Project Manager / Client Operations Lead (Marketing Agency)

About Us: IMPACT provides digital marketing services to help small to mid-sized businesses implement Endless Customers (formerly They Ask, You Answer), inspired by the popular book by Marcus Sheridan. We empower clients to build in-house marketing operations that drive growth — eliminating reliance on outside agencies and positioning their companies as the most trusted brands in their markets. Swell is IMPACT's paid media agency, partnering with clients to plan, build, and manage advertising programs across Google, Meta, LinkedIn, and other digital platforms — turning paid spend into a measurable pipeline.

Why This Role Exists: Swell runs paid media programs across a portfolio of clients. Campaigns are always in motion. Accounts are always at different stages. Someone has to hold the whole thing together. We’re looking for that someone. This role owns Swell’s operating system end-to-end. Campaigns hit deadlines because this person makes them. Designs go to clients cleared for approval because this person catches what would have gone out otherwise. Capacity stays manageable week to week because this person grooms the sprint, not because everyone tries harder. This is the seat that decides whether Swell scales smoothly or burns out trying.

What you'll own Campaign lifecycle across every active account Run the full ClickUp campaign workflow per account, from planning to strategy to client approval to launch. Confirm receipt of campaign details and assets at kickoff; identify gaps before they become launch delays Own the internal review checkpoint — assets do not go to clients until they are cleared by you Client communication and approvals Support during recurring client calls; update the agenda, capture decisions, schedule next steps Manage the approval cycle: submit design direction, surface revisions, get sign-off, route final proof, confirm launch Set and re-set client expectations when timelines slip — early, in writing, with the new plan attached Sprint and team capacity Groom the sprint to protect billable hours; account for each team member's typical unplanned load when planning capacity Flag capacity risk before it becomes a missed deadline or a burnout signal Surface friction patterns (scope creep, late assets, ambiguous briefs) and design the process change that fixes them Process and systems Maintain and extend templates: new client setup, conference backlogs, campaign details forms, design feedback checklists Own ClickUp workflow integrity — stage-triggered automations, accurate status, no orphan tasks Document the client communication model so it's transferable, not stored in your head Team rituals and operations Run Swell huddles; contribute to the Agency Services All-Hands Onboard new team members (employees and freelancers) Partner with the Ads Team Lead on team-level decisions; partner with the Director of Agency Services on cross-team operations (Web, HubSpot, and Coaching teams)

How we operate IMPACT (Swell’s parent company) runs on EOS. You'll own a scorecard, set quarterly Rocks, run a Level 10 meeting for Swell, and work the Issues List. If that vocabulary is familiar, you'll be productive faster. If it's not, we'll teach it but you should already be the kind of operator who would have built something like it on your own. We're also building toward an AI-forward operating model. The team uses Claude and other tools daily. You don't need to be an AI expert but you need to be the kind of person who looks at a repeatable workflow and asks where the automation belongs.