Think Ink Pr

About THINKINK

THINKINK is a specialist B2B communications agency working with technology companies in the aviation, loyalty, payments, retail, sustainability and travel sectors. We help clients build and improve brand visibility, strengthen market positioning and support commercial growth through integrated communications, media relations, research and content programs. Our clients and team members are located in North America, the UK, Europe and Australia.

We are looking for an experienced Agency Operations & Projects Manager to lead the operations of our agency, from workflow planning and scheduling, resource management, client project planning and overseeing how work is delivered across the business. This is a remote position.

The Role

The Agency Operations & Projects Manager will oversee the operational coordination of client programs and projects across the agency, helping ensure work is delivered on time, resources are allocated effectively, and teams operate efficiently across multiple concurrent accounts and workstreams.

This role sits at the center of day-to-day agency operations and requires someone who understands the pace, complexity and moving parts of agency environments. It combines project operations, workflow oversight, budget management and delivery accountability, with responsibility for maintaining the systems, reporting structures and operational processes that support client services delivery across the agency.

You will work closely with leadership, account managers and cross-functional teams to improve project visibility, workflow management, operational consistency, accountability and resource utilization across the agency.

Responsibilities

Project & Workflow Operations

• Build and manage project plans, timelines and workflows across multiple client accounts and internal initiatives Create and issue internal project assignments, ensuring teams have clear deliverables, timelines, ownership and prioritiesCoordinate project timelines, deliverables and dependencies across teams Monitor project progress and identify delivery risks, bottlenecks or operational gaps Help ensure client work is delivered against agreed SOWs, timelines and priorities
• Support account teams with operational planning and project coordination across complex workstreams
• Escalate timeline, resource or delivery risks proactively and work with leadership to resolve operational blockers before they impact client delivery
• Maintain accountability across teams by tracking deliverables, following up on deadlines and helping ensure work progresses according to plan
• Maintain and optimize the agency's project management system, templates and operational workflows
• Build project estimates, scopes of work (SOWs), timelines and operational plans in partnership with leadership and account teams during the sales and onboarding processes
  

Resource & Operational Management

• Plan and track teamutilization, workloadallocationand operational capacity across accounts

• Work with leadership to improve resource planning,client project budgets,workflowmanagementand delivery oversight

• Track project profitability,utilization, burn rates and budget performance across accounts and client programs

• Manage project reconciliations, budget tracking and operational reporting tied to scopes of work and resource allocation

• Maintain visibility into project status, workloaddistributionand operational performance across the agency

• Develop regular operational reporting acrossutilization, project status, deliverytimelinesand account profitability to support leadership decision-making

• Identifyinefficiencies and recommend process improvements that improve execution,accountabilityand scalability

• Own operational reporting tied to delivery performance,utilization, project profitability,budgetsand resource allocation

Systems, Processes & Documentation

• Helpstandardizeoperational workflows, reportingstructuresand best practices across teams

• Develop andmaintainoperational documentation, templates,guidesand internal process materials

• Support onboarding and training around agency systems,workflowsand operational processes

• Ensure operational materials and workflowsremaincurrent as the agency grows

Cross-Functional Coordination

• Work across PR, content, creative, digital, social and research functions to support operational alignment

• Coordinate with account managers and leadership to help resolve operational challenges and delivery issues

• Participate in internal planning and workflow discussions tied to client delivery and operational improvements

WhatWe'reLooking For

• 10+ years of experience in agency operations, project management or delivery management within a PR, communications,advertisingor creative services agency

• Strong understanding of agency workflows, client deliveryoperationsand resource management

• Experience managing multiple concurrent projects across cross-functional teams

• Experience building project estimates, managing scopes ofworkand overseeing operational budgets within an agency environment

• Experience working with agency project management systems such asWorkamajig, Workbook, FunctionPointor similar platforms

• Strongorganizational, communication and problem-solving skills

• Ability tooperatein fast-moving agency environments with shifting priorities and deadlines

• Strong attention to detail and follow-through

• Comfortable working across multiple stakeholders and teams simultaneously, as well as directly with clients

Ideal Experience

• Supporting operational growth within an agency environment

• Improving workflows, operationalsystemsand delivery processes

• Developing operational templates, reportingstructuresandprocessdocumentation

• Utilizationtracking, resourceforecastingand workflowoptimization

• Utilizationtracking, profitability reporting, resourceforecastingand workflow optimization

• Leadingremoteand distributed teams