Client Operations Manager

Agency:

Initiative

Job Function:

Account Management and Growth

Job Subfunction:

Account Management

Job Description:

Team Overview

Join a team where operational excellence drives lasting impact on our clients' businesses. As a key member of our global Client Operations team supporting the Amazon account, you will help establish team-wide Operational Standards that directly impact our clients' business by working backwards from client needs, leveraging innovative solutions including AI and automation, and optimizing processes through the intelligent use of technology. Together, our team acts as expert optimizers and transformational problem solvers who insist on the highest standards, delivering seamless experiences characterized by accuracy and on-time delivery of work. We invent and simplify: streamlining workflows, eliminating friction, empowering teams with clear ownership and accountabilities to spark new ideas, and equipping our people with the cutting-edge tools and knowledge they need to excel. We operate as one global team while driving deep alignment within each local market. We are customer obsessed and relentless in our pursuit of excellence, committed to continuous improvement, all the time earning trust through transparency, empathy, and care for all stakeholders.

Role Overview

We are seeking an experienced Client Operations Manager to join our Operations team supporting the Amazon account. The person in this role will leverage data, tools, process, and AI to optimize and steward foundational workstreams across End-to-End Media Operations, Business Operations, and Finance Operations for assigned lines of business. A successful Client Operations Manager takes Ownership well beyond their job description: they drive critical projects forward with a Bias for Action, earn trust with internal stakeholders and clients, and have a track record of diving deep to proactively find gaps in team processes and building creative solutions to close them.

Role Objective

This position is responsible for the management of our End-to-End Operations process through the development and maintenance of processes that support critical client deliverables, ensuring accuracy and cross-functional compliance to meet all deadlines. The role owns key operational workstreams and serves as a liaison with cross-craft teams to improve process efficiency (saving time) and effectiveness (reducing errors). The Manager must understand the overarching Operations team goals of driving operational efficiency and, ultimately, automation, how those goals translate to every project they contribute to, and consistently Deliver Results despite setbacks.

Operational Responsibilities & Tool Management

• Leverage knowledge of media buying and operations to identify and develop process enhancements across workstreams including budget management, data cleanliness/compliance, and tool maintenance

• Own media plan and CMM template updates and workflow rollout (e.g., Workfront) for assigned lines of business, driving standardization across markets

• Own finance operations workstreams for assigned accounts: billing process documentation and protocol, monthly aging report review with team accountability, and client/product code creation and tracking through finance and media systems

• Maintain global staffing documentation and monthly finance communications; keep cross-LOB staff plans current based on approved plans

• Oversee trafficking process adherence and brand safety workstreams (e.g., DoubleVerify playbooks, whitelist/blocklist distribution, quarterly performance reviews) for assigned accounts

• Enforce process and timeline compliance via appropriate measures (reminders, calendars, project management tools, and team communications)

• Ensure planning and buying system data cleanliness at all times through QA tools, standardization across LOBs, and compliance with data tagging and classification rules

• Translate automation needs to data engineering and platform teams using a strong understanding of end-to-end media planning, systems, and Excel

• Maintain documentation of ongoing optimizations and develop training materials that apply across LOBs on a global scale, including the team knowledge hub (AmazonIQ)

• Support team infrastructure: new hire onboarding, monthly townhalls, employee satisfaction survey and action plans, and internal tool access governance

• Effectively manage and prioritize multiple projects, establish deadlines, and manage escalations to stakeholders

• Demonstrate Ownership and Dive Deep: work independently to proactively identify problems and friction points teams are experiencing before they are escalated, get to root causes rather than symptoms, and propose high-impact, scalable solutions with clear business cases

• Operate as part of a global team: align processes, tools, and standards across markets while serving as the driver of operational alignment and adoption within the country in which this role resides
  

AI & Automation

• Invent and Simplify with judgment: understand when to build an AI solution and when not to, evaluating use cases for automation and AI against accuracy requirements, data readiness, effort, and risk, and balancing the speed of AI with its limitations (hallucination, data privacy, quality control, and the continued need for human review). Being right a lot matters more than being fast

• Identify repetitive, rules-based workstreams that are strong candidates for AI or automation and partner with operations leadership to pilot solutions

• Own human-in-the-loop QA for AI-assisted outputs within assigned workstreams, ensuring accuracy before client-facing use
  

Leadership & Collaboration

• Provide day-to-day guidance and QA support to Project Managers on shared workstreams

• Act as a trusted operational point of contact for account teams within assigned lines of business
  

Desired Skills & Experience

• 3-5 years of media experience in media operations, planning, client management, and/or digital activation

• Relevant systems and process experience (media planning/buying platforms such as MediaTools, MediaOcean/Prisma; ad tech such as CM360 and ad verification)

• Working knowledge of AI tools in a professional context and sound judgment about their appropriate use 

• Excellent communication and collaboration skills with internal and external stakeholders at all levels

• Proactive, resourceful, and organized team player with strong interpersonal and relationship-building skills

• Strong analytical skills with the ability to identify areas for improvement and optimization

• Advanced Excel (data compilation, analysis, and visualization: pivot tables, SUMIFS, VLOOKUP/XLOOKUP, etc.)

• Strategic thinker and problem solver with exceptional attention to detail

• Strong project management skills with a proven history of handling multiple projects against tight deadlines 

• Experience with project management tools (Workfront, Jira, Asana, Lucid) preferred; Workfront administration experience a strong plus 

Omnicom’s policy requires employees to work in the office for a minimum of three days a week, unless additional in-office days are directed by their agency or manager. Our objective is to increase this requirement over time, and many of our agencies as well as Omnicom’s corporate group already require five days of in-office attendance.

Omnicom is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and we’re focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together. Join us—we look forward to getting to know you. We will process your personal data in accordance with our Recruitment Privacy Notice.

Link to Recruitment Privacy Notice: https://www.omc.com/privacy-notice/