Client Care Project Manager

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Position Overview

The Client Care Project Manager is responsible for owning internal execution flow, timelines, cross-department communication, and operational meeting facilitation across all client accounts.

This role ensures that:
- Work moves smoothly from strategy ? creative ? execution ? delivery
- Information flows clearly across teams and client channels
- Meetings are structured, productive, and action-oriented

The Client Care Project Manager is the central coordination and communication hub of the agency. They do not own a strategy or creative direction. They own clarity, coordination, communication, and follow-through.

Role Purpose
This role exists to:
- Create calm, predictable execution across teams
- Ensure everyone knows what’s happening, what’s next, and who owns what
- Translate decisions into action through clear tasks and timelines
- Facilitate effective meetings that drive alignment and execution
- Prevent miscommunication, dropped handoffs, and reactive fire drills

Success Profile (How We Define Winning)
The Win
This role is winning when:
- Teams are aligned without needing constant clarification
- Meetings produce clear decisions and next steps
- Projects move forward on time and without friction
- Clients feel informed and confident
- Risks are surfaced early, not after the fact
- Paying attention to detail on all projects

Ownership (What This Role Owns)
- Ownership of project timelines and delivery coordination
- Ownership of the cross-department communication flow
- Ownership of the internal daily tea ---------- eting facilitation
- Ownership of the Weekly Focus Tasks and agenda
- Ownership of task clarity, priorities, and sequencing
- Ownership of client-facing operational communication
- Ownership of escalation when risks or blockers arise
- Ownership of the Asana structure, accuracy, and hygiene

Ideal Profile
- Clear, concise communicator
- Strong facilitator who keeps discussions focused
- Proactive and calm under pressure
- Highly organized and detail-oriented
- Comfortable holding timelines and boundaries
- Keeping others accountable
- Able to manage their time wisely
- Attention to detail
- Be proactive, not reactive - anticipate what will be asked

Core Responsibilities
Project & Execution Management
- Manage & own all client projects and task assignments through Asana
- Translate strategy and creative direction into actionable task plans
- Work closely with the Creative Director and Integrator
- Assign tasks with clear owners, priorities, and deadlines
- Maintain accurate timelines and delivery expectations
- Track progress and follow up on outstanding work
- Preparing project documentation

Communication & Liaison Responsibilities
- Serve as the primary communication liaison between:
- Strategy
- Creative
- Media Buying
- Clients
- Ensure decisions and updates are communicated clearly across Slack, daily chat, and client channels
- Filter and translate information so teams receive what they need without overload
- Route questions to the correct owner and ensure timely resolution
- Regularly communicating with clients

Meeting Facilitation
- Run and facilitate internal team calls
- Collaborate with the Creative Director to prepare and distribute meeting tasks
- Keep meetings focused, on time, and action-oriented
- Capture decisions, action items, owners, and deadlines
- Ensure meeting outcomes are reflected in Asana tasks
- Follow up on action items post-meeting
- Stay on top of client communications and outstanding items from clients

Risk & Visibility Management
- Monitor capacity and workload across teams
- Identify and escalate risks, blockers, or scope changes early
- Communicate priority or timeline changes clearly and promptly
- Prevent last-minute emergencies through proactive coordination

Operating Expectations
- No task moves forward without clear ownership and a deadline
- Meetings end with documented decisions and next steps
- Communication is proactive, clear, and concise
- The Client Care Project Manager acts as a facilitator and translator, not a bottleneck
- Escalates issues early rather than absorbing them
- Maintains trust by keeping systems and communication accurate

Send us a 2-3 minute loom on why you would be a great fit for this role. And share your favorite food in the video.

Growth & Evolution
As we scale, this position may evolve into a broader leadership role, supporting additional project managers and building more advanced delivery and communication systems.