Director, Client Operations

Job description

*CourtAvenue is a company of industry experts accelerating digital transformation for the world's most ambitious companies.* *At CourtAvenue, you will be a part of a culture powered by entrepreneurs, technologists, data scientists and the habitually restless, dedicated, and energized to design products and services that transform businesses while optimizing them for growth. You will have the opportunity to learn and grow within a culture that values innovation while focusing on redesigning the experience between consumer and service (or product) by leveraging a fluid, seamless, and thoroughly transparent engagement.* The Director, Client Operations owns delivery for complex, large-scale client engagements, applying disciplined program management to ensure work is delivered on scope, cost, time, and quality. This person is a strategic partner as much as a delivery lead. Someone clients trust, who can navigate ambiguity across multiple stakeholders, and who helps grow the relationship alongside our Business Innovation team. This is a high-visibility role for CourtAvenue as we grow our presence in Minneapolis. Delivery discipline and stakeholder management aren't nice-to-haves here, they're what earns and keeps our accounts. We need someone who has run programs at this scale before, brings structure and calm when things get complicated, and can build the kind of trust with our clients that outlasts any single project. ### Responsibilities - Own end-to-end delivery for one or more engagements: scope, cost estimation, risk management, and status reporting - Serve as the primary senior point of coordination across internal teams and any external partners, resolving scope and ownership ambiguity as it surfaces - Run recurring governance cadences including status reporting, prioritization, and dependency management to keep cross-functional work aligned and unblocked - Support change management workstreams as needed: help assess organizational readiness, contribute to adoption planning, and ensure client teams are equipped to sustain platform implementations post-launch - Serve as a trusted point of contact for clients, building credibility as a strategic partner and not just a delivery lead - Partner with Business Innovation leadership to identify and pursue opportunities to deepen and grow client relationships - Lead, mentor, and develop project managers supporting your engagements - Serve as escalation point for project teams; identify and resolve issues, manage risk, and execute mitigation plans - Ensure consistent application of program management methodology, controls, and delivery standards across engagements - Communicate clearly and confidently across a wide range of stakeholders, from day-to-day client contacts to senior client and internal leadership - Contribute to new business and pitch initiatives that support pipeline growth ### Requirements - 9 to 12+ years of project/program management experience, with at least 5 years in an agency or consultancy delivering for enterprise clients - Demonstrated experience leading large, multi-workstream programs involving multiple stakeholders, vendor partners, and technical delivery teams - Technical PM background delivering CMS or enterprise content platform implementations (e.g., headless CMS, DXP, or composable content architecture) - Executive presence and communication skills: able to present delivery status and strategic recommendations to executive level stakeholders with equal fluency - Experience running Agile/Scrum delivery for technical platform implementations; comfortable managing hybrid Agile-waterfall programs across engineering, creative, and strategy workstreams ### Preferred Qualifications - Experience leading or supporting change management workstreams on technology platform implementations (e.g., organizational readiness, adoption planning, post-launch enablement) - Hands-on delivery or oversight experience with one or more enterprise content platforms (e.g., Adobe Experience Cloud, Contentful, Optimizely, or similar composable/DXP tools) is a plus, not a requirement