Vice President of Operations & CRM

ABOUT ORCHESTRA

Orchestra is a strategic communications and marketing company built for today’s complex and fragmented world. From decoding audiences to designing bold strategies, Orchestra integrates people, platforms, and stories that stick to help clients build lasting influence. The company offers programs that span from the highest level strategic business counsel through to tactical execution. Orchestra brings together 700+ people with experience across consumer and lifestyle, technology, nonprofit and philanthropy, real estate, sports, travel, hospitality, and more. Made up of leading firms BerlinRosen, Civitas Public Affairs Group, Derris, Glen Echo Group, Inkhouse, M18, Message Lab, Onward and Small Girls PR. It also launched Brightmode, a talent acquisition firm for communications professionals, and Versus Media Group, a strategy-first political media team. Learn more at www.orchestraco.com.

People of all backgrounds and abilities are strongly encouraged to apply. Orchestra is committed to building and maintaining a diverse staff, and recognizes that its continued success depends on hiring and retaining high-quality creative professionals with a variety of backgrounds and experiences. Opportunities for advancement exist, and we are committed to helping all staff develop and grow.

ABOUT THE OPERATIONS TEAM

Orchestra’s Operations team is comprised of over 30 experts who specialize in finance, IT, legal, general operations, and office management. The Operations team supports the rapid growth of the firm by proactively identifying operational efficiencies and building the systems and infrastructure to scale sustainably.

Role location: This role is based in our New York, N.Y. office on a hybrid basis. Orchestra staff are in office 3 days per week.

ABOUT THIS ROLE

Orchestra is seeking a Vice President of Operations & CRM who will:

• Operations: Lead internal projects, support and lead junior and mid-level staff and proactively make process improvements across the firm. This person will work closely with a wide range of staff from senior team leaders to administrative staff. This is a great opportunity for someone who stays cool under pressure and thrives in a fast-paced environment ripe with complex problem-solving opportunities.
• CRM: Oversee HubSpot as Orchestra’s system of record for growth, pipeline management, and client operations. As the central authority for CRM administration, data governance, reporting, and process design, this person will partner closely with Leadership, Growth, Finance, and cross-functional teams to translate business strategy into scalable workflows, high data integrity, strong user adoption, and actionable insights.

VP of Operations (50%)

• Proactively identify opportunities to enhance operational efficiency, leverage technology and optimize processes across the company
• Work cross-functionally with Leadership, Growth, Finance, Operations, HR and other teams to successfully drive projects against deadlines
• Lead change management, ensuring successful implementation of initiatives
• Oversee relationships with key vendors, negotiate contracts, and ensure optimal service delivery and cost-effectiveness

CRM Administration & Platform Management (50%)

• Manage user access, roles, permissions, and licenses across the full user lifecycle
• Serve as the first point of contact for all CRM platform inquiries and troubleshooting
• Oversee CRM integrations with other internal systems (e.g., NetSuite, Paylocity, CLM) to ensure reliable data flows
• Build and maintain scalable automated workflows to support business processes that reduce manual effort
• Partner cross-functionally with Growth, Finance, and client leads to ensure accuracy of pipeline data 
• Build and maintain CRM reports and dashboards, ensuring alignment with business objectives and KPIs
• Prepare business development data for leadership, org-wide presentations, and ad-hoc requests
• Design and deliver structured onboarding and ongoing training programs to support new and existing CRM users
• Document and maintain CRM standard operating procedures, guides, and FAQs
• Continuously assess and refine CRM-related processes, ensuring the platform evolves with business needs
• Manage external partners and vendors as needed to build systems integrations and continue to optimize CRM systems and processes

Essential skills:

• 5-7+ yearsof managing operations, preferably for a mid to large organization, and 3+ years of hands-on experience in CRM platform, HubSpot is a plus
• Proven ability to design and scale automations, processes, and reporting that improve efficiency, accuracy, and consistency across teams
• Demonstrated success driving change management through training and documentation
• Strong understanding of growth and revenue operations, including lead management, pipeline structure, forecasting, lifecycle stages, and cross-functional handoffs
• Drive to learn new things and problem-solve off the cuff
• Strong project management and collaboration skills, with the ability to prioritize and track multiple workstreams across teams while managing concurrent projects in a fast-paced, deadline-driven environment with high attention to detail
• Strong writing, editing and research skills with a penchant for paring down and presenting information in a clear and succinct fashion
• Ability to take initiative, maintain confidentiality and exercise discretion

Preferred skills:

• Experience in public relations, at a firm or agency, or in mergers and acquisitions

WORKING AT ORCHESTRA

Salary range (commensurate with experience and skills): $130,000-$150,000

This role is eligible for end of year bonuses based on firm, team and individual performance.

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