Operations Specialist

About Darkroom

Darkroom is the leading next-generation growth marketing firm engineering the brands of tomorrow. Founded in 2017, we set out to redefine what a modern agency could be, by replacing the inertia of legacy advertising behemoths with a model built for speed, intelligence, and measurable impact.

At our core, Darkroom is a human services company powered by Shadow , a universal AI commerce layer that integrates executive-level strategy with proprietary agentic technology. This fusion enables our teams to deliver outsized returns by enhancing creative output, operational efficiency, and revenue generation across every stage of the customer journey.

Our track record speaks for itself: billions in attributable revenue driven across e-commerce marketplaces, media networks, DTC ecosystems, and social commerce platforms. Every engagement feeds into our proprietary data infrastructure, enabling a continuous feedback loop that accelerates growth, improves margins, and compounds results across our client portfolio.

What began as a boutique design studio has evolved into one of the fastest-growing private companies in America (Inc. 5000) and among the most effective performance media agencies of the 2020s (Varos) . Our founders were recognized by Forbes 30 Under 30 for advancing the intersection of technology, marketing, and advertising, cementing Darkroom ’s role as a defining player in the future of media innovation.

This is a fully remote role supporting a team in the EST time zone (9 AM–5 PM EST). Hiring locations include Brazil and Portugal.
About the role

As we take on enterprise accounts and hire into service teams at pace, the systems that hold client delivery together are being rebuilt ad hoc by team leads in Google Sheets, outside Notion, and outside anyone's line of sight but the account lead's. We need to centralize workflow development and ensure teams are trained and supported in existing systems.

This Operations Specialist will operate across client operations: onboarding and offboarding; workflow refinement, maintenance, training, and client tailoring; compliance and usage across service teams.
Ongoing Responsibilities
1. Client Operations

-
Onboarding & offboarding. Own the operational backend for new and departing clients: kick-off and offboarding coordination, documentation and credential access, access revocation, and the integrity of our client databases throughout.

-

Client success support. Serve as the operational counterpart to account leads, keeping delivery infrastructure current as scopes, teams, and client needs change.

-
When an enterprise client signs, embed with that account and team through the first 30–60 days, when a newly assembled team is competent but not yet confident in our systems.

-
Tailor systems to the client. Build the views, dashboards, and structures a specific client needs inside our stack, so uniform solutions live in Notion and remain visible to leadership.

-
Staffing upkeep. Partner with Service Directors on staffing changes, capacity tracking, and the staffing ledger as restaffing, change orders, and offboardings arise.

2. Operational Platform Ownership

-
Proactive systems adoption. Assess day-over-day application of our systems by teams, and intervene before workarounds calcify.

-
Understand our service teams and operate as their operational partner, knowing their workflows better than anyone outside the team.

-
Audit and build workflows. When a team needs a new workflow, you scope it, assist building it, and own it rather than routing it back to them.

-
Compliance and training. Keep your teams trained on and compliant with the project management system, and own the escalation path when they are not.

-
Onboard new hires onto the project management system and into the operational rhythm of their team.

-
Platform support. Serve as a go-to for Notion troubleshooting, database hygiene, and structural questions across the agency.