VP of Delivery & Operations (Remote)

Human is a performance-driven digital agency helping ambitious eCommerce and growing brands scale profitably. We manage full-funnel marketing across paid media, retention, creative, design, SEO, development, and strategy. We’re known for blending data, creativity, and clear thinking to deliver work that actually drives growth. As we scale past the $5M mark, we are expanding our leadership team and hiring a VP of Delivery & Operations to strengthen our delivery engine, elevate our team, and build the systems that shape the next stage of Human. If you love making agencies run smoothly, elevating teams, building scalable systems, and being the operational backbone of an organization — this is the role. About the Role The VP of Delivery & Operations is Human’s internal operator and delivery leader. You will manage all delivery directors, own the agency’s operational systems, ensure cross-functional alignment, and make delivery reliable, predictable, and high-performing. This is a hands-on leadership role perfect for someone who has run delivery or operations inside a digital marketing agency and is excited to roll up their sleeves and build structure, clarity, and momentum. You ensure that the strategies created by our Account Directors and Growth leaders are executed at a high level across the agency. What You’ll Lead Delivery Leadership • Lead and support all delivery directors (Paid Media, Creative/Design, SEO, Account Management/Client Experience, plus collaboration with the CIO). • Manage cross-functional communication and ensure cohesive delivery across channels. • Serve as the primary point of escalation for delivery issues, timelines, bottlenecks, and execution risks. Operational Excellence • Build, document, and refine processes that make delivery consistent, scalable, and efficient. • Ensure teams adopt and follow internal workflows and systems (ClickUp, Slack). • Own operational reporting for delivery and team capacity. • Establish delivery standards, QA processes, communication guidelines, and SLAs • Embed AI-first processes and change management into workflows to improve efficiency and impact. Delivery Financial Performance • Oversee the delivery P&L ensuring healthy margins through efficient execution, accurate scoping, workload balance, and cost discipline. • Work with the CEO and vCFO to monitor delivery economics and make operational recommendations that improve profitability, resourcing, and forecasting accuracy. • Identify operational inefficiencies, over-servicing patterns, and margin risks and implement corrective processes. Resource & Capacity Management • Forecast staffing needs across departments. • Recommend resourcing decisions, including hiring, contractor usage, and load balancing. • Ensure departments are appropriately staffed to deliver high-quality work on time. Project & Workflow Governance • Translate client strategic plans into actionable, trackable workflows. • Align departments around timelines, dependencies, and expectations. • Reduce rework, miscommunication, and inconsistencies across accounts. Team Leadership & Coaching • Coach directors and elevate their leadership skills. • Run the delivery operating cadence: weekly delivery meetings, cross-department syncs, QA reviews, and performance forums. • Support onboarding of new delivery team members. Who You Are • 6+ years in operations, delivery, or program management at a digital agency. • Experienced managing multi-disciplinary teams and directors. • Excellent cross-functional communicator and relationship-builder. • Obsessed with clarity, process, structure, and forward momentum. • Calm, resourceful, and solutions-oriented under pressure. • Strong understanding of agency workflows (creative, media, dev, PM, strategy). • Comfortable being hands-on in an entrepreneurial, fast-moving environment. Bonus Points • Experience at a performance marketing agency. • Experience scaling an agency from $3M–$15M. • Background in operationalizing AI-enabled workflows (not required). • Familiarity with tools like ClickUp, Asana, Reporting dashboards. Why Join Human • You’ll have the autonomy to build the delivery engine the right way. • You’ll work with talented directors and specialists who want strong leadership. • You’ll be the right-hand operational partner to the CEO. • You’ll help shape the future of a growing, performance-driven agency. • You’ll join a culture that values PEOPLE, OWNERSHIP, GROWTH, AGILITY & RESULTS Compensation $160k-$180k base salary + performance-based bonus Free Healthcare Unlimited PTO Flexible remote culture Long-term growth opportunity as the agency scales Apply tot his job