Minimum of 3-5 years of demonstrated expertise as an Operations Manager.
Proficiency in online project management and recruitment with a proven track record of successful implementations.
Comprehensive knowledge of digital marketing strategies and their application in achieving business objectives.
Exceptional leadership skills to efficiently coordinate and guide operational staff.
History of effectively executing projects and managing campaigns to drive positive outcomes.
Client Management Responsibilities
Conducting client-onboarding/off boarding process, going on a deep dive with what the client needs and aligning it with a great solution from REA, to take notes and ensure any necessary follow-up is completed
Writing and sending thoughtful emails/notes to clients and others connected (client staff/OM)
Handling certain client problems with grace and understanding. You’re the go-to customer service human in the company and will work individually with clients as needed and as they have questions
Client success management with focus on customer delight and client retention
Team Management Responsibilities
Searching, vetting, hiring, onboarding, monitoring and off boarding customer support agents and junior salespeople
Enforcing values and high standards within the team
Ensuring admin updates, client concerns are communicated to the team
Operations Management Responsibilities
Implementing operational business systems and managing processes
Organizing, leading, and delegating and ensuring the execution of all tasks
Creating and implementing division policies and SOPs and subsequently following up with team members to ensure they are understood and being followed
Working closely with the CEO/COO to see the vision and direction for the division and creating and executing the necessary processes to move the company forward
Creating spreadsheets and implementing new systems / tech as needed to support the operations of the division and team.
Managing the Profit and Loss statement of the division
Project Management Responsibilities
Helping to create team meeting processes and then leading team meetings
Managing projects in client’s own project management software to stay on top of deadlines and ensure projects are completed on time
Communicating with clients regarding the status of their projects and fielding any client questions
Stepping into project processes and suggesting improvements as necessary to streamline processes
Planning projects while taking other moving parts into consideration and scheduling tasks accordingly
Creating and managing projects and properly delegating them to team members
Proactively delegating tasks and follow up to ensure they are being completed
Keeping track of project timelines and checking in with tasks and team to make sure everything stays on track
Following up if tasks are not being completed to find out if additional support is needed
Finance and P&L monitoring (including minimizing expenses)
Implementing new practices from the management (such as rolling out surveys or creating new processes) to better the client experience
Understanding the vision of the CEO/COO and creating ideas to help add to those visions
Email and calendar management
Reviewing and signing contracts and monitoring invoices of clients
EOD reports every day for the first 90 days
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