Senior Vice President, Delivery and Operations

About us: Highwire is a modern strategic communications and digital marketing agency designed for disruptive companies. We work with high-growth technology companies and established brands looking to reinvent themselves. At Highwire, we believe that storytelling fuels transformation. And the most impactful stories represent all voices and perspectives. As a values-driven agency, we foster an inclusive environment where everyone—regardless of age, race/ethnicity, size, shape, gender identity, sexual orientation, religion and different abilities–can feel safe, celebrated and worthy. We ensure every Highwire Walker has unique support to climb to success. Our commitment to diversity, inclusion and belonging is permanent and foundational to our business and culture. We aspire to change our industry and build a better future for all. Our people-first culture is driven by four core values: Inclusion Always, Growth Mindset, Team Empowerment, and Fierce Distinction. We’re looking for individuals with big ideas, strong opinions, and the energy to bring them to life. If you thrive in an environment that values personal accountability, high standards, and boundless motivation, this is the opportunity for you. Be part of our award-winning culture and contribute to an exciting and growing business where you can make a real impact. We are based in San Francisco, with offices in New York, Boston, and Chicago. However, we are also open to hiring in the following states: Connecticut, Florida, Indiana, Michigan, Missouri, New Jersey, North Carolina, Oregon, Pennsylvania, Texas, Utah, Vermont, and Washington.

Position Overview

The Senior Vice President of Delivery and Operations guides the delivery of all client work, ensuring timely results to agreed standards while aligning the outputs and dependencies of various disciplines and external resources. By owning both internal and client-facing processes, they design, implement and refine our project management, quality control, resource allocation and tracking. Bringing multidisciplinary experience in marketing, communications, content and creative work, they harmonize schedules and anticipate roadblocks ensuring continued growth, risk mitigation, and client retention. This role offers an exciting opportunity to shape the future of a thriving strategic communications and integrated marketing agency, while significantly improving our operational efficiency. The ideal candidate will blend strategic thinking with operational excellence to drive growth, ensure scalability, and deliver exceptional results for our clients.

Key Responsibilities

• Operational Excellence and Process Standardization: Develop and implement standardized processes for resource requests, delivery, quality assurance, and internal reporting (utilization, capacity, billability) using existing agency platforms, such as Kantata, as well as making recommendations for new ones.
• Adapt and integrate various business models into our processes: Fixed pricing, deliverable-based pricing, managed vendor and time and materials.
• Oversee the development of SKU-based pricing and capacity forecasting for appropriate deliverable-based work.
• Continuously improve proposal and scoping accuracy through ownership of budgeting processes and audits against time entry.
• Capacity Planning and Resource Management: Own Digital capacity planning, accounting for multi-disciplinary teams, third-party contractors and internal constraints such as client conflicts and availability.
• Implement weekly staffing forecasts and capacity planning processes to ensure optimal resource allocation and conflict avoidance.
• In partnership with our finance team, manage freelance and contractor budgets against planned capacity and spend.
• Client Relationship Management: Participate in and manage client-facing activities, including ownership of key/high-value work for Highwire’s most important clients.
• Work in partnership with Client Relationship Managers (CRMs), account leads and practice leads to build a strong understanding of key clients' businesses, verticals, preferences, technical requirements and operational nuances.
• Identify client growth opportunities and participate in proactive proposals to continually enhance delivered programs.
• Team Leadership and Development: Manage and mentor producers, project managers and delivery specialists, including direct reports.
• Hold regular one-on-one meetings and execute performance evaluations for direct reports.
• Foster a positive, collaborative culture that contributes to job satisfaction and team efficiency.
• Embrace hybrid staffing models, particularly on smaller accounts.
• New Business and Growth: Participate in new business processes for significant opportunities.
• Collaborate with business development teams to refine existing new business processes.
• Cross-Functional Integration: Proactively identify integration opportunities and efficiencies between teams.

Qualifications and Experience

• 10+ years of experience in project management, operations or related field, with at least 5 years in a senior leadership role.
• Proven track record in developing and implementing operational processes and systems.
• Experience working within Content Marketing, Social Media Marketing, Creative, Insights & Analytics or Public Relations.
• Experience in service delivery, capacity planning, resource management, and forecasting.
• Change management and internal communications experience is a benefit.
• Excellent project management skills with proficiency in relevant software (e.g., Asana, Monday.com, Wrike, Kantata).
• Bachelor's degree in Business Administration, Project Management, Marketing, Communications, or related field; MBA preferred.

Personal Attributes

• Strategic thinker with strong analytical and problem-solving skills.
• Detail-oriented with the ability to see the big picture.
• Excellent communication and interpersonal skills.
• Adaptable and resilient in a fast-paced, changing environment.
• Willingness to try, fail and try again.
• Results-driven with a focus on efficiency and quality.
• Strong leadership abilities with a talent for mentoring and developing team.

Additional Requirements

• Available to work Monday through Friday during standard business hours in a U.S. timezone (ET or PT preferred).
• U.S. citizen or permanent resident legally allowed to work in the U.S.

The duties delineated above will vary depending on the needs of each specific account. This individual will be required to follow any other instructions and to perform any other duties requested by supervisors. We are actively seeking candidates who possess a genuine passion for tech PR and are excited to expand our team. If you are enthusiastic about the world of tech PR and are eager to embark on a rewarding career in this field, we encourage you to start the conversation by applying today. We value your interest in our agency and look forward to hearing from you. Apply now and let's explore the possibilities together!