On The Map Marketing (OTM) is a private-equity-backed, rapidly growing local search marketing agency. Since 2021 the company has grown by 100%. Currently on track to do $7M in revenue in 2024 and $10M+ in yearly revenue by 2026.
With the rapid growth, OTM has recognized the need for a Director of Operations & Client Services. A dual-responsibility role: (1) owning processes and procedures, (2) ensuring excellent service delivery for our clients.
This role comes with a lot of responsibility and a lot of opportunity for growth! The current client portfolio size is $550k MRR and we expect this number to grow incredibly fast. The right candidate will seize the opportunity and yield maximum returns for OTM clients.
Operations Responsibilities:
- Create a scalable OTM team pod model.
- Manage OTM team pods.
- Coach/mentor OTM pod leaders.
- Hire/fire OTM pod leaders.
- Manage/improve OTM marketing service delivery processes.
- Document/manage OTM service SOP’s.
- Own Quickbase process/feature implementation (work w/ developer).
Client Services Responsibilities:
- Ensuring client needs are met/exceeded.
- Own churn.
- Own upsells.
- Handle highest-level client issue escalations.
- Client satisfaction check-ups.
Leadership Responsibilities:
- Join OTM leadership team.
- Continued implementation of EOS best practices across the company.
- Contribute to the strategic vision of OTM growth.
Experience/Requirements:
- 7+ Years of experience in client/services and operations roles.
- 7+ Years of SEO/PPC experience.
- Highly skilled in relationship building and conflict resolution.
- Highly skilled in upselling opportunity spotting/pitching.
- Experienced in managing/building agency marketing teams.
- Experienced in managing/building pod team models.
- Experienced w/ process rollout and adherence management.
- Experience running/implementing EOS frameworks.
What We’re Offering:
- Highly competitive salary.
- Signing bonus.
- Relocation bonus (if applicable).
- Unlimited PTO.
- Health Insurance: Full Coverage.
- Personal development budget: courses, conferences, access to coaches, etc.
- Team social programs, company trips, and quarterly events.
- Relocation support is available (considering remote and in-person).
Did we get your attention?
To be considered please make sure you have filled out the culture index survey!