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Right Side Up · 1 day ago

Client Operations Manager

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

Right Percent is a high-impact B2B advertising agency focused on scaling growth-stage and enterprise B2B companies through paid search and paid social advertising. The Client Operations Manager role is crucial for strengthening operational processes and enhancing client experience, ensuring efficiency and profitability in client engagements.

AdvertisingFreelanceMarketingMarketplace

Responsibilities

Optimize margin and utilization by tracking contractor hours, monitoring resourcing, and helping ensure client engagements remain profitable as scope and media spend evolve

Partner with RP leadership to improve visibility into costs, utilization, and delivery health across accounts

Align RP operations with existing Right Side Up processes, collaborating with Accounting, Legal, Contracting, and Talent to drive consistency and efficiency

Identify opportunities to improve RP-specific workflows, incorporating best practices from other teams and business units

Own and improve client onboarding, ensuring a seamless, consistent experience from signed contract through launch

Manage and refine client process frameworks, including feedback loops around creative, performance data, and profitability

Support client performance monitoring by tracking and reporting on key operational and delivery KPIs

Help reduce churn risk by proactively identifying operational or process-related issues before they escalate

Maintain and manage inbound lead tracking, partnering with the General Manager and Sales resources to ensure timely follow-up and smooth handoffs

Support the rollout of new pilots and offerings (e.g., dashboards, AI analysis, creative packages), helping ensure clients benefit from RP’s latest innovations

Support contractor onboarding, ensuring talent is set up for success with RP systems, processes, and client environments

Help establish contractors with clients (tools, Slack channels, access, expectations) to enable smooth delivery from day one

Qualification

Client operations experienceAgency operations experienceProgram managementAnalytical skillsOrganizational skillsCross-functional collaborationRelationship managementHubSpot operationsMarketing automationAnalytics toolingWorkflow automationMedia campaign executionCommunication skillsProblem-solvingFast-paced environment adaptability

Required

4-7+ years of experience in client operations, agency operations, program management, or client services (agency or consulting experience strongly preferred)

Ability to navigate ambiguity and build structure in a fast-growing, entrepreneurial environment

Strong organizational and analytical skills, with experience tracking utilization, resourcing, or financial health of client engagements

Comfort operating in a client-facing role, with the ability to balance relationship management and operational rigor

Excellent communication skills and a bias toward proactive problem-solving

Experience collaborating cross-functionally with finance, legal, talent, and delivery teams