PR Agency Operations & Projects Manager

THINKINK is a specialist B2B communications agency working with technology companies in various sectors. They are seeking an experienced Agency Operations & Projects Manager to lead the operations of the agency, ensuring effective workflow planning, resource management, and timely delivery of client projects.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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
• 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