Client Operations Manager (Event or Agency experience preferred)

Building a Brand Starts with a Story

FIRST is a leading global brand experience agency serving clients in various industries, including financial services, technology, new & traditional media, aerospace, healthcare, and professional services. FIRST has received numerous accolades, including being listed among the 2025 Most Innovative Marketing Agencies of the Year by Chief Marketer, named Top Agency of the Year 2024 by Event Marketer, highlighted as a Global Agency of the Year, over 100 Employees by C&IT, and listed among the "200 Top Marketing Agencies" in 2024, 2023, & 2022 by Chief Marketer.

Learn more at www.firstagency.com

Location: New York City (in office requirement - hybrid 2 days a week in FIRST NY office)

What You Would Get To Do:

We’re seeking a detail-oriented and commercially minded Client Operations Manager/Commercial Operations Manager to help drive the financial and operational success to assigned accounts or teams. In this role, you’ll turn commercial strategy into clear processes and insights, equipping delivery teams with accurate reporting, guidance, and operational frameworks that support profitability and scope alignment. This role will collaborate closely with Finance, Data & Analytics, and Account Directors to ensure compliance, maintain service-based pricing structures, and identify risks or opportunities. This is an ideal role for someone with strong financial acumen, a data-driven mindset, and the ability to connect day-to-day delivery with big-picture business goals.

Your Contributions

Commercial Advisory

• Maintain accurate reporting for the dedicated account(s), including utilization, margin analysis, hours charged vs forecast, and resource allocations.

• Conduct variance analysis, monitor utilization trends, and provide actionable recommendations.

• Advise on resourcing, scope design, and pricing strategies to meet margin, utilization, and forecast targets; interpret operational data to flag risks such as scope creep, overutilization, and under-billing; and recommend guardrails to mitigate co-employment and other operational risks.

• Identify potential risks to commercial performance and recommend mitigation strategies.

• Assist in tracking commercial KPIs such as forecast vs. actual hours, delivery profitability, and adherence to rate cards providing analysis and recommendations.

• Support the further development and application of account-specific commercial models in alignment with internal standards and client needs.

Operational Integration & Collaboration

• Participate in staffing and resource planning discussions, ensuring alignment with commercial objectives and capacity models.

• Support delivery teams in applying rate cards, time tracking standards, and project classification guidelines.

• Partner with Client Finance to align billing and revenue processes with account requirements.

• Partner with account and FIRST Leadership and Client Services, ensuring real-time visibility into capacity, scope changes, and potential commercial impact.

• Coach delivery managers on commercial best practices, time tracking discipline, and scope management.

• Facilitate delivery team training workshops ensuring clarity on time tracking procedures and standards.

• Communicate guidelines, deadlines, and expectations clearly, effectively, and consistently to ensure team alignment and accountability for service based pricing.

• Ensure the team is operating according to established rules, standard operating procedures (SOPs), and rules of engagement to maximize revenue and project success.

• Assist with tracking and reporting year-over-year (YOY) comparisons for utilization increase, hours charged, and profitability metrics to measure progress.

• Collaborate with the commercial operations team on account audits, reconciliations, and implementation of continuous improvement processes across the business.

What We Are Looking For

Please be aware that we know experience does not always look like we describe it. If you believe you would be an excellent fit for this role, please apply - we would love to see how you could fit at FIRST.

• Minimum of 10+ years of experience in commercial operations, finance, or business operations (agency, consulting, or professional services preferred)

• Bachelor’s Degree preferred

• Strong financial acumen including forecasting, variance analysis, and pricing strategy

• Understanding of event planning and operational workflows is highly desirable

• Proficient in Microsoft Office and capable of quickly adapting to new systems and tools.

• Advanced Excel skills (pivot tables, VLOOKUP, financial modeling); BI tools experience preferred

• Excellent written and verbal communication skills, with ability to engage senior stakeholders

• Highly collaborative, adaptable, and able to navigate a matrixed environment

• Strong analytical and problem-solving skills, translating complex data into actionable insights

• High degree of organization, prioritization, and time management skills

• Flexible and willing to work long hours (evenings, weekends)

At FIRST, we believe that our success is driven by the passion, creativity, and commitment of our teams. That's why we offer a range of benefits and perks to support your personal and professional growth:

• Medical, Dental & Vision which includes the option of a high deductible health plan (HDHP) with a health savings account (HSA)

• 401 (k)

• Five Flexible Spending Accounts Options

• Generous Paid Time Off Allowance

• Employee Assistance Program (EAP)

• Life, Disability & Pet Coverages

• Wellness Stipend

• Mobile Phone Allowance

• Complimentary access to Headspace, Teladoc, Maven, Rocket Lawyer, Mobilo & more

• Aura Identity Theft Protection

• Discretionary Bonus Structure

• Global Opportunities: With a presence in 7 countries worldwide, including headquarters in London, New York, and Singapore, you may have the opportunity to work on exciting projects across different locations.

United States Residents: The base pay for this position ranges from $100,000 - $135,000. This role is also eligible for an annual discretionary bonus.

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FIRST is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. FIRST is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We stand firm: FIRST will not tolerate discrimination or harassment based on any of these characteristics. If any candidate feels that they are unable to meet the requirements of the role, please get in touch to discuss adjustments or other suitable roles.