Delivery Operations Manager

Reports to: Chief Operating Officer

Direct Reports: 5 Project Coordinators and 1 Scheduler

Location: Remote (US)

Position Summary

As Aha Media continues to grow, we’re creating a new leadership role responsible for building the systems that allow exceptional client work to happen consistently and predictably.

The Delivery Operations Manager owns the operational engine behind project delivery. This person is responsible for capacity planning, workflow visibility, resource allocation, scheduling, delivery dashboards, and operational process improvement across the organization.

This is not a traditional project management position.

The Delivery Operations Manager is the primary decision-maker for assigning Project Coordinators to projects, delivery workflow standards, and operational escalation processes, and is accountable for on-time delivery performance across the organization.

Instead of managing client projects directly, you’ll build the systems, coaching, and operating rhythm that enable our Project Coordinators to deliver work efficiently while allowing senior leadership to focus on strategy, client success, and growth.

While this role does not carry a regular client project portfolio, the Delivery Operations Manager may provide temporary hands-on support during significant delivery risks, staffing gaps, or organizational transitions.

The Ideal Candidate

You:

• Thrive on creating order from complexity.
• Have experience working closely with senior executives to create and implement strategic operational design
• Identify bottlenecks before others do and enjoy designing systems that make work easier for everyone around you.
• Coach people and improve processes. Rather than jumping into projects yourself, you build operating systems that help others succeed.
• Measure success by how smoothly work flows through an organization—not by how many projects you personally manage.

What You’ll Own

Delivery Operations

• Own the operational delivery system for Aha Media
• Own resource allocation, project scheduling, and workload balance across the Project Coordinator team
• Build repeatable operational processes and SOPs
• Identify operational bottlenecks before they become client issues
• Use pipeline and active-project data to anticipate staffing needs, and recommend hiring, freelance, or contractor support to leadership

Workflow Management

• Monitor active projects across all teams
• Drive workflow follow-up and accountability
• Maintain delivery dashboards and reporting
• Track operational KPIs
• Lead escalation tracking and resolution
• Improve forecasting and delivery predictability

Team Leadership

Manage the Project Coordinator team through:

• Setting clear performance expectations for the Project Coordinators and Scheduler
• Ongoing coaching, feedback, and professional development
• Onboarding and training for new team members
• Building consistency in how Project Coordinators manage projects, communicate risks, and document decisions
• Continuous process improvement and implementation of new systems
• Weekly operational meetings

Operational Excellence

• Design scalable delivery processes
• Standardize project operations
• Improve cross-functional communication
• Implement new operational tools
• Recommend process improvements based on data
• Create operational documentation

Cross-Functional Leadership

• Partner closely with Account Executives to ensure project plans, staffing, timelines, and delivery expectations are realistic and visible
• Establish clear operating expectations between Account Executives, Project Coordinators, and other teams
• Facilitate decisions involving scope, timing and staffing
• Surface risks to account and executive leadership early enough for decisions to be made
• Lead adoption of new workflows, systems, and operating practices

Qualifications

Required

• 7+ years in project operations, PMO, delivery operations, or agency operations
• Experience leading project managers or coordinators
• Strong resource planning and capacity management experience
• Experience improving operational workflows
• Exceptional organizational skills
• Excellent communication skills
• Comfortable working with multiple competing priorities
• Experience using project management, resource planning, dashboard, and workflow tools; familiarity with platforms such as Airtable, Workfront, Basecamp, Asana, or Smartsheet is helpful
• Agency or professional services experience
• Experience managing performance and coaching team members

Preferred

• Healthcare experience
• Experience building operational dashboards
• Familiarity with utilization and capacity planning

Aha Media Group is a fast-paced atmosphere. If these align with your values, you should apply:

• Excellent: Our commitment to excellence in everything we do includes understanding we do our best each and every time.
• Growth-oriented: We learn from our mistakes and focus on improvement.
• Respectful and direct communicators: We follow the adage of delivering truth mixed with kindness.
• Accountable: We own our wins and our mistakes.
• Passionate about customers: They are the focus of all that we do.
• Inventive: We create best practices in our industry.