Operations Manager (Delivery)

Short Description

On behalf of our client, New Perspective, a digital marketing agency helping B2B companies scale through SEO, PPC, HubSpot automation, content marketing, and AI-driven insights, Manpower Serbia is seeking an experienced professional for the position of Operations Manager (Delivery).New Perspective is a Massachusetts-based growth agency that supports clients in transforming their digital marketing to generate leads, drive revenue, and strengthen their competitive advantage. The company operates as a globally connected team, leveraging modern tools, collaborative practices, and a strong focus on growth, creativity, and innovation.With a proven track record of delivering above-market organic growth and building long-term client relationships, they are now looking to further strengthen their team with an experienced professional who will contribute to improving delivery processes and overall performance.Location: Serbia (Remote) Functions managed: Web, Paid Media, Creative, HubSpot, SEO, Development Employment type: Full-time (contractor) Working model: Remote team with US and Europe teammates. US Eastern Time availability is required. Reports to: CEO

Description

Role overview

• You will own end-to-end delivery at New Perspective. That includes timelines, scope control, quality, and capacity across accounts and services. You will keep work moving forward when inputs are imperfect, priorities shift, and scopes evolve. This is a hands-on leadership role with clear ownership of delivery outcomes.
• AI is part of how we operate. You will help your team use AI in practical ways that improve planning, execution, QA, and reporting, with strong human review before work ships.
• You will lead delivery across Project Management, SEO, Paid Media, HubSpot, Design, and Development. You’ll partner closely with Client Success and leadership to make tradeoffs that protect delivery quality, margin, and team health.

What you’ll own

• Delivery outcomes across accounts: timelines, scope control, and quality
• Capacity planning and resourcing across teams and contractors
• Escalation and tradeoff decisions when priorities collide
• Translation of retainers and scopes into realistic delivery plans
• Weekly delivery reporting: risks, carryover, utilization, bottlenecks
• People leadership: 1:1s, onboarding, coaching, and performance management
• Practical improvements to workflows, SOPs, and Jira usage
• Partner with Client Success to align expectations and deliver reality
• Guide AI adoption in Production workflows (planning, QA, reporting)

What success looks like

• Delivery becomes stable and predictable across accounts
• Fewer surprises and reactive escalations
• Capacity constraints are surfaced early and managed directly
• Carryover is actively tracked and reduced over time
• Teams stay healthy, engaged, and retained
• AI is used consistently to reduce repeat work and improve clarity and QA

Requirements

• 5+ years’ experience leading delivery or production in a marketing agency or multi-client environment
• Proven ability to lead cross-functional teams and manage priorities across disciplines
• Strong judgment and comfort in making decisions with incomplete information
• Clear communicator who can drive alignment and handle hard conversations
• Strong operational instincts: prioritization, planning, risk management
• Comfortable in Jira and able to improve how teams use it
• Practical experience using AI in day-to-day delivery workflows (and helping others adopt it)
• Fluent English (written and spoken)

Nice-to-haves

• Experience managing contractors and vendors
• Experience translating retainers/scopes into delivery plans and resourcing models
• Experience leading delivery across HubSpot and web development work
• Experience building SOPs, templates, and service definitions