Work Across
Get started
All jobs
Save

Client Operations & Delivery Lead

Storyteller
Contract type
Ongoing
Work mode
Remote
Experience
Lead / principal · Not stated

Level inferred from job title

Job description

Leads the multidisciplinary team and operating system behind one of Storyteller's largest client relationships, a globally recognised organisation in major US sport. An operational and people-leadership role spanning content, publishing, design, analytics, client projects, releases, integrations and AI-enabled services.

At a glance

Employment
Full-time
Work mode
Remote
Pay
CAD 95,000 – 110,000 / year

What you'll do

  • Lead and develop the multidisciplinary team delivering work for the account.
  • Maintain one clear operating picture across priorities, owners, deadlines, dependencies, risks and decisions.
  • Set the team's workload and standards, inspect delivery and intervene early when quality, pace or performance slips.
  • Run a high volume of work across content, publishing, design, analytics, client projects, releases, integrations and AI-enabled services.
  • Turn unclear requests into a practical plan: the outcome, scope, owner, next action, dependency, deadline and decision required.
  • Use operating, audience and delivery data to diagnose problems and make decisions, not simply report activity.
  • Work closely with design, content, product, engineering, support and client leaders without pretending to replace their specialist judgement.
  • Help functional leaders manage priorities and handoffs, provide operational cover when they are unavailable and prevent one account from consuming all of their capacity.
  • Lead large, ambiguous operational projects, including audits and migrations, while keeping live delivery moving.
  • Improve the operating system itself, including simplifying fragmented tracking, moving appropriate work from Airtable into Linear and building useful review rhythms, automations and controls.
  • Recognise when a growing area needs clearer ownership, a different process or a specialist hire; define the need, help hire the right person and make the resulting capability work.
  • Prepare concise, accurate client updates and lead day-to-day delivery conversations, including incidents and difficult news.
  • Make sensible day-to-day decisions independently and escalate only the decisions that genuinely need senior or specialist input.

What we're looking for

  • High agency: create forward motion without waiting for perfect instructions.
  • Strong judgement: decide what matters now, what stops, what waits, what needs more evidence and what needs escalation.
  • Direct people leadership: have set standards, allocated work, coached people, handled performance problems and remained accountable for the team's output.
  • Operational grip: run several different workstreams at once without losing the detail or drowning the team in process.
  • Numeracy and analytical ability: interrogate imperfect data, find the signal and turn it into a decision.
  • Clear communication: explain complex work simply to team members, specialists and senior client stakeholders.
  • Cross-functional range: comfortable working across content, design, analytics, projects, product, engineering and service delivery.
  • Systems thinking: improve the mechanism behind the work rather than relying on repeated manual effort or individual heroics.
  • Practical AI fluency: use AI and agents to improve real operating loops, validate the output and drive adoption.
  • Pace and resilience: stay calm, make decisions and reorganise the work when priorities change quickly.
  • Attention to detail: notice the small errors, weak handoffs and missing ownership that become larger problems later.
  • Genuine interest in basketball and sport: understand how live games, tentpoles, player news and the shape of a season change operational priorities.
  • Must align closely with US Eastern Time across weekdays regardless of location.

Nice to have

  • Relevant experience may come from client operations, delivery leadership, content or publishing operations, programme management, product operations, support operations, media, sport or another high-volume environment.
  • Responsibility for direct reports and difficult people decisions.
  • Ownership of several simultaneous workstreams across different disciplines.
  • A consequential decision made from incomplete evidence.
  • A process, system or operating model materially improved.
  • An example of helping specialists or functional leaders deliver better.
  • A capability gap closed through clearer ownership, process change or hiring.
  • Practical AI use that improved a measurable outcome.

How to get hired

  1. 1An initial conversation about the role and your relevant evidence.
  2. 2A time-boxed practical operational exercise. Sensible AI use is allowed and expected.
  3. 3A live discussion of your work, including a changed constraint that requires you to adapt the plan.

Apply

Save

About Storyteller

A high growth B2B SaaS platform which allows companies to integrate Stories into their owned and operated platforms.

Storyteller allows companies to integrate Stories into their owned and operated platforms, giving companies a best-in-class Stories experience in days with native iOS, Android, and Web SDKs, publishing tools, analytics, and ad support.

Key facts

  • B2B SaaS
  • End-to-end platform gives companies a best-in-class Stories experience in days with native iOS, Android, and Web SDKs, publishing tools, analytics, and ad support.
  • Companies can integrate Stories in days, not years, all for one monthly cost.