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 AlwaysGrowth MindsetTeam Empowerment 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.
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 - while Highwire plans billability monthly, we aim to schedule work weekly to avoid overlaps and overcommitment
• In partnership with our finance team, manage freelance and contractor budgets against planned capacity and spend, ensuring additional capacity is deployed only where necessary and justified


• 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 (ideally leveraging the repeatable processes outlined above)


• 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, leveraging individual OKRs and quarterly targ