Operations Manager

Role Summary

The Operations Manager is responsible for driving operational excellence and business performance across the organization. This role combines client account leadership, operational reporting, process governance, sales support, and people management.

You will own critical business insights and forecasting, ensure consistent scalable operational processes, support new business initiatives, and develop high-performing team members. The Operations Manager partners cross-functionally to improve efficiency, profitability, client retention, and overall organizational effectiveness, while serving as a key culture and values leader.

Key Responsibilities

Account Management

• Direct account management of key client accounts across a variety of digital marketing services:

  • Build and execute strategic account plans (short- and long-term).

  • Own day-to-day client communications and maintain proactive relationships.

  • Ensure accounts remain on budget and meet or exceed performance goals.

  • Provide strategic recommendations aligned to each client’s business objectives.

• Direct management of strategists and/or account managers:

  • Train, coach, and develop team members.

  • Write performance reviews and define career development goals.

  • Maintain strong client satisfaction and retention metrics.

  • Serve as escalation point for client issues.

  • Partner with VP of Operations to balance workloads.

  • Support team members to ensure successful client outcomes.

Operational Reporting & Business Insights

• Own and maintain all Operations department reporting, including:

  • Puretech utilization

  • Monthly Recurring Revenue (MRR)

  • Profitability reporting

  • Revenue forecasting

  • Client retention

  • Existing revenue expansion

  • Cross-sell revenue

• Develop dashboards and reporting tools that provide leadership visibility into operational and financial performance.

• Analyze trends, identify risks and opportunities, and proactively communicate insights and recommendations.

Process Management & SOP Governance

• Ensure new Standard Operating Procedures (SOPs) are developed as business needs evolve.

• Own the annual review cycle for existing SOPs to ensure documentation is current and aligned with best practices.

• Drive operational consistency through strong SOP adoption.

• Identify inefficiencies and lead initiatives to improve workflows, scalability, and quality.

Cross-Functional & Sales Support

• Partner with Sales to support QA of new business audits, presentations, RFPs, and related materials.

• Provide operational input to ensure new business opportunities are feasible and scalable.

• Serve as a key liaison between Sales, Product, and Operations.

People Enablement & Onboarding

• Play a key role in new-hire onboarding after initial training.

• Ensure team members are fully operationalized through strong process education and documentation.

• Identify onboarding gaps and partner with the Director of Training to improve ramp-time and time-to-productivity.

Continuous Improvement

• Continuously identify opportunities to improve operational processes, tools, and systems.

• Lead or support automation and system enhancement initiatives.

• Establish, track, and report on operational improvement success metrics.

Required Qualifications

• Bachelor’s degree in Business, Operations, Finance, or related field (or equivalent experience).

• 5+ years of experience in client management, operations management, or similar role.

• Strong experience with operational and financial reporting (MRR, utilization, forecasting, profitability).

• Proven ability to create, maintain, and optimize SOPs.

• High analytical and problem-solving capability.

• Experience working cross-functionally with Sales, Product, Marketing, and other stakeholders.

• Excellent organizational, communication, and documentation skills

• High energy, maturity, persistence, and resilience

• ​​​Sense of humor

Preferred Qualifications

• Demonstrated success scaling operations within a growing organization.

Key Success Metrics

• Strong client and team retention rates

• Accuracy and timeliness of operational reporting

• Improved utilization and profitability

• Reduced inefficiencies and streamlined SOPs

• Enhanced sales support quality and improved prospect win rates

• Improved onboarding effectiveness and time-to-productivity

• High employee satisfaction and retention

(un)Common Values

Every member of our team is committed to upholding our (un)common values:

• Do what it takes to deliver excellent results

• Have the right attitude

• Do the right thing

• Communicate directly and honestly

• Do what you say you are going to do

• Always learn and try new things

We don’t just tape our values on the wall—we walk the talk.