About THINKINK
THINKINK is a specialist B2B communications agency working with technology companies in the aviation, loyalty, payments, retail, sustainability and travel sectors. We help clients build and improve brand visibility, strengthen market positioning and support commercial growth through integrated communications, media relations, research and content programs. Our clients and team members are located in North America, the UK, Europe and Australia.
We are looking for an experienced Agency Operations & Projects Manager to lead the operations of our agency, from workflow planning and scheduling, resource management, client project planning and overseeing how work is delivered across the business. This is a remote position.
The Role
The Agency Operations & Projects Manager will oversee the operational coordination of client programs and projects across the agency, helping ensure work is delivered on time, resources are allocated effectively, and teams operate efficiently across multiple concurrent accounts and workstreams.
This role sits at the center of day-to-day agency operations and requires someone who understands the pace, complexity and moving parts of agency environments. It combines project operations, workflow oversight, budget management and delivery accountability, with responsibility for maintaining the systems, reporting structures and operational processes that support client services delivery across the agency.
You will work closely with leadership, account managers and cross-functional teams to improve project visibility, workflow management, operational consistency, accountability and resource utilization across the agency.
Responsibilities
Project & Workflow Operations
Build and manage project plans, timelines and workflows across multiple client accounts and internal initiatives Create and issue internal project assignments, ensuring teams have clear deliverables, timelines, ownership and priorities Coordinate project timelines, deliverables and dependencies across teams Monitor project progress and identify delivery risks, bottlenecks or operational gaps Help ensure client work is delivered against agreed SOWs, timelines and priorities
Support account teams with operational planning and project coordination across complex workstreams
Escalate timeline, resource or delivery risks proactively and work with leadership to resolve operational blockers before they impact client delivery
Maintain accountability across teams by tracking deliverables, following up on deadlines and helping ensure work progresses according to plan
Maintain and optimize the agency’s project management system, templates and operational workflows
Build project estimates, scopes of work (SOWs), timelines and operational plans in partnership with leadership and account teams during the sales and onboarding processes
Resource & Operational Management
Plan and track team utilization, workload allocation and operational capacity across accounts
Work with leadership to improve resource planning, client project budgets, workflow management and delivery oversight
Track project profitability, utilization, burn rates and budget performance across accounts and client programs
Manage project reconciliations, budget tracking and operational reporting tied to scopes of work and resource allocation
Maintain visibility into project status, workload distribution and operational performance across the agency
Develop regular operational reporting across utilization, project status, delivery timelines and account profitability to support leadership decision-making
Identify inefficiencies and recommend process improvements that improve execution, accountability and scalability
Own operational reporting tied to delivery performance, utilization, project profitability, budgets and resource allocation
Systems, Processes & Documentation
Help standardize operational workflows, reporting structures and best practices across teams
Develop and maintain operational documentation, templates, guides and internal process materials
Support onboarding and training around agency systems, workflows and operational processes
Ensure operational materials and workflows remain current as the agency grows
Cross-Functional Coordination
Work across PR, content, creative, digital, social and research functions to support operational alignment
Coordinate with account managers and leadership to help resolve operational challenges and delivery issues
Participate in internal planning and workflow discussions tied to client delivery and operational improvements
What We’re Looking For
10+ years of experience in agency operations, project management or delivery management within a PR, communications, advertising or creative services agency
Strong understanding of agency workflows, client delivery operations and resource management
Experience managing multiple concurrent projects across cross-functional teams
Experience building project estimates, managing scopes of work and overseeing operational budgets within an agency environment
Experience working with agency project management systems such as Workamajig, Workbook, Function Point or similar platforms
Strong organizational, communication and problem-solving skills
Ability to operate in fast-moving agency environments with shifting priorities and deadlines
Strong attention to detail and follow-through
Comfortable working across multiple stakeholders and teams simultaneously, as well as directly with clients
Ideal Experience
Supporting operational growth within an agency environment
Improving workflows, operational systems and delivery processes
Developing operational templates, reporting structures and process documentation
Utilization tracking, resource forecasting and workflow optimization
Utilization tracking, profitability reporting, resource forecasting and workflow optimization
Leading remote and distributed teams