Managing Director, Delivery (CX)

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Who We Are

VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.

About WPP

WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com.

Who We Are Looking For:

VML is hiring a Managing Director to oversee CX and website program delivery for a notable global client in the athletic footwear space. This is an exciting opportunity to lead a total website transformation, partnering cross-functionally with team members in UX, Analytics, Enterprise Solutions, Account, Strategy, etc. to launch a new website for our client. Your breadth of account and PM experience enables you to lead large, multi-disciplinary teams from conception to delivery. We are open to candidates in New York City who can work in a hybrid capacity in-person at our office.

What You'll Do:

• People | Lead a team of program managers to support delivery of CX offerings. Partner with Account leads to provide ongoing client satisfaction. You’ll oversee the development of integrated project and program deliverables across teams and agency partners, handling concurrent workstreams for multiple retailers across North America. Support cross-functional teams spanning UX design and research, tech, data & analytics, and strategy.
• Process | Establish and maintain project and program communications. Oversee project estimations and staffing recommendations, while implementing new processes across large workstreams. Ensure calendars and deployment schedules are maintained for multiple operating units globally. Leverage AI where possible to optimize delivery and efficiency.
• Financials | Responsible for project profitability. Plan, track, and approve project expenses, billing, and invoices. Partner with the finance team to develop a consistent profitability and utilization view across all workstreams. Manage resource allocation on an ongoing, weekly basis, and monitor project burn rates, budgets, and reconciliations.
• Work | Drive projects forward from point A to point B, ensuring excellent and timely delivery. Provide purpose, direction, and motivation to the team. You’ll be a champion for the work and internal project team by taking notes, following up, building timelines and plans, etc. You'll also build slides, create compelling stories, and manage comprehensive documentation.

Who You Are:

• A builder | Process-oriented and an innovator with a strong point of view and distinct voice. You have experience standing up new commerce clients and establishing streamlined operations.
• Open and collaborative | Comfortable with ambiguity and a champion of team environments that encourage collaboration. You thrive in client-facing roles, with an innate ability to understand client problems and provide tailored solutions.
• Optimistic and resilient | You dig in and work around challenges, providing the balance and stamina needed to keep the team motivated and positive.
• Ego-less | Willing to wear multiple hats to contribute to the team's success, regardless of the task.

What You'll Need:

• 12+ years of experience in PMO and/or technical leadership and management, ideally within an agency setting.
• Project management leadership experience launching technical products required.
• Web development and re-platforming delivery experience strongly preferred.
• Mastery of leading delivery within Agile methodology environments, preferably SAFe agilest experience.
• Proven track record of leading successful project management and technical teams
• Familiarity with Smartsheet, Excel, Monday.com, Workday, and Jira. Experience with Workfront or Proof HQ is a plus.
• Interest in AI and how to leverage it as a delivery tool.
• Strong project management operations skillset, including effective meeting management and capturing actionable next steps.
• Ability to prioritize tasks, navigate challenges, and build operational rigor.

The base salary range for this position at the time of this posting is indicated below. Individual compensation varies based on job-related factors, including location, business needs, level of responsibility, experience, and qualifications. We offer a competitive benefits package, click WPP Benefitsfor more details.

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$125,000—$250,000 USD

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. 

VML is a WPP agency (NYSE: WPP). For more information, please visit  www.vml.com, and follow along on Instagram, LinkedIn, and X.

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