Operations Manager, US, CA, MX, LATAM

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Take charge of the month-end closing calendar and delivery timeline for the entire client portfolio, including staged due dates, review turnaround, and a strict standard for adherence.

• Maintain a single source of truth for every client deliverable and its responsible party; drive overdue tasks to zero and ensure they remain there.

• Identify potential delays before the client notices and take early action.

• Distribute workload among analysts and bookkeepers; assign and readjust client accounts as the portfolio evolves.

• Monitor hours against billed time, highlight instances of over- and under-utilization, and plan for leave and backup coverage to ensure continuity.

• Develop and uphold the standard operating procedures (SOPs), onboarding, and handoff practices that enable the team to scale efficiently and accurately.

• Serve as the managerial layer that the delivery team requires, holding regular one-on-one meetings, setting clear expectations, managing performance, and ensuring follow-through.

• Take ownership of the quality-control process. Ensure that senior reviews are conducted and standards are upheld.

• Act as the primary escalation point for delivery and client-service concerns, preventing these issues from defaulting to the founder; manage approvals within defined parameters.

• Track and ensure compliance with statutory, payroll, and filing deadlines across various jurisdictions.

⛳️ Requirements

• 5+ years of experience in operations, delivery, or service management—preferably in professional services, accounting/finance, BPO, or a client-delivery agency—where meeting deadlines, maintaining quality, and ensuring client satisfaction are crucial.

• Proven experience in managing remote teams, including across different time zones, with genuine accountability for their performance.

• Ability to establish and enforce processes—such as SOPs, scheduling systems, and quality assurance gates—and ensure their effectiveness.

• Strong judgment and assertiveness: you uphold standards and deadlines proactively.

• Excellent written and verbal communication skills, along with the organizational capability to handle multiple moving parts simultaneously.

• Comfortable working with a modern, AI-driven toolset (we heavily utilize Claude and automation).

🏝️ Benefits

• Flexible, results-oriented work arrangements during the specified overlap window.

• Fully remote work opportunity.

• Generous paid time off (PTO) along with national holidays.

• Company-wide closure during the week between Christmas and New Year's.

• Genuine ownership and a pathway to the Head of Operations role as the company expands.