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About the Role

The Client Operations Director is responsible for the operational leadership of one or more significant client relationships, including direct leadership of the Project Management function supporting those businesses. This role oversees the account operating model, team structure, financial performance, delivery excellence, and ways of working, ensuring the business is designed to deliver exceptional client outcomes while maintaining strong commercial performance and sustainable team health.

Responsibilities

Lead the Project Management team across the account, establishing standards for planning, execution, resource management, and delivery excellence.
Build, develop, and mentor a high-performing team of Project Managers, creating clear career paths and growth opportunities.
Ensure consistent application of project management methodologies, governance, tools, and best practices across all workstreams.
Establish accountability for project health, staffing, scope management, schedules, budgets, and delivery outcomes.
Review portfolio-level project performance and proactively identify operational risks, dependencies, and resource constraints.
Partner with Project Management leaders to continuously improve ways of working and operational effectiveness.
Foster a culture of transparency, collaboration, accountability, and proactive problem solving.
Ensure Project Management is viewed as a strategic business partner that enables stronger creative, client, and commercial outcomes.
Establish rigorous approaches to scope definition, estimation, change management, and approvals.
Ensure all work is appropriately scoped and contracted before initiation.
Create visibility into scope consumption, staffing allocations, and resource utilization across all workstreams.
Partner with Account and Finance leadership to ensure client work is appropriately scoped, staffed, and delivered profitably.
Monitor actual performance against scope and budget, proactively addressing variances before they impact business results.
Deliver operational reporting, forecasting, and business reviews for agency and account leadership.
Support annual planning, staffing forecasts, revenue projections, and growth strategies.
Design and evolve team structures that balance client needs, employee experience, operational effectiveness, and financial performance.
Build agile, multidisciplinary teams capable of adapting to changing business demands and evolving client priorities.
Partner with discipline leaders to optimize talent deployment and ensure critical capabilities are available when needed.
Establish clear accountability and operating rhythms across large, integrated teams.
Define and implement best-in-class delivery processes across client engagements.
Develop operational frameworks that improve efficiency, transparency, predictability, and quality.
Identify operational bottlenecks and implement solutions that improve performance and reduce delivery risk.
Lead continuous improvement initiatives across project management, production, resource management, and client operations.
Drive adoption of agency platforms, reporting tools, resource management systems, and emerging technologies.
Champion operational rigor while creating the conditions for creative teams to do their best work.
Translate business objectives into scalable operating models and delivery approaches.
Facilitate productive conversations around priorities, tradeoffs, investments, staffing strategies, and delivery plans.
Partner closely with Client Leads to ensure operational plans support account growth and long-term client success.
Support new business efforts, account expansion opportunities, and onboarding of new engagements.
Bring operational perspective to strategic decisions that impact client relationships and agency performance.

Requirements

10+ years of experience in project management, operations, client services, delivery leadership, or consulting.
5+ years of experience leading multidisciplinary teams in a creative agency, consulting, production, technology, or integrated marketing environment.
Demonstrated experience managing large, complex client businesses with significant revenue responsibility.
Experience leading and developing Project Management teams on large-scale clients.

Skills

Deep understanding of agency financial management, including revenue forecasting, utilization, burn tracking, margin management, staffing models, and resource planning.
Expertise in scope development, estimation, commercial governance, and change management.
Experience building and leading multidisciplinary teams across Strategy, Creative, Experience Design, Production, Technology, and Account Management.
Strong understanding of Agile delivery methodologies and modern operating models.
Experience implementing technology-enabled workflow, automation, and operational transformation initiatives.
High proficiency with project management, resource management, financial reporting, and workflow management platforms.
Exceptional analytical, communication, stakeholder management, and leadership skills.
Proven ability to influence and drive alignment across senior leadership teams.
Experience working within global and matrixed organizations.
Passion for building modern, efficient, high-performing ways of working that enable both creative excellence and business growth.

Location

California
Colorado
Connecticut
District of Columbia
Illinois
Maine
Maryland
Massachusetts
Minnesota
New York
New Jersey
Ohio
Virginia
Washington

Work Type

Onsite

Experience Level

10+ years of experience
5+ years of experience

Salary/Compensations

California $163,000 to $369,800
Colorado $163,000 to $319,500
Connecticut $163,000 to $319,500
District of Columbia $173,500 to $340,200
Illinois $150,900 to $319,500
Maine $138,800 to $272,100
Maryland $163,000 to $319,500
Massachusetts $163,000 to $340,200
Minnesota $163,000 to $319,500
New York $150,900 to $369,800
New Jersey $173,500 to $369,800
Ohio $150,900 to $295,800
Virginia $150,900 to $340,200
Washington $173,500 to $340,200

Benefits

medical, dental, vision, life, and long-term disability coverage
a 401(k) plan
bonus opportunities
paid holidays
paid time off

About the Company

Droga5, part of Accenture Song, is a creative agency with offices in New York, London, Dublin, Tokyo, and Sao Paulo. We create ideas, experiences, and businesses that influence culture and drive growth for some of the world's most ambitious brands.
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Opportunity

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
For details, view a copy of the Accenture Equal Opportunity Statement
Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.
Accenture is committed to providing veteran employment opportunities to our service men and women.