Operations & Delivery Lead

Title: Operations & Delivery Lead Status: Full Time Location: Hybrid (Cleveland, OH – primarily remote with occasional in-person meetings) Salary: Salary to be discussed by Bryant Staffing Solutions Recruiter Bonus: Quarterly performance-based bonus (up to $10,000 annually) Visa Support: No Visa Sponsorship Available Overview 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 Project Delivery & Client Management 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 CRM Strategy & Implementation 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 Operations & Process Development 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 Team Leadership & Resource Management 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 Pre-Sales & Solution Design Support 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. #J-18808-Ljbffr