Traffic Manager

ABOUT THE ROLE

As a Traffic Manager at 321, you will serve as an operational backbone of the agency, orchestrating resource allocation, workflow optimization, and capacity management across all client accounts and internal projects. You'll leverage high-level project intelligence and data-driven decision-making to ensure work flows efficiently through the agency—balancing team capacity, client deadlines, and profitability targets across a high volume of concurrent engagements.

This role sits at the intersection of operations, resource planning, financial optimization, and AI-driven workflow automation. You'll bring expertise in agency operations alongside proven ability to manage complex scheduling, prioritize competing demands, and maximize team utilization. Your analytical approach combined with sophisticated AI integration will enable you to forecast capacity constraints, identify bottlenecks, and make rapid allocation decisions that protect both delivery quality and profit margins.

As part of an AI-first organization, you'll continuously evolve operational systems, leveraging automation and intelligent tools to scale the agency's capacity without proportional headcount growth.

• Own the master resource allocation across all departments (Client Success, Creative, Digital, Social), managing assignments for 15-20 team members across 15-20+ active client accounts.
• Monitor team capacity in real-time, making strategic decisions about work distribution, priority sequencing, and deadline management.
• Forecast resource needs based on pipeline activity, seasonal demands, and client patterns to proactively identify capacity constraints.
• Balance workload across team members to optimize utilization rates while preventing burnout and maintaining quality standards.
• Leverage AI-powered resource management and forecasting tools to predict bottlenecks and optimize team allocation.
• Coordinate with department leads on staffing decisions, contractor needs, and capacity planning for new business.
• Manage freelancer and contractor resources, including vetting, onboarding, assignment, and quality oversight.

• Serve as the central intake point for all client requests, new projects, and scope changes across the agency.
• Review incoming work against existing commitments, determining feasibility, timeline estimates, and resource requirements.
• Route projects to appropriate team members based on expertise, capacity, current workload, and strategic priorities.
• Utilize AI tools to automatically categorize, prioritize, and route incoming requests based on complexity and urgency.
• Maintain high-level visibility across all active projects without requiring deep knowledge of individual client strategies or creative details.
• Facilitate kickoff coordination between Client Success teams and execution teams (Creative, Digital, Social) to ensure clear handoffs.
• Monitor project status and deadlines, escalating risks and resolving scheduling conflicts before they impact delivery.

• Track and optimize project profitability by monitoring hours against budgets, identifying scope creep, and flagging margin erosion.
• Collaborate with team lead to analyze personnel costs against revenue, working toward target of 50% net profit margins.
• Review time tracking data to ensure accurate client billing, budget adherence, and profitability reporting.
• Identify patterns of inefficiency or over-servicing, recommending process improvements or scope adjustments.
• Support financial planning by providing accurate utilization data, capacity forecasts, and resource cost projections.
• Use AI-powered analytics to identify profitability trends, predict budget overruns, and optimize resource allocation for maximum margin.
• Partner with Client Success on contract renewals and scope adjustments based on actual resource consumption and project history.

• Design and maintain workflow systems in Click Up (or similar platforms) that provide visibility into all active work, deadlines, and dependencies.
• Create and enforce standardized processes for project intake, routing, approvals, and delivery to reduce friction and improve predictability.
• Implement AI-driven automation for routine workflow tasks including status updates, deadline reminders, and capacity alerts.
• Identify and eliminate operational bottlenecks through process analysis, tool optimization, and workflow redesign.
• Develop templates, checklists, and standard operating procedures that enable teams to work more efficiently.
• Leverage AI tools to automate reporting, generate capacity dashboards, and create predictive analytics for leadership.
• Conduct regular workflow audits to ensure processes are being followed and identify opportunities for improvement.

• Facilitate communication between Client Success, Creative, Digital, and Social teams to ensure…