Head of Operations

Wayfinder Agency is a fully remote, performance-focused digital marketing agency helping clients grow through high-impact paid media strategies. We operate with a lean, collaborative team that values ownership, adaptability, and outcomes over bureaucracy. We're small but mighty, and we care deeply about doing things the right way while having fun along the way. About the Role: We’re hiring a Head of Operations to lead the core functions that keep our agency running smoothly, from team performance and client delivery to systems and scaling. You’ll be responsible for managing and developing our Account Managers, improving internal workflows, and ensuring clients receive consistently high-quality service. This role is both strategic and hands‑on: you’ll work closely with the founder, support a growing team, and build the operational infrastructure to help us grow sustainably. The ideal candidate brings strong agency experience, high emotional intelligence, and a calm, structured approach to leadership in a fast‑moving environment. This role is a Full‑Time remote position. We are looking for a Head of Operations specifically with these requirements: Excellent English written and verbal communication skills. 5+ years of experience in a marketing or digital agency, with hands‑on exposure to client delivery and team leadership. Extensive experience in hiring, from defining role needs to sourcing, assessing, and selecting top talent for client‑facing and operational roles. Proven people‑management experience, including coaching, performance management, and handling underperformance. Strong talent judgment; able to assess, hire, and develop high‑performing team members. Strong client leadership skills; comfortable owning relationships, managing escalations, and driving retention. Demonstrated ability to run operations in a fast‑paced, lean agency environment, balancing people, clients, and systems. A track record of building, improving, and scaling SOPs, workflows, and delivery standards. High emotional intelligence and communication skills, especially in difficult or high‑pressure situations. Strong decision‑making and prioritization abilities, with a bias toward action and comfort operating with imperfect information. Experience working closely with founders or senior leadership as a trusted, low‑ego operator. Alignment with performance‑driven values; accountability, quality, speed, and strong client outcomes. Your responsibility will include (but not limited to): Lead agency hiring; define role needs, run end‑to‑end recruitment, and build strong hiring systems for roles such as Account Managers, delivery specialists, and support staff. Lead, onboarding, coaching, and performance management across the team. Provide day‑to‑day support and feedback to Account Managers and delivery specialists. Manage team health, morale, and underperformance as needed. Oversee client delivery operations, ensuring account health, retention, and high‑quality renewals/QBRs. Handle client escalations with confidence and professionalism. Support and enable Account Managers to improve communication, consistency, and ownership across accounts. Own and refine internal processes: SOPs, tooling, automations, and project management systems. Plan team capacity and pod structure to support client demands and agency growth. Drive improvements in client onboarding, ensuring faster activation and fewer errors. Proactively identify operational bottlenecks and build scalable solutions. Help reduce founder involvement in day‑to‑day people and client issues through clear ownership and leadership. Opportunity to grow into a Director or VP‑level role as the agency scales. Direct mentorship and collaboration with the founder; high trust and visibility in company decision‑making. Play a key role in shaping team structure and growing headcount from ~11 to 15+ this year. Work remotely from anywhere in Canada, with optional travel to 2‑3 annual U.S. game conventions. Flexible time‑off policy; take the time you need to recharge. Tech stipend to set up your home office. Strong emphasis on career development, coaching, and internal growth opportunities. You’re not a fit for this role if… ❌ You don’t have experience working in a marketing or digital agency environment. ❌ You haven’t managed both clients and internal teams simultaneously. ❌ You’re unfamiliar with building or improving SOPs, workflows, or delivery systems. ❌ You’re not comfortable making decisions with limited or imperfect information. Our hiring process is made up of four parts, so please be aware that you will need to dedicate time for a questionnaire, a video, and two 1‑on‑1 interviews. Thank you for taking the time to consider this position. I look forward to hearing from you soon #J-18808-Ljbffr