PR Agency Operations & Projects Manager (REMOTE)

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 priorities Coordinate 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 team utilization, workload allocation and operational capacity across accounts  

Work with leadership to improve resource planning, client project budgets, workflow management and 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, workload distribution and operational performance across the agency 

Develop regular operational reporting across utilization, project status, delivery timelines and account profitability to support leadership decision-making 

Identify inefficiencies and recommend process improvements that improve execution, accountability and scalability 

Own operational reporting tied to delivery performance, utilization, project profitability, budgets and resource allocation 

 
Systems, Processes & Documentation 

Help standardize operational workflows, reporting structures and best practices across teams  

Develop and maintain operational documentation, templates, guides and internal process materials  

Support onboarding and training around agency systems, workflows and operational processes  

Ensure operational materials and workflows remain current 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  

What We’re Looking For 

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

Strong understanding of agency workflows, client delivery operations and resource management  

Experience managing multiple concurrent projects across cross-functional teams  

Experience building project estimates, managing scopes of work and overseeing operational budgets within an agency environment 

Experience working with agency project management systems such as Workamajig, Workbook, Function Point or similar platforms  

Strong organizational, communication and problem-solving skills  

Ability to operate in 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, operational systems and delivery processes  

Developing operational templates, reporting structures and process documentation  

Utilization tracking, resource forecasting and workflow optimization  

Utilization tracking, profitability reporting, resource forecasting and workflow optimization 

Leading remote and distributed teams