Director of Operations

GENERAL SUMMARY

As Director of Operations at Creed Interactive, you are the person who makes sure what we promise our clients is what we deliver: on time, on budget, and at a level of quality we are proud to put our name on. You will run the day-to-day operations of the agency, lead our team of project managers, and own the execution and outcomes of every client engagement. Working shoulder to shoulder with the General Manager, you will translate company goals into operating plans, cadences, and metrics, then hold the organization accountable to them, starting with yourself.

This is a hands-on leadership role for a builder, not a caretaker. You will modernize how a digital agency runs: instrumenting delivery with data, automating repetitive work with AI where it adds real value, and making decisions from evidence rather than instinct. You will also be a trusted voice for our clients, someone who communicates candidly, spots opportunities to expand the partnership, and helps grow accounts by earning the next project.

If you lead by example, are energized by turning ambiguity into operating rhythm, and are ready to go "All In" with a tight-knit, talented team, Creed is the place for you.

ESSENTIAL FUNCTIONS

As the Director of Operations at Creed Interactive, you will be expected to perform the following duties and responsibilities:

Operational Leadership

• Own day-to-day agency operations, including resourcing and capacity planning, scheduling, delivery cadences, and coordination across Development, Design, Project Management, and Sales.
• Design, document, and continuously improve how work moves through the agency, from intake, estimation, and scoping through delivery, QA, launch, and support, so that quality is repeatable rather than heroic.
• Partner with the General Manager to set annual and quarterly company goals; build the operating plans, KPIs, and review rhythms that make them real, and report progress transparently to leadership.
• Manage operational vendors, tooling, and budgets; identify cost, margin, and efficiency opportunities and act on them.

Project Delivery & Client Outcomes

• Be accountable for the execution and outcomes of the full client project portfolio: scope, schedule, budget, quality, and client satisfaction.
• Maintain portfolio-level visibility into project health, risk, utilization, and margin; intervene early when a project drifts and lead recovery when it is needed.
• Establish and uphold delivery standards appropriate for regulated-industry clients, including documentation, change control, and security-aware practices aligned with Creed's Cybersecurity and Data Protection Program.
• Run project retrospectives and turn what we learn into changes to process, templates, and tooling.

Team Leadership

• Lead, coach, and grow a team of project managers; set clear expectations, give direct and timely feedback, and hold regular 1:1s and career conversations.
• Hire, onboard, and develop talent, and build enough depth that no client or project depends on a single person.
• Model the behavior you expect from others: show up prepared, communicate proactively, own mistakes, and do the unglamorous work when it matters.
• Foster a culture of accountability, psychological safety, and mutual respect consistent with Creed's core values.

Client Partnership & Growth

• Serve as an executive point of contact for key client relationships; lead steering meetings, business reviews, and escalation conversations with candor and composure.
• Identify and pursue expansion opportunities within existing accounts, including new projects, retainers, and services, and partner with Sales to scope, estimate, and close them.
• Contribute to proposals, statements of work, estimates, and RFP responses with realistic, data-backed delivery plans.
• Protect and grow client trust: set expectations honestly, deliver difficult news early, and follow through.

Modern Operations: AI, Automation & Data

• Build and maintain the agency's operational data layer, connecting project, time, financial, and resourcing data across Jira, Harvest, and related systems, so decisions are made on evidence rather than anecdote.
• Define and publish the dashboards and KPIs leadership uses to run the business, including utilization, realization, delivery margin, on-time delivery, forecast accuracy, and client health.
• Identify workflows where AI and automation add real value, such as status reporting, estimation, resource forecasting, QA, and documentation, and lead responsible adoption within Creed's AI usage policy and client confidentiality obligations.
• Champion a culture of experimentation: pilot, measure, keep what works, and retire what does not.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

1. Proven ability to lead by example, earning credibility through presence, follow-through, and standards you hold yourself to first.
2. Deep understanding of how a digital services business makes money: scoping, estimation, utilization, realization, margin, and forecasting.
3. Experience working in digital services-based projects, SaaS solutions, or technology with a strong emphasis on quality.
4. Command of modern delivery practices, including Agile, Scrum, and hybrid approaches, portfolio management, risk management, and change control, with the judgment to know which to apply when.
5. Strong data fluency: comfortable defining KPIs, building dashboards, interrogating the numbers, and changing course based on what they say.
6. Practical understanding of AI and workflow automation in a business setting, with the judgment to apply it where it adds value and skip it where it does not.
7. Executive-level client communication skills: able to run a steering meeting, deliver hard news, negotiate scope, and earn the next project.
8. Demonstrated ability to work across functions to prioritize and drive strategic objectives.
9. Excellent oral and written communication skills.
10. High degree of initiative and self-motivation with a strong sense of accountability.
11. Ability to identify, analyze, and solve problems with minimal direction and make decisions with confidence.
12. Aptitude to successfully prioritize and manage multiple tasks while adhering to deadlines.
13. Preferred: experience with Atlassian (Jira, Confluence) and Harvest or comparable PSA and time-tracking systems; experience serving clients in regulated industries; PMP, PMI-ACP, CSM, or equivalent certification.

REQUIRED EDUCATION AND EXPERIENCE

1. A bachelor's degree in business, technology, or a related field, or commensurate work-related experience.
2. 8+ years of progressive experience in project or program delivery, delivery operations, or agency operations within a digital agency, consultancy, or professional services environment.
3. 4+ years leading and developing people, including direct management of project managers or delivery leads.
4. A track record of owning a project portfolio or P&L-level outcomes such as delivery margin, utilization, and client retention and growth.
5. Preferred: prior leadership experience working in an agency, team-based environment.

WORK ENVIRONMENT/ PHYSICAL DEMANDS

1. Travel Requirements: Minimal, but as required by the position
2. Weight Lifting Requirements: up to 20 pounds

RELATIONSHIPS

1. Reports To: General Manager & Chief Technology Officer
2. Direct Reports: Project Managers; additional operations team members as assigned
3. Internal Relationships: General Manager, Development, Design, Project Management, Operations, Sales, and Finance
4. External Relationships: Clients, vendors, and technology partners

BENEFITS AND COMPENSATION

Benefits for this position include medical, dental, vision, and life insurance; disability coverage; flexible spending plans; a 401(k) plan; Paid Time Off (PTO); Holidays; and days of remembrance. Visit https://www.creedinteractive.com/about for more information.

The starting salary range for this position is $131,000 to $163,000. Salary offers will typically be made in the listed range. The Company takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value, including merit process and internal pay alignment, when determining the salary for potential new team members. In compliance with state and federal regulations, a potential new team member's salary history will not be used in compensation decisions.