Nine10 is a digital marketing and web agency based in Grande Prairie, Alberta, serving clients across Western Canada.We design and build websites, manage hosting environments, execute SEO and digital marketing programs, support ongoing growth initiatives, and deliver branding and print services.We are practical. We value execution. We care about clarity, accountability, and work that actually gets done. We are a collaborative, no-drama team that values initiative, transparency, and mutual respect.As we continue to grow, we are intentionally strengthening our operational structure and leadership.Director of Agency Operations
This is a senior, cross disciplinary role responsible for bringing clarity, visibility, and accountability to agency delivery and client operations. This role is inspired by
EOS
and is an adapted
Integrator
role for an agency of Nine10’s size. This is a full time, in-agency role based in our Grande Prairie office.Your work ensures that:
Leadership focuses on high value decisions, not daily coordinationAll active work is visible and progressingScope aligns with billingRevenue converts into cash with disciplineClients feel supported and confidentThis role is designed to evolve into broader operational leadership for the right individual. You will work closely with leadership and production teams to create operational clarity that benefits everyone.Role Overview
The Senior Client Operations and Delivery Manager blends:Client operations and account supportProject and delivery oversightSales and lead triageEssential operational administrationThis is not
a primary sales role, a creative director position, or a strategy-only function.
It is




a hands-on leadership role where accountability and execution carry more weight than hierarchy or title.Strong operations require disciplined systems and follow-through. This role includes ownership of key administrative workflows that protect visibility, delivery speed, and financial clarity.Core Mandate
You are responsible for operational continuity across the agency.You are expected to:Surface risks earlyAct without waiting for task based directionMaintain clarity across moving partsProtect delivery speed and billing disciplinePrimary Responsibilities
Agency Wide Delivery Oversight
(primary)Maintain real time visibility of all active workManage and maintain the Work in Progress trackerMonitor job progress across web, branding, print, hosting, digital marketing, and trainingIdentify stalled work, scope creep, delivery risk, and bottlenecks earlySupport production teams with accountability and structureEscalate issues before they become client problemsFinancial Alignment and Billing Discipline
(primary)Trigger and issue deposits at project commencementEnsure milestone and completion invoices align with deliveryMonitor accounts receivable and agingSupport timely follow up and collectionsCoordinate with leadership and the external bookkeeper on invoices, COGS, and documentationFlag margin concerns or scope misalignment earlyMaintain billing discipline without becoming clericalClient Operations and Account Support




(primary)Act as a primary operational point of contact for assigned clientsEnsure clients understand timelines, scope boundaries, and next stepsCoordinate internal resources to meet client needsIdentify upsell, cross sell, or training opportunitiesOperational Administration
(primary)Maintain organized calendars and task systemsKeep documentation and tracking tools accurate and currentCapture meeting follow ups and action itemsSupport internal communication flowEnsure nothing falls through the cracksClient Support and Technical Triage
(secondary)Serve as first line intake for support inquiriesTriage and route issues efficientlyTrack recurring patterns in supportRecommend training or process improvements to reduce repeat issuesSales and Lead Triage Support
(secondary)Act as first response for inbound sales inquiriesGather relevant background information including context, urgency, and budget signalPrepare structured notes for the sales leadBook discovery meetingsEnsure prospects are organized and preparedProject Readiness and Kickoff Coordination
(secondary)Support clean project readiness once scope is confirmedEnsure documentation, access credentials, and timelines are completeCoordinate structured kickoff processesConfirm internal alignment before work beginsWho Thrives in This Role
Have senior experience in agency operations, delivery, or client operationsUnderstand how website and digital marketing projects actually unfoldAre highly organized and systems orientedTake pride in closure and follow throughTake pride in bringing stability and clarity, while contributing to shared team winsPrefer autonomy paired with accountabilityTake in

📌 Director Of Agency Operations (Toronto)
🏢 Nine10
📍 Toronto