Director, Agency Operations

BGB Group

Director, Agency Operations

Our Agency

BGB Group is a healthcare communications agency that offers a wide range of services, including traditional pharmaceutical advertising, promotional medical education, payer marketing, and consulting services. Known for excellence and professionalism, we’re hired as strategic and creative partners by our biopharmaceutical clients to drive category/brand awareness and growth.

Position Overview

The Director, Agency Operations is responsible for driving operational excellence across the agency with a strong focus on process design, documentation, and change management. This role partners closely with agency leadership to translate strategic priorities into scalable, well-documented workflows and ensures consistent adoption across teams. They will report into the VP, Agency Operations.

Sitting between executional project leadership and operational strategy, the Director plays a critical role in standardizing how work gets done, improving cross-functional collaboration, and enabling the agency to scale effectively.

This individual leads key operational initiatives and ensures that process improvements are clearly defined, documented, communicated, and sustained across the organization.

Key Responsibilities

Process Design & Documentation

• Leads the development, documentation, and continuous improvement of agency processes
• Translates complex workflows into clear, scalable documentation, including SOPs, playbooks, templates, and governance frameworks
• Ensures all processes are consistently documented, version-controlled, and accessible across teams
• Partners with department leads to identify process gaps, redundancies, and inefficiencies, and implements solutions to improve quality and speed of delivery
• Establishes and maintains process standards to support consistent execution across accounts and capabilities

Change Management & Implementation

• Drives the planning and execution of operational change initiatives, including new tools, workflows, and ways of working
• Develops structured change management plans, including stakeholder alignment, communication strategies, training, and adoption tracking
• Supports agency leadership in defining the need for change and translating it into actionable implementation plans
• Prepares teams for change by ensuring clarity of roles, expectations, and impact to day-to-day work
• Monitors adoption of new processes and identifies areas requiring reinforcement, training, or refinement
• Acts as a change champion, reinforcing new ways of working and ensuring sustainability over time

Project & Initiative Leadership

• Leads complex, cross-functional operational initiatives from planning through execution
• Applies disciplined project management methodologies to ensure initiatives are delivered on time and meet defined objectives
• Defines success metrics, tracks progress, and communicates status to stakeholders and senior leadership
• Ensures appropriate stakeholder engagement and drives accountability across teams

Agency Interface & Communication

• Acts as a key liaison across departments to ensure alignment on processes and operational priorities
• Develops and delivers clear communication around process updates, changes, and best practices
• Reinforces a culture of operational discipline, accountability, and continuous improvement

Preferred Qualifications

• 6–8+ years of experience in agency operations, project management, or related field within a healthcare or pharmaceutical advertising environment
• Proven experience developing and documenting scalable processes and workflows
• Experience leading change management initiatives, including tool or process rollouts
• Excellent communication skills with the ability to translate complex concepts into clear, actionable guidance
• Highly organized with strong attention to detail and ability to manage multiple initiatives simultaneously
• Proactive, solutions-oriented mindset with a focus on continuous improvement
• Experience with project and financial management tools (e.g., Planner, NetSuite or similar) a plus
• Bachelor’s degree required

Salary Range: $140,000 - $160,000

BGB Group is headquartered in New York City, and the salary range listed reflects the expected base compensation for this role in the New York City metropolitan area. This position may be performed remotely within the United States. For candidates located outside the New York City area, compensation will be adjusted to reflect the applicable market for the employee’s primary work location. Final compensation will be determined based on geographic location, experience, qualifications, and other job-related factors.

BGB Group is an equal opportunity employer. All applicants will be considered without regard to race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status or any category or class of person protected by law.