Operations & Client Delivery Manager

Quill is hiring an Operations & Client Delivery Manager About Quill: Quill is a growing agency in the podcast industry. We offer full-service podcast production and marketing services, alongside our proprietary analytics platform CoHost, and work with a wide range of branded podcasts across healthcare, financial services, enterprise technology, and consumer brands. About the Role: Quill is looking for an Operations & Client Delivery Manager to sit at the intersection of internal operations, client service, and growth. This is a mid-level role for someone who can own and improve the systems that keep our production and account teams running efficiently, while also acting as a trusted point of contact for clients on executional matters. You'll report directly to the CEO & COO and also play a role in agency sales, supporting proposal development, scoping, and client conversations as our business development pipeline grows. This role is ideal for someone who wants to operate at a strategic level internally while staying close to the day-to-day work that keeps clients happy. Responsibilities: Business Operations: Own and continuously improve internal operating processes across production, account management, and resourcing, including workflows, SOPs, and capacity planning. Agency Resourcing Support: Support resourcing and capacity planning across the client roster, helping ensure the right people are staffed against the right projects at the right time. Team Management: Manage and support a team of direct reports, providing guidance, performance feedback, and day-to-day leadership on client and production work. Cross-Team Coordination: Identify and resolve operational bottlenecks between production, sales, and account teams, keeping projects and priorities aligned across the business. Client Services: Act as a client-facing resource on a portfolio of accounts, particularly around executional delivery, scope management, and escalations. Project Management: Oversee project timelines, deliverables, and quality standards across active client engagements, stepping in where senior support is needed. Client Upsells: Identify opportunities to expand scope or add services within existing client accounts, and lead the conversations and proposals needed to bring them to life. Sales Support: Join sales and discovery calls as an operational voice, helping scope client needs accurately and set the right expectations from the outset, build and customize sales proposals and pricing structures for new business opportunities, in partnership with leadership, own outbound and follow-up sales communications, including scheduling and coordinating discovery and pitch calls with prospective clients. Ideal Candidate will have: Strong operational instincts, with the ability to design and improve processes at a company-wide level A track record of managing both internal systems work and external client relationships simultaneously Superb communication skills and a polished, senior client-facing presence Comfort moving between operational rigor (resourcing, process, margins) and client-facing problem-solving Strong project management instincts and the ability to keep many moving pieces on track across teams A service-minded approach to working with clients and internal teams alike Experience managing and supporting team members, with a track record of providing clear direction, feedback and development or Some experience/or desire for managing or mentoring others, with an interest in developing as a people manager. Sound judgment and the ability to make decisions independently while keeping leadership informed Strong presentation skills with clients and prospective clients Comfort contributing to commercial conversations, including pricing and scoping An ability to service high-profile clients and C-suite executives with timeliness, professionalism, and rapport Skills and Experience: 3+ years of experience in agency operations, account management, or client services, ideally within a production, media, or marketing agency Demonstrated experience owning internal processes or systems at an organizational level (resourcing, workflow design, SOPs) Experience managing senior client relationships, including handling escalations and executional delivery Experience contributing to or leading proposal, scoping, and pricing conversations is a strong plus Comfort working with data to inform resourcing and profitability decisions (e.g., time-tracking, capacity, margin analysis) Knowledge of Google Workspace and project management tools Knowledge of best practices in optimizing workflows, including the use of AI tools such as Claude Podcast, audio, or broader media production experience is a plus, not a requirement Bonus Points if You: Have an understanding of the podcasting or media production landscape Have prior experience in a senior operations or client services role at a growing agency or startup Have experience with analytics platforms or reporting tools Have worked in a fully remote role Love dogs and all furry creatures What We Offer: Competitive salary based on experience Very competitive vacation package 100% remote work policy (although EST, CST, MST, or PST are preferred) We happily provide or reimburse software you'll need as well as books or courses that promote continued learning The opportunity to help shape operations and growth at a growing company in the exciting podcasting industry Quill is proud to be an equal-opportunity employer. All qualified applicants will receive consideration without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. Interested candidates may email [email protected] Target Salary Range: $70,000-$80,000

The role focuses on optimizing internal operating processes, resourcing, and team management to ensure efficient production and account delivery. Additionally, the manager serves as a senior client contact and supports the sales pipeline through scoping and proposal development.

Candidates need 3+ years of experience in agency operations or client services, with a proven track record of managing internal systems and senior client relationships. Proficiency in project management tools, Google Workspace, and commercial conversations regarding pricing and scoping is required.

• Competitive salary • Competitive vacation package • 100% remote work policy • Software reimbursement • Books or courses for continued learning

• Google WorkspacePreferred
• Project managementPreferred

Identified from the job description. Confirm important requirements above.

• Agency Operations
• Account Management
• Client Services
• Project Management
• Capacity Planning
• Workflow Design
• SOP Development
• Team Management
• Sales Proposal Development
• Scope Management
• Google Workspace
• AI Tools
• Margin Analysis
• Client Relationship Management
• Resource Planning
• Business Development

• Management & Leadership
• Creative & Media
• Marketing
• Sales
• Consulting

Minimum experience

3+ years

Posting language

English

Working hours

40 hours per week

Seniority

Mid-Senior level

Application method

Direct apply is available