Field and vet all inbound Client Services staffing requests, bringing solutions that balance client needs with team expertise and agency profitability.
Lead the cultural shift from a siloed team structure to a centralized resource pool, requiring sophisticated change management skills to build trust with leadership and staff.
Work with leaders across accounts to validate staff plans, identify skills gaps, and course-correct when there is a misalignment.
Participate in high-level portfolio conversations, providing "business of the business" insights to leadership regarding team level, mix, and new talent needs.
Act as the "Single Source of Truth" owner, finalizing time-entry and forecasting policies, ensuring data integrity across our suite of tracking systems.
Develop and enforce a prioritization matrix for staffing requests.
Design and maintain forward-looking capacity models (12-month outlook) to identify "at-risk" roles or accounts, and structural skill gaps before they impact delivery.
Work with Head of Talent to map talent databases to ensure staffing assignments align not just with "availability," but with specific skillsets and client growth.
Collaborate with mentors and team leads to bridge the gap between self-reported skills and actual performance.
Proactively flag sustained over-utilization or "bench" risks, recommending corrective actions to maintain a healthy work-life balance for the agency.
Drive high 'data hygiene' and timesheet compliance through cultural incentives rather than just technical enforcement.
Evaluate and implement automation tools only when they serve to reduce administrative friction for the staff, not add to it.

Requirements

8–10+ years of experience in agency operations or resource management with the background to negotiate win-win solutions with senior leadership; bonus if you bring experience working in professional services with an understanding of how teams are assembled to deliver great client work.
Expert-level understanding of project management and ERP systems (experience with NetSuite and SuiteProjectsPro is highly preferred).
A natural affinity for problem-solving under pressure, and a passion for finding creative solutions.
The ability to translate raw data into actionable "stories" and recommendations for leadership regarding margin, capacity, and workforce trends.
A deep sense of team dynamics and personalities to build a trust with client leaders, executives, and all staff members; you understand that the "right" person for a job isn't always the person who is just "free."
Proven experience in "educating the room"—teaching teams how to use new tools and advancing a culture of operational discipline.
Experience leading organizational transformation or change management initiatives, specifically moving teams from siloed structures to centralized models.
A strong grasp of agency financial drivers, including utilization rates, fee structures and freelance vs. full-time trade-offs.

Benefits

100% company-paid medical, dental, and vision insurance
401(k) program with employer match up to 4%
Generous time off for vacation
$50 monthly phone reimbursement
Unlimited sick time
16 weeks of paid leave for new parents

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

project managementresource managementdata analysiscapacity modelingchange managementnegotiationstaffing strategydata integrityautomation implementationfinancial analysis

Soft Skills

problem-solvingcommunicationteam dynamicstrust buildingeducating teamscollaborationleadershipcreativityadaptabilitycultural awareness