Paid Media Operations Director

Key Responsibilities 
  

Paid Media Operations & Production Leadership 

• Lead and manage the Paid Media operations team, ensuring efficient workflow execution and high-quality deliverables 

• Oversee client onboarding and role mapping, ensuring clear accountability and ownership across projects 

• Continuously refine and optimize Paid Media production processes to enhance efficiency, quality, and scalability 

• Establish operational KPIs and success metrics, ensuring alignment with business objectives and client expectations 

Client Service & Satisfaction 

• Ensure Paid Media service levels meet and exceed client expectations, acting as an escalation point for complex issues 

• Manage ongoing client communication, including: 

• Weekly status updates 

• Monthly strategy calls 

• Quarterly Business Reviews (QBRs) 

• Overhaul client reporting and delivery templates to improve clarity, insights, and customer experience 

• Implement client satisfaction metrics, including Net Promoter Score (NPS), retention rates, and service-level adherence 

Financial Oversight & P&L Accountability 

• Own the Profit & Loss (P&L) for Paid Media operations, ensuring financial alignment with business goals 

• Manage budget forecasting, financial reporting, and revenue tracking, providing updates to senior leadership 

• Optimize cost efficiencies, pricing models, and resource allocations to improve profitability 

• Identify and implement cost-saving opportunities without compromising service quality 

External Resource Management & Talent Optimization 

• Oversee and maintain the external supply chain for Paid Media, including freelancers, contractors, and agency partnerships 

• Work with the Talent & HR teams to improve the quality, reliability, and capacity of external resource pools 

• Establish performance benchmarks for external partners, ensuring they meet operational and quality standards 

Paid Media Growth & Innovation Strategy 

• Collaborate with the Paid Media Innovation Director to identify and capitalize on growth opportunities with existing clients 

• Work with business development teams to identify new service offerings and expand the company’s Paid Media capabilities 

• Facilitate client conversations around Paid Media innovation, helping position the company as a strategic partner 

• Partner with SEO, Analytics, CRO & Marketing Loc teams to integrate Paid Media into broader marketing strategies 

Cross-Functional Leadership & Business Impact 

• Act as a strategic liaison between Paid Media operations and executive leadership, ensuring alignment with corporate objectives 

• Develop and present operational performance reports to senior management, highlighting key wins, challenges, and optimizations 

• Lead cross-departmental collaboration with Sales, Analytics, and Product teams to drive holistic digital marketing success 

Education 

• Bachelor’s degree in Marketing, Business, or a related field (MBA preferred) 

Experience 

• 10+ years of experience in Paid Media operations, digital marketing, or marketing strategy 

• Strong background in Paid Mediaworkflow management, client service, and operational efficiency 

• 3+ years of leadership experience, managing teams and external resource pools 

• Experience with P&L management, financial reporting, and cost optimization 

• Familiarity with Paid Media tools (Similar Web, SEMRush, Google, Meta, Pinterest, LinkedIn ads platforms), project management software (Monday.com, Asana), and analytics platforms (Google Analytics, Looker Studio) 

Skills 

• Paid Media Operations Expertise: Deep understanding of Paid Media workflows, production processes, and performance metrics 

• Strategic & Financial Acumen: Proven ability to manage P&L, optimize budgets, and drive revenue growth 

• Leadership & Team Management: Experience leading Paid Media teams, external partners, and cross-functional initiatives 

• Client Success Management: Ability to build strong client relationships, resolve escalations, and improve service satisfaction 

• Process Optimization: Strong experience in streamlining Paid Media processes and improving operational efficiencies 

• Collaboration & Influence: Works effectively across marketing, sales, analytics, and executive teams