Head of Business Operations

360 Live Media is seeking a strategic, systems-minded Head of Operations to architect and lead operational excellence across three newly integrated business units within a growing agency environment. This role is both strategic and hands-on.

The Head of Operations will build and optimize scalable processes that unify the business units, ensure financial rigor and forecasting accuracy, elevate client service delivery, and drive cross-functional collaboration. They will directly manage the Client Services team while serving as the connective tissue between project execution, finance, and leadership. The ideal candidate thrives in complexity, builds structure from ambiguity, and understands how to align people, process, and profitability.

We bring together the well-established event services of Smithbucklin and the innovative strategies of 360 Live Media to deliver total event management for any type of industry convening. From smart strategy to flawless execution, our integrated service delivery model elevates the experience for event organizers looking to modernize their approach, optimize their impact, and grow the show. 360 Live Media is a Smithbucklin company with offices in Chicago and Washington, DC.

We are proud to work with many of the largest and fastest growing events in the world, including 30 of the top 250 trade shows and 17 of the Fastest/Next 50 events. While a majority of our engagements center around association events, we also support corporate clients with key marketing and event services. What’s more, we frequently provide organizational strategy, branding, marketing, and sales services beyond events and in support of broader growth initiatives. Whether association or corporate, event, credential, or membership, our focus remains on helping clients accomplish their mission, whatever that may be.

Key Responsibilities

Operational Strategy & Process Architecture

• Design and implement integrated processes across three business units to ensure seamless collaboration and delivery
• Develop and maintain standardized operating procedures, templates, and workflows
• Create scalable systems for sold business intake, scoping, project setup, resource allocation, and delivery oversight
• Lead continuous process improvement initiatives to increase efficiency, quality, and profitability.
• Develop and maintain agency scope language, SOW templates, pricing tools, and contract workflows
• Ensure proper legal review, documentation, and signature processes for all client contracts and amendments
• Oversee monthly close process, including revenue tracking, reconciliation, GL review, and financial reporting
• Partner with finance to review preliminary and final financial statements; ensure accurate revenue recognition and expense tracking
• Own and maintain revenue and project trackers; ensure all new projects are properly set up and resourced
• Oversee project invoicing workflows and financial system inputs
• Support annual budgeting process and create operational budget tracking tools
• Review and approve expenses, invoices, and GL coding accuracy

Resource & Capacity Management

• Oversee agency-wide resourcing strategy and allocation
• Ensure project setup and resource assignments are accurately reflected in planning tools
• Monitor staffing capacity and proactively adjust to meet client demand
• Identify hiring needs and serve as liaison to Talent Acquisition; draft job descriptions and conduct first-round interviews
• Directly manage the Client Services team (Account Coordinators and Managers)
• Lead weekly workflow planning meetings and ensure appropriate capacity allocation across clients
• Establish performance standards and conduct regular team meetings focused on staffing, growth opportunities and process improvements
• Oversee onboarding, coaching, objective-setting and professional development.
• Provide strategic review and feedback on work product to ensure high-quality client deliverables

Management & Cross-Unit Alignment

• Lead recurring operational and management meetings (weekly, bi-monthly, monthly) to drive accountability and alignment
• Oversee monthly client growth meetings and support the identification of scope expansion opportunities
• Manage internal kickoff processes for all new business
• Support PTO planning, event calendar management, and operational continuity planning
• Provide general operational support to leadership and business unit heads

Systems & Infrastructure

• Own operational systems and ensure data integrity across revenue and project trackers and financial and operational technologies
• Drive adoption and optimization of project management and financial software
• Develop dashboards and KPIs to measure delivery health, profitability, and team performance
• Ensure operational documentation is maintained and accessible

Basic Qualifications

• 10+ years in operations leadership within an agency, consulting, or professional services environment
• Bachelor’s degree required; MBA preferred. Equivalent combination of education and relevant experience will be considered
• Proven experience integrating or scaling multiple business units
• Strong financial acumen (budgeting, revenue tracking, margin management, forecasting)
• Deep understanding of client services operations and project-based revenue models
• Experience building processes, templates, and scalable systems from the ground up
• Demonstrated success managing cross-functional teams
• Exceptional organizational and communication skills
• Comfortable operating at both strategic and tactical levels

Where Do You Fit?

Working at 360 Live Media and Smithbucklin will offer you countless opportunities to develop transferrable skills, acquire meaningful knowledge, and gain rich experiences at an accelerated pace. By working collaboratively with smart, ambitious, multi-talented, genuine, and hardworking colleagues, you will build deep and enduring relationships that will serve you well throughout your career. In addition, as a 100 percent employee-owned company, Smithbucklin offers all of our people – regardless of position or compensation – an equal chance to experience the fulfillment and reap the benefits of ownership. As owners, our employees control the destiny of Smithbucklin and are unified in the goal of building a great, enduring company.

Smithbucklin considers several factors when determining compensation, including a candidate's recent coursework, training, experience, and certifications, among other considerations. The expected pay for this role is $150,000-200,000.

At Smithbucklin, Equal Employment Opportunity is our commitment and goal. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status, or any other protected status designated by federal, state, or local law. Applicants are encouraged to confidentially self-identify when applying. Employment is contingent upon successful completion of a reference and background investigation based on position.

Smithbucklin will not sponsor applicants for work visas and as a precondition of employment, you must be authorized to work in the United States permanently

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