Head of Delivery and Operations

Reports to: President Scope: Agency-wide operations, delivery management, and operational systems

Role Overview

The Delivery and Operations Manager is responsible for ensuring that Macro’s client delivery function, operational systems, and internal processes operate efficiently, consistently, and at scale. This is a critical role for the next stage of growth.

This role connects strategy with execution and systems thinking. It oversees delivery quality across all client accounts while building the operational infrastructure that allows the professional services firm to scale sustainably.

The position combines operational leadership with hands-on management of project workflows, systems, and cross-functional coordination. The successful candidate will ensure that projects are delivered efficiently, teams are aligned, processes are optimized, and leadership has clear visibility into operational performance.

Key Responsibilities

Delivery Oversight & Client Project Execution

• Ensure high-quality delivery across all client accounts and projects.
• Oversee project planning, scheduling, and coordination across teams.
• Monitor project timelines, scope, and delivery standards.
• Identify delivery risks, resource gaps, or operational bottlenecks and resolve them proactively.
• Work closely with Account Management, Sales and client-facing teams to ensure projects meet expectations.

Operational Process & Collaboration

• Design and implement operational processes that support consistent and scalable delivery.
• Standardize workflows across accounts and teams to improve efficiency and clarity.
• Identify operational inefficiencies, bottlenecks and implement improvements.
• Introduce tools, methods, and frameworks that improve execution, collaboration and transparency.
• Maintain clear operational documentation and playbooks.

Resource Planning & Operational Coordination

• Own the capacity planning process
• Manage resource allocation across projects to ensure teams are properly staffed.
• Coordinate priorities across delivery, sales, and operations teams.
• Ensure new projects and initiatives are integrated smoothly into delivery workflows.
• Support onboarding processes for new team members and new client accounts.
• Ensure the monthly agency process for time tracking and reporting is followed by all team members.

Systems, Tools & Operational Infrastructure

• Act as the internal lead for operational systems and delivery tools (e.g., Productive PSA, Google Workspaces and similar platforms).
• Ensure systems support project tracking, time management, and reporting.
• Optimize the use of internal systems to improve efficiency and transparency.

Reporting, KPIs & Operational Visibility

• Align with Finance and Admin teams to track project performance, cost, and resource utilization in Productive PSA
• Develop operational dashboards and reporting for leadership.
• Monitor key operational KPIs and OKRs.
• Report on operational KPIs such as Capacity, Utilization and the value of support systems
• Provide leadership with visibility into operational performance and capacity planning.

Knowledge Base & Documentation

• Own the development and maintenance of the agency’s knowledge base.
• Document best practices, templates, and operational frameworks.
• Ensure documentation supports onboarding, consistency, and delivery quality.
• Capture institutional knowledge to support long-term operational maturity.

Cross-Functional Collaboration

• Serve as the operational bridge between leadership, delivery teams, sales, finance and HR.
• Support the Sales team by ensuring services and delivery capacity align with new opportunities.
• Work with HR on onboarding and operational enablement.
• Support leadership with operational planning and organizational improvements.

Continuous Improvement & Scaling

• Lead operational initiatives that strengthen agency structure and scalability.
• Introduce frameworks that improve efficiency, consistency, and accountability.
• Support company initiatives such as operational maturity frameworks, internal health checks, or quality standards ( ISO project).
• Continuously refine operational processes as the agency grows.

Qualifications

• 5+ years of experience in operations, project management, or delivery management in a fast-paced environment.
• Experience managing cross-functional teams and complex project delivery.
• Strong background in process optimization and operational systems.
• Experience with project management and time-tracking platforms.
• Analytical mindset with the ability to track performance metrics and operational KPIs.
• Excellent communication, coordination, and problem-solving skills.
• Ability to balance strategic thinking with hands-on execution.

Key Success Indicators

Success in this role will be measured by:

• Consistent, high-quality delivery across client accounts
• Efficient project execution and resource utilization
• Improved operational processes and workflows
• Clear operational visibility for leadership
• Strong collaboration across teams
• A scalable operational foundation that supports agency growth

What We Offer

• Competitive compensation with a clear and achievable bonus structure.
• Full flexibility with a fully remote work environment.
• Comprehensive group benefits, including medical, dental, and more