Chief Operating Officer

MDG is a national, full-service marketing solutions partner with deep specialization in multi-location businesses. We have extensive experience in helping businesses develop winning growth strategies that harness the power of scale and drive marketing and operational efficiency.As the Chief Operating Officer, you will be responsible for operational execution, organizational accountability, and client delivery excellence across MDG. This role owns the translation of strategy into results by ensuring teams, processes, technology, and resources are aligned to grow revenue, improve margins, and enhance client retention.The COO will lead MDG’s day-to-day operations while modernizing the agency’s operating model. This role is highly hands‑on, outcomes‑oriented, and critical to the company’s 2026 strategy and long‑term growth. Problem solving, technical familiarity, autonomous and entrepreneurial spirit combined with strong leadership skills, will be required to effectively manage our marketing and web development processes with the goal of 100% client success.DUTIES AND RESPONSIBILITIESOperational Leadership & AccountabilityOwn all agency operations including account management, project management, creative, media, digital, and technology teamsEstablish clear accountability frameworks, performance standards, and operating cadencesEnsure work is delivered on time, on budget, and at agreed quality levelsEstablish team productivity standards, tracking, and reporting with clear accountabilityContinuously identify opportunities for process improvement and efficiency, ensuring that the agency operates smoothly and meets client needs.Client Delivery & RetentionEnsure a proactive, strategic, and consistent client experiencePartner with account leadership on KPIs, QBRs, and proactive recommendationsCreate, coach, and manage processes to aid the account team in continued client satisfaction, retention, and growth. Own operational aspects of contract scoping, renewals, and profitability management.Responsible for account financial management, including scoping, managing, and renewals. Create processes and reports to help guide client profitability.Ensure the quality of work and services provided by the agency by setting and enforcing quality standards and processes.Financial & Margin ManagementOwn operational P&L performance in partnership with FinanceImprove gross margin through process standardization, resource optimization, and scoping and utilizationImplement reporting to track client profitability, department performance, and capacityUtilize data and analytics to make informed decisions, optimize strategies, and measure the effectiveness of marketing campaigns.Strategy Execution & Service EvolutionIn partnership with the President and VP of Strategy, develop and implement the agency's strategic plans, which may include growth strategies, expansion into new markets, and developing new service offerings to meet revenue goalsOperationalize new and evolving service offerings in account management, project management, creative, media, digital, and technologyEnsure services are scalable, profitable, and consistently deliveredIdentify and mitigate operational risks that could impact the agency's performance and reputation.Technology, AI & Systems EnablementStay up-to-date with the latest digital marketing technologies and tools, and assess how they can be integrated into the agency's operations to improve efficiency and results with a specific focus on AI.Lead the operational integration of AI tools, automation, and analytics platformsEvaluate and implement systems to improve speed, quality, visibility, and client outcomesProvide recommendations for utilizing internal tech stack to improve operationsPeople Leadership & Talent DevelopmentLead, coach, and develop department leadersSupport hiring, onboarding, and performance managementBuild a culture of ownership, accountability, and continuous improvementEnsure organizational structure aligns with strategy and workloadVendor & Partner ManagementSelect, negotiate, and manage third-party vendors and technology partnersEnsure external partners support quality, margin, and growth objectivesSUCCESS METRICSRevenue retention and churn reductionClient satisfaction, NPS, and QBR assessmentsOperational efficiency and utilizationMargin improvementOn-time, on-scope deliveryAdoption of AI and data‑driven workflowsTeam productivity and accountabilityRequirements10+ years of senior operations leadership in a digital marketing agency, consultancy, or complex service organizationProven experience managing multi‑disciplinary teamsStrong financial and operational acumenDemonstrated success implementing process discipline and accountabilityExperience integrating technology, data, and automation into operationsComfortable operating in a fast‑moving, entrepreneurial environmentBenefitsWe offer competitive healthcare, dental, and vision plans along with several voluntary benefit extras. Employees receive generous PTO in addition to all major holidays and the option to enroll in a comprehensive 401K plan with employer matching. #J-18808-Ljbffr