Account Operations Manager

Who is Diamond?

We’re a strategic, creative and client focused group of people working hand in hand to solve problems for some really great brands. We always look ahead – changing and evolving as the industry changes. We love problems above channels. Insights above fads. Ideas that drive tangible results for our clients.

We are one of Canada’s largest and fastest growing independent agencies. It’s this fact that drives what makes us different from most other agencies. While we have enterprise-sized ambitions we’ve retained our start-up DNA, which is our tenacity; relentlessly focus on quality and client satisfaction. We’re always embracing change; from our clients, the industry and within the four walls of our operation.

Learn more at: experiencediamond.com

Role Overview

We are looking for a highly detail-oriented Account Operations Manager to support one of the agency's largest accounts.

• Approximately 350 projects per year of varying size and complexity
• 20+ concurrent active projects at any given time, with 5 or more tier-one, fully integrated campaigns in flight, each involving extensive components, multiple asset specs, and varied timelines
• A highly regulated client environment with strict compliance, approval, and documentation requirements
• Ongoing monthly, quarterly, and annual governance obligations spanning tracking, monitoring, content uploads, reporting, and SLA management across influencer, production, digital, and account functions

As part of the Account team, in partnership with Account Leads (who retain overall accountability for client relationships and deliverables), this role acts as the operational backbone of the team. It does not own creative output or deliverables; it owns the system that gets them across the line.

They are responsible for keeping cross-functional teams on track and ensuring nothing slips through the cracks across COEs through a daily project triage meeting (scrum). This role reports directly to the VP, Client Partner leading the account.

Success in this role directly impacts client satisfaction and performance metrics, including NPS and quarterly business reviews.

Daily Scrum: Triaging Campaign Deliverables/Actioning Accountability

• Deploy EOD invites to relevant cross functional agency team members to attend and be prepared stating specific projects requiring attention
• Lead morning scrum identifying yellow and red risks only, assigning responsibilities and immediate actions

Governance, Compliance, SLA Coordination

• Steward the accurate and consistent delivery of all governance-related deliverables tied to the account (monthly, quarterly, campaign-based)
• Maintain trackers and structured systems to monitor deliverables, deadlines, and completion status
• Think critically and proactively identify risks, gaps, or missed requirements — escalating to Account Leads before they become issues
• Support the organization and upload of final campaign assets to client systems and master servers (DAM)
• Support the tracking, monitoring, and documenting Influencer compliance requirements when due across campaigns
• Be aware of, calendarize, and help the team stay on top of when influencer trackers and reporting deliverables are due

Asset & Deliverables Coordination

• Work with Accounts and Production to ensure accuracy of files, trafficking/LOE naming conventions, versions, and required documentation sent to client and external media teams
• Maintain and organize asset version control, ensuring the right files are in the right place at the right time across internal and client-facing systems

Experience & Profile

• 5+ years in an agency or digital marketing services, creating and leading operations process, traffic/project management capacity
• Demonstrated experience in managing high volume complex and concurrent project portfolios
• Familiarity with regulated, compliance heavy client environments and governance deliverables
• Proficiency with project management tools (e.g., Workfront) and comfort building out systems from scratch if needed
• Proven ability to build and manage multiple timelines, trackers, and recurring deliverables
• Experience supporting or working alongside senior account, creative, production, and strategy teams

Skills & Capabilities

• Exceptionally detail-oriented and process-driven, takes pride in precision and getting things right
• Highly organized, with strong tracking and documentation discipline
• Proactive in identifying risks, gaps, and bottlenecks
• Strong communicator who can translate operational complexity into clear, concise updates for account leads, department heads, and occasionally clients
• Comfortable working in a fast-moving, high-pressure environment where priorities shift and ambiguity is the norm
• Collaborative and supportive mindset