Location: Indianapolis (On-Site)
Reports To: CEOStatus: Full-Time | Competitive Salary | Revenue Sharing/Bonus PotentialMost Important TaskBuild and implement scalable systems that ensure high-performing teams, profitable client delivery, and exceptional service across all departments.This includes enforcing workflow standards, optimizing team utilization, and creating a culture of accountability.Goals
- Develop and refine the agency’s operational backbone to support strategic growth.
- Elevate team performance and ensure all departments deliver world-class service.
- Increase profitability through better resource management and operational efficiency.
- Maintain client satisfaction while improving internal execution and delivery.
KPIs (SMART-aligned)
- Client Satisfaction: Maintain >90% retention and satisfaction (via quarterly NPS or survey)
- Utilization Rate: Reach and maintain 75–85% average utilization within 90 days
- Project Margin: Increase gross margin on deliverables by 15% within 6 months.
- Hiring & Retention: Fill open roles in the future and reduce team turnover by 25% YoY.
- Process Compliance: Achieve 100% adherence to internal workflows across teams by end of Q3.
- Delivery Timeliness: 95% of program milestones hit on time.
- Cross-Functional Efficiency: Measurable reduction in handoff friction and scope creep by end of Q3.
Position OverviewFirebelly Marketing, an Indianapolis-based social media agency supporting food and beverage brands, is hiring a Director of Operations to lead its internal functions and drive operational excellence. This person will report directly to the CEO and partner with department leads across organic social, paid media, content/creative, email marketing, and analytics.The ideal candidate is a proven operations leader who thrives in agency environments and knows how to scale processes, develop talent, and ensure team alignment with performance targets.
You will be responsible for turning strategy into execution, helping us scale smartly and sustainably.ResponsibilitiesExecutive & Operational Leadership
- Act as the #2 leader in the business, partnering with the CEO on all agency initiatives.
- Champion Firebelly’s mission, vision, and core values—commitment, innovation, trust, and conscientiousness.
- Translate vision into executable operational plans across departments.
- Serve as a central hub between Organic, Paid Social, Content, Email, and Analytics.
Team Oversight & Development
- Lead and mentor team leads across Organic, Paid Social, Content, Email, and Analytics.
- Oversee hiring, onboarding, and performance management with an emphasis on professional growth.
- Collaborate with Project Manager to execute on timelines, budgets, and resource allocation.
Systems, Processes & Efficiency
- Refine/Redesign and enforce SOPs, tools, and workflows to standardize agency delivery.
- Monitor project health, remove roadblocks, and course-correct when needed.
- Refine utilization, time tracking, and margin tracking to improve profitability.
Client Delivery & Support
- Step in on key accounts when executive oversight or escalation is needed.
- Ensure programs are delivered on-time, on-budget, and with high quality.
- Track delivery success metrics and course-correct for underperforming areas.
Business Development Support
- Collaborate with sales and marketing to scope projects accurately.
- Support proposal strategy, pitch prep, and prospect conversations when needed.
- Identify and implement service line enhancements based on market trends.
Required Qualifications
- 8+ years (preferred) of experience in agency operations, including team leadership and client delivery.
- Proven success scaling marketing or creative teams in a high-performance setting.
- Financial acumen with strong understanding of billable structures and margin optimization.
- Expert in workflow systems, project management tools, and process development.
- Strong communicator with experience influencing cross-functional teams.
- History of creating a culture of accountability, clarity, and continuous improvement.
- Demonstrated ability to manage multiple departments with empathy and precision.
Bonus Skills
- Experience with agency-side paid social, influencer, or food/bev brands.
- Familiarity with non-core digital channels, CRM, and marketing automation.
Evaluation CriteriaPerformance will be reviewed based on:
Client ResultsClient SatisfactionTeam Leadership & DevelopmentOperational Systemization & ComplianceBusiness Development SupportProject Margin & ProfitabilityCompany-Wide Revenue PerformanceCompensation Package
- Salary Range: $80,000 to $100,000 depending on qualifications
- Insurance including medical, vision, dental and life
- 401k with match
- Paid time off
- Additional performance-based compensation opportunities
