Title: Operations & Delivery Lead
Status: Full Time
Location: Hybrid (Cleveland, OH – primarily remote with occasional in-person meetings)
Salary: Salary to be discussed by Bryant Staffing Solutions Recruiter
Bonus: Quarterly performance-based bonus (up to $10,000 annually)
Visa Support: No Visa Sponsorship Available
Overview
A growing, purpose-driven digital agency is seeking an Operations & Delivery Lead to serve as a key leader responsible for ensuring client work is delivered on time, within budget, and at a high level of quality. This individual will act as a right hand to leadership, owning delivery operations while also contributing hands-on to CRM solution design and process development.
This is a highly visible role within a small, collaborative team environment, requiring someone who is both strategic and execution-focused. The ideal candidate is proactive, detail-oriented, and skilled at anticipating and preventing problems before they impact delivery.
Key Responsibilities
Project Delivery & Client Management
- Own end-to-end delivery of client engagements from post-sale through completion
- Ensure all projects stay on schedule, within scope, and aligned with quality expectations
- Proactively manage client communication, including setting expectations and addressing delays
- Lead delivery meetings and maintain clear visibility into project status
- Monitor budgets, timelines, and overall project profitability
CRM Strategy & Implementation
- Design and oversee CRM architecture, including data models, lifecycle stages, and automation
- Support hands-on configuration of CRM platforms, including workflows, reporting, and integrations
- Evaluate deliverables and ensure technical accuracy and best practices
Operations & Process Development
- Build and refine scalable processes to improve delivery consistency and efficiency
- Develop and maintain SOPs across project workflows, handoffs, and quality control
- Manage and optimize project management tools and internal systems
- Lead post-project retrospectives and implement continuous improvements
Team Leadership & Resource Management
- Manage and mentor team members and contractors
- Conduct regular one-on-ones and provide performance feedback
- Support hiring and onboarding as the team grows
- Monitor team capacity and allocate resources effectively
Pre-Sales & Solution Design Support
- Participate in select pre-sales conversations to assess feasibility and scope solutions
- Provide input on CRM strategy and technical approach
Required Qualifications
- Experience in project delivery, operations, or account management within an agency or client services environment
- Strong ability to manage timelines, budgets, and client expectations
- Demonstrated leadership experience, including team oversight and coaching
- Proven ability to build processes and improve operational workflows
- Excellent communication skills, particularly in managing delicate client situations
- Ability to proactively identify risks and resolve issues before escalation
- Strong technical aptitude and ability to quickly learn new tools and systems
Preferred Qualifications
- Experience with HubSpot CRM, including architecture and implementation
- HubSpot Solutions Architect certification or similar experience
- Familiarity with CRM integrations, APIs, and automation tools (e.g., Zapier, Make)
- Experience with project management platforms (e.g., Teamwork, ClickUp)
- Background in sales engineering or technical pre-sales support
- Experience working with freelancers or contract teams
- Comfort working within evolving environments and leveraging new technologies, including AI tools
Key Skills Required
- Project and operations management
- Client relationship management
- CRM systems and process automation
- Leadership and team development
- Problem-solving and proactive planning
Why This Location?
Cleveland and the surrounding region offer a strong balance of affordability and lifestyle, with access to cultural attractions, outdoor recreation, and a growing business community. The hybrid structure allows for flexibility while maintaining opportunities for in-person collaboration.