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FIRST · 1 month ago

Client Operations Manager (Event or Agency experience preferred)

FIRST - New York

Full-time

Onsite

Senior Level, Lead/Staff

$100K/yr - $135K/yr

10+ years exp

FIRST is a leading global brand experience agency serving clients in various industries. They are seeking a detail-oriented and commercially minded Client Operations Manager to drive financial and operational success for assigned accounts, collaborating closely with Finance and Account Directors to ensure compliance and profitability.

Events

Responsibilities

Maintain accurate reporting for the dedicated account(s), including utilization, margin analysis, hours charged vs forecast, and resource allocations

Conduct variance analysis, monitor utilization trends, and provide actionable recommendations

Advise on resourcing, scope design, and pricing strategies to meet margin, utilization, and forecast targets; interpret operational data to flag risks such as scope creep, overutilization, and under-billing; and recommend guardrails to mitigate co-employment and other operational risks

Identify potential risks to commercial performance and recommend mitigation strategies

Assist in tracking commercial KPIs such as forecast vs. actual hours, delivery profitability, and adherence to rate cards providing analysis and recommendations

Support the further development and application of account-specific commercial models in alignment with internal standards and client needs

Participate in staffing and resource planning discussions, ensuring alignment with commercial objectives and capacity models

Support delivery teams in applying rate cards, time tracking standards, and project classification guidelines

Partner with Client Finance to align billing and revenue processes with account requirements

Partner with account and FIRST Leadership and Client Services, ensuring real-time visibility into capacity, scope changes, and potential commercial impact

Coach delivery managers on commercial best practices, time tracking discipline, and scope management

Facilitate delivery team training workshops ensuring clarity on time tracking procedures and standards

Communicate guidelines, deadlines, and expectations clearly, effectively, and consistently to ensure team alignment and accountability for service based pricing

Ensure the team is operating according to established rules, standard operating procedures (SOPs), and rules of engagement to maximize revenue and project success

Assist with tracking and reporting year-over-year (YOY) comparisons for utilization increase, hours charged, and profitability metrics to measure progress

Collaborate with the commercial operations team on account audits, reconciliations, and implementation of continuous improvement processes across the business

Qualification

Financial acumenVariance analysisPricing strategyAdvanced ExcelEvent planningAnalytical skillsCommunication skillsTime managementCollaboration

Required

Minimum of 10+ years of experience in commercial operations, finance, or business operations

Strong financial acumen including forecasting, variance analysis, and pricing strategy

Understanding of event planning and operational workflows is highly desirable

Proficient in Microsoft Office and capable of quickly adapting to new systems and tools

Advanced Excel skills (pivot tables, VLOOKUP, financial modeling)

Excellent written and verbal communication skills, with ability to engage senior stakeholders

Highly collaborative, adaptable, and able to navigate a matrixed environment

Strong analytical and problem-solving skills, translating complex data into actionable insights

High degree of organization, prioritization, and time management skills

Flexible and willing to work long hours (evenings, weekends)

Preferred

Agency, consulting, or professional services experience preferred

Bachelor's Degree preferred

BI tools experience preferred

Benefits

Medical, Dental & Vision which includes the option of a high deductible health plan (HDHP) with a health savings account (HSA)

401 (k)

Five Flexible Spending Accounts Options

Generous Paid Time Off Allowance

Employee Assistance Program (EAP)

Life, Disability & Pet Coverages

Wellness Stipend

Mobile Phone Allowance

Complimentary access to Headspace, Teladoc, Maven, Rocket Lawyer, Mobilo & more

Aura Identity Theft Protection

Discretionary Bonus Structure

Global Opportunities: With a presence in 7 countries worldwide, including headquarters in London, New York, and Singapore, you may have the opportunity to work on exciting projects across different locations.