Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage operational needs for client onboarding, offboarding, cancellations, service modifications, and other key client transitions.

• Confirm that necessary information, documentation, approvals, responsible parties, timelines, and system updates are complete and aligned.

• Facilitate seamless transitions among sales, finance, client strategy, project management, and delivery teams.

• Follow up on outstanding requirements and escalate significant or repeated issues.

• Oversee and maintain Salesforce, SCOPE, ClickUp, and other essential operational platforms.

• Conduct regular audits and reconciliations to uncover outdated, incomplete, duplicated, or inconsistent information.

• Uphold system usage standards, field definitions, documentation, and controls.

• Support workflows and integrations that connect sales, client, delivery, and financial information.

• Act as the primary point of contact for operational inquiries and requests.

• Resolve routine issues autonomously and communicate requirements, status updates, decisions, and next steps.

• Identify recurring requests or breakdowns for process, training, documentation, or automation enhancements.

• Reinforce accountability for established processes by identifying noncompliance, requesting corrections, and escalating repeated or significant issues.

• Draft and maintain standard operating procedures (SOPs), playbooks, templates, checklists, and training resources.

• Map and enhance workflows by pinpointing unclear ownership, unnecessary steps, missing controls, and recurring failure points.

• Assist with process rollouts, training, adoption, and ongoing maintenance.

• Engage in retrospectives and continuous improvement initiatives, ensuring agreed-upon actions are completed.

• Generate regular operational reports, audits, and summaries related to onboarding, pipeline activity, client modifications, system health, and process compliance.

• Investigate discrepancies, determine root causes, and propose corrective actions.

• Identify, design, test, and document AI-enabled or automated workflows, including limitations, controls, human review requirements, and impact assessment.

• Share practical insights gained from implemented improvements.

⛳️ Requirements

• Approximately four to seven years of experience in agency operations, business operations, client operations, project management, revenue operations, or a related field.

• Experience in a marketing agency, professional services organization, or multi-client setting is strongly preferred.

• Experienced in administering CRM, project management, workflow, or reporting platforms.

• Proven experience in documenting, enhancing, or supporting cross-functional business processes.

• Exceptional attention to detail and the ability to maintain accurate information across interconnected systems.

• Capable of managing recurring responsibilities while executing improvement projects.

• Strong follow-through skills with the ability to anticipate risks, manage dependencies, and complete tasks without needing repeated reminders.

• Sound judgment in knowing when to resolve issues independently, seek input, or escalate concerns.

• Practical experience with generative AI, automation, or workflow tools to enhance business processes.

• Ability to thoughtfully test AI-supported workflows and recognize when human review is necessary.

• Comfortable learning new systems and translating technical capabilities into actionable workflows.

• A curious mindset with a commitment to continuously enhancing technical skills.

• Strong written communication and process documentation abilities.

• Capable of clearly communicating requirements, decisions, and next steps across teams.

• Confident in following up, requesting corrections, and upholding established standards.

• A responsive, service-oriented approach balanced with disciplined prioritization and accountability.

• Must be eligible to work in the United States; visa sponsorship or transfer is not available.

🏝️ Benefits

• Competitive compensation.

• Flexible work environment.

• Medical, dental, and vision insurance.

• Unlimited paid time off.

• 401(k) with company match.

• Company-paid life and disability insurance.

• Paid parental leave.

• A collaborative culture that promotes autonomy and ownership.

• Employee wellness programs and additional perks.