Operations & Delivery Lead

Operations & Delivery Lead

A growing, purpose-driven digital agency is seeking an Operations & Delivery Lead to serve as a key leader responsible for ensuring client work is delivered on time, within budget, and at a high level of quality. This individual will act as a right hand to leadership, owning delivery operations while also contributing hands-on to CRM solution design and process development.

This is a highly visible role within a small, collaborative team environment, requiring someone who is both strategic and execution-focused. The ideal candidate is proactive, detail-oriented, and skilled at anticipating and preventing problems before they impact delivery.

Key Responsibilities

• Own end-to-end delivery of client engagements from post-sale through completion
• Ensure all projects stay on schedule, within scope, and aligned with quality expectations
• Proactively manage client communication, including setting expectations and addressing delays
• Lead delivery meetings and maintain clear visibility into project status
• Monitor budgets, timelines, and overall project profitability
• Design and oversee CRM architecture, including data models, lifecycle stages, and automation
• Support hands-on configuration of CRM platforms, including workflows, reporting, and integrations
• Evaluate deliverables and ensure technical accuracy and best practices
• Build and refine scalable processes to improve delivery consistency and efficiency
• Develop and maintain SOPs across project workflows, handoffs, and quality control
• Manage and optimize project management tools and internal systems
• Lead post-project retrospectives and implement continuous improvements
• Manage and mentor team members and contractors
• Conduct regular one-on-ones and provide performance feedback
• Support hiring and onboarding as the team grows
• Monitor team capacity and allocate resources effectively
• Participate in select pre-sales conversations to assess feasibility and scope solutions
• Provide input on CRM strategy and technical approach

Required Qualifications

• Experience in project delivery, operations, or account management within an agency or client services environment
• Strong ability to manage timelines, budgets, and client expectations
• Demonstrated leadership experience, including team oversight and coaching
• Proven ability to build processes and improve operational workflows
• Excellent communication skills, particularly in managing delicate client situations
• Ability to proactively identify risks and resolve issues before escalation
• Strong technical aptitude and ability to quickly learn new tools and systems

Preferred Qualifications

• Experience with HubSpot CRM, including architecture and implementation
• HubSpot Solutions Architect certification or similar experience
• Familiarity with CRM integrations, APIs, and automation tools (e.g., Zapier, Make)
• Experience with project management platforms (e.g., Teamwork, ClickUp)
• Background in sales engineering or technical pre-sales support
• Experience working with freelancers or contract teams
• Comfort working within evolving environments and leveraging new technologies, including AI tools

Key Skills Required

• Project and operations management
• Client relationship management
• CRM systems and process automation
• Leadership and team development
• Problem-solving and proactive planning

Why This Location?

Cleveland and the surrounding region offer a strong balance of affordability and lifestyle, with access to cultural attractions, outdoor recreation, and a growing business community. The hybrid structure allows for flexibility while maintaining opportunities for in-person collaboration.

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