Operations Manager

OVERVIEW

The Operations Manager is a strategic and hands-on leader responsible for overseeing the internal systems, processes, and tools that support operational excellence across the organization. This role ensures the smooth functioning of key platforms, drives automation and efficiency initiatives, including systems and processes education. The Operations Manager will also manage the day to day Operations team toward achieving performance and service excellence.

Working cross-functionally, the Operations Manager identifies improvement opportunities, leads process redesigns, and ensures alignment between business needs and operational capabilities. The Operations Manager is proactive and a systems-savvy professional who thrives in fast-paced environments and enjoys solving complex operational challenges, understands budgeting and basic finances as well as project management.

WHAT YOU WILL DO

Leadership & Team Management

• Supervise and mentor the Operations Coordinator, interns and freelancers, providing direction, support, and performance feedback.
• Coordinate team priorities, delegate tasks appropriately, and ensure seamless execution of operational responsibilities.
• Foster a culture of accountability, continuous improvement, and high service standards across operational support functions.
• Strategic Operations Oversight
• Own and optimize operational workflows, policies, and procedures across departments.
• Lead the approval processes for Statements of Work (SOWs), vendor expenses, and procurement requests (e.g., Amazon purchases).
• Ensure compliance with internal Privacy Policy standards and industry regulations.
• Serve as a point of escalation for internal help desk and systems-related questions.
• Systems Management & Process Integrity
• Oversee license management for all core platforms (e.g., Microsoft 365, LastPass, Adobe, Slack, ChatGPT).
• Ensure data quality and consistency across key systems such as NetSuite, ClickUp, the Planning Tool, and dashboards.
• Monitor and guide system hygiene, with a focus on clean, reliable, and up-to-date records working closely with the Finance team to ensure all stakeholders have their needs fulfilled.

Support & Documentation

• Champion clear and consistent documentation practices, including training guides, process documentation, and SOPs (Standard Operating Procedures).
• Support Client Services with system/process questions and maintain alignment on tools and workflows.
• Lead knowledge sharing across departments through systems training and structured onboarding materials.
• Performance Monitoring & Data Insights
• Facilitate and contribute to KPI meetings, using data to inform and improve performance strategies.
• Review and fulfill ad hoc data requests to support reporting, forecasting, and strategic planning.

WHAT YOU WILL BRING

• 5+ years of experience in operations, systems management, or business administration, with at least 2 years in a leadership or management role.
• Strong working knowledge of business systems (e.g., NetSuite, Google Suite, Click Up, Microsoft 365, Slack, Adobe, project planning tools).
• Proven track record of driving process improvements and leading cross-functional initiatives.
• Excellent organizational, analytical, financial and interpersonal communication skills.
• Ability to manage multiple priorities and stakeholders while maintaining attention to detail.