Careers at Orca Pacific

Senior Director, Client Success & PMO

Job Description

Orca Pacific a Media.Monks company is a tech-enabled, data backed full-service agency with an exclusive focus on Amazon and other eCommerce platforms. We are part of the S4 Capital family of companies. We are looking for an Sr. Director, Client Success & PMO to lead and grow our enterprise client success and project management team within our commerce division.

This person needs to be an analytical thinker who demonstrates a high degree of ownership, leadership, and a strong work ethic, with a proven history of success. We are looking for someone to roll up their sleeves and be heavily engaged in the day-to-day support of client’s services and projects. The Sr. Director, Client Success & PMO will be part of the commerce division leadership team at Orca Pacific. This role will be overseeing and building a growing team of client facing employees with direct manager reports. The primary responsibilities include onboarding and then retaining existing clients, excellent service delivery quality and timing, ensuring the Client Success & PMO team is leveraging technology and other resources for better efficiencies. In addition, the Sr. Director will be responsible to mentor/manage Managers that report up to the Sr. Director role. You will need to work across the organization including with Sales, Marketing, Finance and Operations teams.

Contact Orca Pacific


  • Understand Orca Pacific’s full-service offerings to clients
  • Being obsessed with the onboarding of new clients and all client engagement management success to make each client engagement successful
  • Ownership and success of all the project management best practices and process operations
  • Lead a highly skilled group of domestic and international employees ensuring the highest levels of client services and performance
  • Measurement of client success engagement performance
  • Manage the SOW scope and expectations
  • Hire, train, and lead teams of employees in multiple time zones
  • Oversee achievement of client project performance deliverables
  • Manage and track our teams on continuous improvement projects aimed at increasing the efficiency and effectiveness of our ways of working ensuring success
  • Ensure elevated level of service and communications delivery quality
  • Evidence of strong negotiation skills with the ability to identify and implement desirable solutions to strategic and operational challenges as well as manage and resolve conflict
  • Ensure all new processes/tools, launches include a timely readiness plan across all reliant support teams for successful partner and/or stakeholder experience
  • Some travel required to facilitate management, training, and client interactions

If you are interested in this role, please send your resume and salary requirements to

About Orca Pacific:

We’re a team of 60+ former Amazonians and top industry experts who work from within Amazon’s backyard. We use a combination of knowledge and machine learning software to develop and implement custom Amazon strategies toward sustainable topline growth.

In 2020, we merged with MightyHive, a global leader in advanced marketing and technology services. The partnership brought us into the fold of S4Capital, a new-age marketing services company dedicated to bridging the gap between media, creative, and measurement.

 At Orca Pacific, we help 1P Vendors, 3P Sellers, and Hybrid Accounts. Our services are far-reaching and include:

 ✔️ SEO, Content, and Brand Store Optimization

✔️ Managed Amazon Advertising (PPC, DSP, etc.)

✔️ Vendor/Seller Central Account Management

✔️ Business Planning and Consulting

Required Experience:

  • Previous track record managing managers (teams within a team)
  • Proven experience working with enterprise level brands internally or as an agency/retail partner
  • Building and growing teams while implementing process
  • Proven experience of leading complex eCommerce projects for enterprise level brands or top retailers working with multiple cross functional stakeholders
  • Client obsessed with focus on high quality service, delivery, and retention
  • Data driven, reviewing KPIs and creating actionable solutions for improvements
  • 5+ years of proven experience in project management, client services, leadership, and relationship management within an agency, enterprise brand or a top retailer
  • Highly logical, analytical, and innovative thinker that is extremely detailed
  • Passion for data-informed decision making
  • Strong organization and prioritization skills
  • Strong verbal and written communication skills
  • Strong problem-solving ability
  • Strong multitasking skills
  • Experience building out project management teams with complex dependencies and effective resource management
  • Proven record of creating new successful processes and improving existing ones
  • Ability to manage multiple priorities in a fast paced, multi-time zone international business environment
  • Demonstrated ability to establish long-range strategic plans that capitalize on internal needs and external capabilities while managing operational risks

Preferred Experience:

  • 3+ years enterprise brand experience or top retailer in an ecommerce team
  • 5+ years leading cross functional eCommerce projects for large enterprise level brands (DTC, B2C, B2B)
  • Managed and measured client success of relationship management of ecommerce & content services
  • Extremely detailed and organized managing multiple client relationships at the same time
  • Amazon and other e-retail/marketplace experience
  • Proven knowledge of core eCommerce data analytics-metrics
  • Experienced with multiple project management software
  • Experience with Agile and Scrum methods-process
  • Creating advanced detailed project management roadmaps and best practices
  • Proven knowledge of e-retailer product detail page content and advertising content conversion best practices on various marketplaces
  • Understanding of the ecommerce multi-channel customer journey
  • 3+ years managing a team of 5+ team members
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