Chief Operating Officer

MDG is a national, full-service marketing solutions partner with deep specialization in multi-location businesses. We have extensive experience in helping businesses develop winning growth strategies that harness the power of scale and drive marketing and operational efficiency.

The COO will lead MDG’s day-to-day operations while modernizing the agency’s operating model. This role is highly hands-on, outcomes-oriented, and critical to the company’s 2026 strategy and long-term growth. Problem solving, technical familiarity, autonomous and entrepreneurial spirit combined with strong leadership skills, will be required to effectively manage our marketing and web development processes with the goal of 100% client success.

DUTIES AND RESPONSIBILITIES:

Operational Leadership & Accountability

• Own all agency operations including account management, project management, creative, media, digital, and technology teams
  
• Establish clear accountability frameworks, performance standards, and operating cadences
  
• Ensure work is delivered on time, on budget, and at agreed quality levels
  
• Establish team productivity standards, tracking, and reporting with clear accountability
  
• Continuously identify opportunities for process improvement and efficiency, ensuring that the agency operates smoothly and meets client needs.
  

Client Delivery & Retention

• Ensure a proactive, strategic, and consistent client experience
  
• Partner with account leadership on KPIs, QBRs, and proactive recommendations
  
• Create, coach, and manage processes to aid the account team in continued client satisfaction, retention, and growth. Own operational aspects of contract scoping, renewals, and profitability management.
  
• Responsible for account financial management, including scoping, managing, and renewals. Create processes and reports to help guide client profitability.
  
• Ensure the quality of work and services provided by the agency by setting and enforcing quality standards and processes.
  

• Own operational P&L performance in partnership with Finance
  
• Improve gross margin through process standardization, resource optimization, and scoping and utilization
  
• Implement reporting to track client profitability, department performance, and capacity
  
• Utilize data and analytics to make informed decisions, optimize strategies, and measure the effectiveness of marketing campaigns.
  

Strategy Execution & Service Evolution

• In partnership with the President and VP of Strategy, develop and implement the agency's strategic plans, which may include growth strategies, expansion into new markets, and developing new service offerings to meet revenue goals
  
• Operationalize new and evolving service offerings in account management, project management, creative, media, digital, and technology
  
• Ensure services are scalable, profitable, and consistently delivered
  
• Identify and mitigate operational risks that could impact the agency's performance and reputation.
  

Technology, AI & Systems Enablement

• Stay up-to-date with the latest digital marketing technologies and tools, and assess how they can be integrated into the agency's operations to improve efficiency and results with a specific focus on AI.
  
• Lead the operational integration of AI tools, automation, and analytics platforms
  
• Evaluate and implement systems to improve speed, quality, visibility, and client outcomes
  
• Provide recommendations for utilizing internal tech stack to improve operations
  

People Leadership & Talent Development

• Lead, coach, and develop department leaders
  
• Support hiring, onboarding, and performance management
  
• Build a culture of ownership, accountability, and continuous improvement
  
• Ensure organizational structure aligns with strategy and workload
  

Vendor & Partner Management

• Select, negotiate, and manage third-party vendors and technology partners
  
• Ensure external partners support quality, margin, and growth objectives
  

SUCCESS METRICS

• Revenue retention and churn reduction
  
• Client satisfaction, NPS, and QBR assessments
  
• Operational efficiency and utilization
  
• Margin improvement
  
• On-time, on-scope delivery
  
• Adoption of AI and data-driven workflows
  
• Team productivity and accountability
  

• 10+ years of senior operations leadership in a digital marketing agency, consultancy, or complex service organization
  
• Proven experience managing multi-disciplinary teams
  
• Strong financial and operational acumen
  
• Demonstrated success implementing process discipline and accountability
  
• Experience integrating technology, data, and automation into operations
  
• Comfortable operating in a fast-moving, entrepreneurial environment