Director of Agency Operations

Nine
10 is a digital marketing and web agency based in Grande Prairie, Alberta, serving clients across Western Canada.
We design and build websites, manage hosting environments, execute SEO and digital marketing programs, support ongoing growth initiatives, and deliver branding and print services.
We are practical. We value execution. We care about clarity, accountability, and work that actually gets done. We are a collaborative, no-drama team that values initiative, transparency, and mutual respect.
As we continue to grow, we are intentionally strengthening our operational structure and leadership.
Director of Agency Operations  This is a senior, cross disciplinary role responsible for bringing clarity, visibility, and accountability to agency delivery and client operations. This role is inspired by  EOS  and is an adapted  Integrator  role for an agency of Nine
10’s size. This is a full-time, in-agency role based in our Grande Prairie office.
Your work ensures that:
Leadership focuses on high value decisions, not daily coordination
All active work is visible and progressing
Scope aligns with billing
Revenue converts into cash with discipline
Clients feel supported and confident
This role is designed to evolve into broader operational leadership for the right individual. You will work closely with leadership and production teams to create operational clarity that benefits everyone.

Role Overview  The Senior Client Operations and Delivery Manager blends:
Client operations and account support
Project and delivery oversight
Sales and lead triage
Essential operational administration
This is not  a primary sales role, a creative director position, or a strategy-only function.  It is  a hands-on leadership role where accountability and execution carry more weight than hierarchy or title.
Strong operations require disciplined systems and follow-through. This role includes ownership of key administrative workflows that protect visibility, delivery speed, and financial clarity.
Core Mandate  You are responsible for operational continuity across the agency.
You are expected to:
Surface risks early
Act without waiting for task based direction
Maintain clarity across moving parts
Protect delivery speed and billing discipline
Primary Responsibilities   Agency Wide Delivery Oversight  (primary)
Maintain real time visibility of all active work
Manage and maintain the Work in Progress tracker
Monitor job progress across web, branding, print, hosting, digital marketing, and training
Identify stalled work, scope creep, delivery risk, and bottlenecks early
Support production teams with accountability and structure
Escalate issues before they become client problems
Financial Alignment and Billing Discipline  (primary)
Trigger and issue deposits at project commencement
Ensure milestone and completion invoices align with delivery
Monitor accounts receivable and aging
Support timely follow up and collections
Coordinate with leadership and the external bookkeeper on invoices, COGS, and documentation
Flag margin concerns or scope misalignment early
Maintain billing discipline without becoming clerical
Client Operations and Account Support  (primary)
Act as a primary operational point of contact for assigned clients
Ensure clients understand timelines, scope boundaries, and next steps
Coordinate internal resources to meet client needs
Identify upsell, cross sell, or training opportunities
Operational Administration  (primary)
Maintain organized calendars and task systems
Keep documentation and tracking tools accurate and current
Capture meeting follow ups and action items
Support internal communication flow
Ensure nothing falls through the cracks
Client Support and Technical Triage  (secondary)
Serve as first line intake for support inquiries
Triage and route issues efficiently
Track recurring patterns in support
Recommend training or process improvements to reduce repeat issues
Sales and Lead Triage Support  (secondary)
Act as first response for inbound sales inquiries
Gather relevant background information including context, urgency, and budget signal
Prepare structured notes for the sales lead
Book discovery meetings
Ensure prospects are organized and prepared
Project Readiness and Kickoff Coordination  (secondary)
Support clean project readiness once scope is confirmed
Ensure documentation, access credentials, and timelines are complete
Coordinate structured kickoff processes
Confirm internal alignment before work begins
Who Thrives in This Role   Have senior experience in agency operations, delivery, or client operations
Understand how website and digital marketing projects actually unfold
Are highly organized and systems oriented
Take pride in closure and follow through
Take pride in bringing stability and clarity, while contributing to shared team wins
Prefer autonomy paired with accountability
Take initiative and do not wait for task based direction
Are digitally fluent and comfortable with project management tools, CRMs, financial workflows, and AI enabled tools
Communicate directly and…