Chief Operating Officer

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MDG is a national, full-service marketing solutions partner with deep specialization in multi-location businesses. We have extensive experience in helping businesses develop winning growth strategies that harness the power of scale and drive marketing and operational efficiency.

As the Chief Operating Officer, you will be responsible for operational execution, organizational accountability, and client delivery excellence across MDG. This role owns the translation of strategy into results by ensuring teams, processes, technology, and resources are aligned to grow revenue, improve margins, and enhance client retention.

• Own all agency operations including account management, project management, creative, media, digital, and technology teams.
• Establish clear accountability frameworks, performance standards, and operating cadences.
• Ensure work is delivered on time, on budget, and at agreed quality levels.
• Establish team productivity standards, tracking, and reporting with clear accountability.
• Continuously identify opportunities for process improvement and efficiency, ensuring that the agency operates smoothly and meets client needs.

• Ensure a proactive, strategic, and consistent client experience.
• Partner with account leadership on KPIs, QBRs, and proactive recommendations.
• Create, coach, and manage processes to aid the account team in continued client satisfaction, retention, and growth. Own operational aspects of contract scoping, renewals, and profitability management.
• Responsible for account financial management, including scoping, managing, and renewals. Create processes and reports to help guide client profitability.
• Ensure the quality of work and services provided by the agency by setting and enforcing quality standards and processes.

• Own operational P&L performance in partnership with Finance.
• Improve gross margin through process standardization, resource optimization, and scoping and utilization.
• Implement reporting to track client profitability, department performance, and capacity.
• Utilize data and analytics to make informed decisions, optimize strategies, and measure the effectiveness of marketing campaigns.

• In partnership with the President and VP of Strategy, develop and implement the agency's strategic plans, which may include growth strategies, expansion into new markets, and developing new service offerings to meet revenue goals.
• Operationalize new and evolving service offerings in account management, project management, creative, media, digital, and technology.
• Ensure services are scalable, profitable, and consistently delivered.
• Identify and mitigate operational risks that could impact the agency's performance and reputation.

• Stay up-to-date with the latest digital marketing technologies and tools, and assess how they can be integrated into the agency's operations to improve efficiency and results with a specific focus on AI.
• Lead the operational integration of AI tools, automation, and analytics platforms.
• Evaluate and implement systems to improve speed, quality, visibility, and client outcomes.
• Provide recommendations for utilizing internal tech stack to improve operations.

• Lead, coach, and develop department leaders.
• Support hiring, onboarding, and performance management.
• Build a culture of ownership, accountability, and continuous improvement.
• Ensure organizational structure aligns with strategy and workload.

• Select, negotiate, and manage third-party vendors and technology partners.
• Ensure external partners support quality, margin, and growth objectives.

• Revenue retention and churn reduction.
• Client satisfaction, NPS, and Q  assessments.
• Operational efficiency and utilization.
• Margin improvement.
• On-time, on-scope delivery.
• Adoption of AI and data-driven workflows.
• Team productivity and accountability.

• 10+ years of senior operations leadership in a digital marketing agency, consultancy, or complex service organization.
• Proven experience managing multi-disciplinary teams.
• Strong financial and operational acumen.
• Demonstrated success implementing process discipline and accountability.
• Experience integrating technology, data, and automation into operations.
• Comfortable operating in a fast-moving, entrepreneurial environment.

We offer competitive healthcare, dental, and vision plans along with several voluntary benefit extras. Employees receive generous PTO in addition to all major holidays and the option to enroll in a comprehensive 401K plan with employer matching.

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Full-time

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