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Chief Operating Officer

| Chicago
Please send your resume to [email protected] with the subject line "Head of Operations - Builtin."
Apply now

Head of Operations

401 N Michigan Ave, Chicago, IL 60611

Ranked #21 in 2018 Chicago Tribune Top Workplaces

Ranked #10 in Glassdoor Top Work Culture and Leadership

2018 winner of National ‘Best and Brightest Companies to Work For Program’

As Head of Operations for our North American head office you’ll lead a multi-disciplinary team with accountability for overall service delivery to our growing North American client base, optimizing our world-class client journey and continuously improving team performance. In supporting our clients, your teams will provide personable, professional contact and work to ensure new clients are onboarded seamlessly and any issues are proactively and swiftly identified and resolved.

Acting as both a department head and a senior leader within our head office on downtown Chicago’s Magnificent Mile, you’ll be responsible for building, managing, coaching and appraising your teams – ensuring KPIs are met, enhancing performance and creating an environment that encourages talented individuals to deliver to their full potential. You’ll promote a climate of continuous improvement, constantly striving to make our operation more efficient and client focused.

Although willing and able to get involved in the smooth delivery of client work, you’ll naturallythink strategically – establishing new departments in line with our North American strategy and driving a strategic change programme. You’ll draw on your extensive expertise and knowledge to ensure change is managed and communicated effectively and that teams and individuals are brought along.

You’ll report into our Global Operations Director and Global Head of Client Services, working closely with our US CEO to deliver world class services to our clients and internal departments.

What you’ll be doing:

  • Leading our performance-driven organization where individual and team targets motivate you to succeed.
  • Using your strategic focus and proven ability to design and deliver a complex change programme.
  • Communicating and actively servicing clients nationwide.
  • Effectively communicating requirements to uphold our world-class standards.
  • Utilising your experience managing client service and technical teams to find the right way to lead and encourage different groups with different mindsets.
  • Gaining a detailed understanding of our key operating elements by department and managing accordingly
  • Consistently presenting a clear client focus and confidently presenting to blue chip clients and business owners.

We want to hear from you if:

  • You have operational expertise across the nation
  • You have at least 5 years’ experience in a similar role, preferably with a background in a large, corporate organization or consultancy.
  • You understand client services and technical teams’ requirements and how they support an effective client journey.
  • You have the ability to communicate technical and systems specific terms to a layperson
  • You thrive working in hyper-growth mode and can prioritise your work and time to keep pace in our dynamic environment.
  • You’re a proven people manager with a highly personable leadership.
  • You’re comfortable operating at the C suite level with the gravitas to build rapport with and influence senior leaders.
  • You’re a self-starter, resilient and able to bring people with you.
  • You’ve been there and done it. You ground strategy in previous experience but want to remain at the cutting edge and seek out innovation.
  • You have the drive and ambition to develop your own function and show us what a world class client journey really looks like.

Perks of working at PHMG:

  • A competitive six figure package
  • Autonomy to make key decisions, demonstrate your expertise and impact global strategy
  • Build your own department and scale your career as our North American business expands
  • 20 days PTO plus up to 8 federal holidays
  • Industry competitive health benefits package
  • 401 K with company matching
  • Free onsite parking
  • Company provided on-site gym membership

About PHMG:

PHMG is the world’s leading audio branding agency, working with 32,000 clients in 39 countries across the globe – including the likes of Audi, Adidas, Coca-Cola and Samsung. We are expanding across North America to increase our 80% share of the market and were named 2018 Chicago Winner for the ‘Best and Brightest Companies to Work For Program’ alongside: Verizon, Starcom, Sears and LaSalle Network.

Blending an exclusive Brand-Sound-Track™, creative copy and world-class voice artistry, we develop audio brands that represent the distinct identity of each individual client, with each element entrusted to the industry’s finest writing, composition and voiceover talent. These inspiring productions replace the beeps or silence traditionally heard on-hold, connecting with a captive audience to engage listeners, encourage inquiries and create the most professional company image in this vital channel for consumer communication. As a proud member of the ICS, PHMG is committed to delivering world class customer service – and has earned an outstanding overall client satisfaction rate of 98.5%.

PHMG is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Read Full Job Description
Please send your resume to [email protected] with the subject line "Head of Operations - Builtin."
Apply now
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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InDesignDesign
    • PhotoshopDesign
    • WordpressCMS
    • Microsoft DynamicsCRM
    • LinkedIn Sales ProfessionalLead Gen


Right next to the flagship Apple store, PHMG’s 25th floor offices boast spectacular views of Lake Michigan and the metropolis of Downtown Chicago.

What are PHMG Perks + Benefits

PHMG Benefits Overview

PHMG provides a full benefits package, onsite workout facilities, company sports leagues, commuter benefits, on-site barber and beautician, regular incentives recognising high achievers including but not limited to: dinner at top restaurants in Chicago with our CEO, Cubs game, weekly lunch, cash incentives and trips to places such as Cabo, Vegas and Aruba.

Health Insurance & Wellness Benefits
Disability Insurance
We provide short term and long term disability
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
PHMG also offers 1 week leave after getting married.
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
18 - 20 days PTO plus up to 8 federal holidays and an incentive to earn a week off during the Christmas period.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
PHMG has an on-site bar - the Goat tavern and beer fridges with local brews delivered weekly.
Commuter Benefits
PHMG offers pre-tax commuter benefits for all employees via the Ventra travel program - receiving a discount of up to 40% off your commuting.
Company Outings
PHMG has monthly paid team outings for high achievers across all departments with a monthly President's club. In addition we offer company-wide holiday parties twice a year for all employees.
Game Room
Our employees are very competitive and enjoy using our ping pong, foosball and pool tables when they need a break.
Stocked Kitchen
PHMG provides ice cream every Friday with unlimited coffee, tea, soft drinks (and energy drinks!).
Some Meals Provided
PHMG provides lunch for new starters during their training and weekly catered lunch on Fridays for top performers.
Happy Hours
PHMG provides happy hours at local bars.
Recreational Clubs
PHMG currently sponsors soft ball and kickball leagues all year round.
Relocation Assistance
PHMG offers relocation assistance, including home finding, temporary housing, moving costs and travel expenses reimbursement for certain roles.
Fitness Subsidies
PHMG offers free gym membership at the on-site gym upon promotion and also sub-sized gym membership of $15 per month for all employees.
Professional Development Benefits
Job Training & Conferences
PHMG offer a comprehensive training program via our company induction and orientation and also a specialist Sales Academy.

Additional Perks + Benefits

PHMG values employee recognition through our career development program and quarterly awards conferences. We also encourage team collaboration at charity events via the PHMG Foundation including Skydiving, Santa Hustle, Warrior Dash and other team events.

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Please send your resume to [email protected] with the subject line "Head of Operations - Builtin."
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