Client Delivery & Project Operations Manager

Client Delivery & Project Operations Manager

About Tip The Scales

Design

Tip The Scales

Design is a growing digital agency in Island Lake, Illinois. We help businesses improve their online presence through website design, development, digital marketing, hosting, maintenance, and related services.

We are looking for someone who can bring structure, visibility, and consistent follow-through to our client projects while communicating clearly with customers and coordinating the people responsible for completing the work.

About the Role

The Client Delivery & Project Operations Manager will own the day-to-day execution of client website projects from signed contract through onboarding, production, launch, and closeout.

This person will keep customers and internal teams aligned, maintain accurate project status and next actions, coordinate handoffs, protect project scope, identify blockers, and raise risks before they become larger customer or delivery problems.

This is not just a scheduling or board-management position. We need someone who takes ownership of the result, follows through, and makes sure customers and team members understand what happens next.

What You Will Do

• Own active website projects from signed contract through launch and closeout.
• Communicate with customers regarding expectations, requirements, approvals, timelines, and next steps.
• Coordinate work across Sales, Design, Development, Customer Success, Accounting, vendors, and leadership.
• Maintain clear project stages, owners, deadlines, next actions, dependencies, and blockers.
• Confirm that onboarding information, customer content, account access, scope, and internal handoffs are complete and actionable.
• Identify missing information and assign follow-up so projects continue moving.
• Coordinate design, development, quality assurance, revisions, demonstrations, customer approval, and launch activities.
• Recognize and document scope changes before unplanned work proceeds.
• Escalate customer, technical, financial, capacity, or delivery risks early.
• Lead regular project-health, blocker, dependency, and launch-readiness reviews.
• Provide concise project reporting so leadership can understand project health without reconstructing the story from multiple messages and systems.
• Coordinate post-launch handoffs to Accounting, Hosting and Maintenance, Customer Success, and support when applicable.
• Identify recurring process problems and help document and test approved improvements.

Systems You Will Use

TTSD uses several connected systems to manage customers, projects, documentation, and communication:

• Vendasta for customer and CRM information
• Trello for active website-project delivery
• Jira for support requests, issues, technical work, and escalations
• Confluence for procedures, standards, and team knowledge
• Microsoft 365 for communication, meetings, collaboration, and files

You do not need to be a developer, systems architect, or IT administrator. You do need to be comfortable learning software, keeping records accurate, and helping the team use established workflows consistently.

What We Are Looking For

• Experience managing client-facing projects or other multi-step delivery work from intake through completion.
• Clear and professional written and verbal communication.
• Strong organization, prioritization, and follow-through.
• Ability to turn an unclear situation into owners, actions, checkpoints, and a realistic path forward.
• Good judgment around scope, risk, urgency, escalation, and competing priorities.
• Ability to coordinate technical specialists without needing to perform their specialized work.
• Confidence holding projects and people accountable without creating unnecessary friction.
• Experience using CRM, project-management, documentation, service-request, or Microsoft 365 tools.
• Concise documentation and reporting habits.
• Ability to follow an established operating process while recommending practical improvements based on evidence.

Preferred Experience

• Project or operations experience in a website, digital agency, marketing, professional-services, or other client-delivery environment.
• Experience coordinating design, development, quality assurance, customer approvals, website launches, or post-launch support.
• Experience with Trello, Jira, Confluence, Vendasta or another CRM, and Microsoft 365.
• Experience improving onboarding, handoffs, project reporting, procedures, or workflow adoption.
• Experience identifying scope changes and escalating pricing or contract decisions appropriately.

Equivalent experience is welcome. We will evaluate candidates based on demonstrated judgment, communication, ownership, organization, and follow-through, not familiarity with a particular software brand alone.

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: Hybrid remote in Island Lake, IL 60042