Operations & Delivery Lead

Title: Operations & Delivery LeadStatus: Full TimeLocation: Hybrid (Cleveland, OH – primarily remote with occasional in-person meetings)Salary: Salary to be discussed by Bryant Staffing Solutions RecruiterBonus: Quarterly performance-based bonus (up to $10,000 annually)Visa Support: No Visa Sponsorship AvailableOverviewA 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 ResponsibilitiesProject Delivery & Client ManagementOwn end-to-end delivery of client engagements from post-sale through completionEnsure all projects stay on schedule, within scope, and aligned with quality expectationsProactively manage client communication, including setting expectations and addressing delaysLead delivery meetings and maintain clear visibility into project statusMonitor budgets, timelines, and overall project profitabilityCRM Strategy & ImplementationDesign and oversee CRM architecture, including data models, lifecycle stages, and automationSupport hands-on configuration of CRM platforms, including workflows, reporting, and integrationsEvaluate deliverables and ensure technical accuracy and best practicesOperations & Process DevelopmentBuild and refine scalable processes to improve delivery consistency and efficiencyDevelop and maintain SOPs across project workflows, handoffs, and quality controlManage and optimize project management tools and internal systemsLead post-project retrospectives and implement continuous improvementsTeam Leadership & Resource ManagementManage and mentor team members and contractorsConduct regular one-on-ones and provide performance feedbackSupport hiring and onboarding as the team growsMonitor team capacity and allocate resources effectivelyPre-Sales & Solution Design SupportParticipate in select pre-sales conversations to assess feasibility and scope solutionsProvide input on CRM strategy and technical approachRequired QualificationsExperience in project delivery, operations, or account management within an agency or client services environmentStrong ability to manage timelines, budgets, and client expectationsDemonstrated leadership experience, including team oversight and coachingProven ability to build processes and improve operational workflowsExcellent communication skills, particularly in managing delicate client situationsAbility to proactively identify risks and resolve issues before escalationStrong technical aptitude and ability to quickly learn new tools and systemsPreferred QualificationsExperience with HubSpot CRM, including architecture and implementationHubSpot Solutions Architect certification or similar experienceFamiliarity 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 supportExperience working with freelancers or contract teamsComfort working within evolving environments and leveraging new technologies, including AI toolsKey Skills RequiredProject and operations managementClient relationship managementCRM systems and process automationLeadership and team developmentProblem-solving and proactive planningWhy 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.