Operations Manager

Position Overview:

We're on the hunt for a sharp, scrappy, and solutions-driven Operations Manager to join our fast-growing tech consulting team. This isn't your typical 9-to-5 role; we need someone who thrives in a fast-paced environment, loves solving real problems in real time, and isn't afraid to roll up their sleeves to get things done.

As our Ops manager, you'll be the engine behind our delivery machine; streamlining processes, driving operational excellence, and ensuring our clients get nothing short of outstanding results. You'll work closely with our consultants, business development team, and leadership to ensure we're not just delivering, but delivering smart.

We're growing fast, and we need someone who has a tech first approach, can pivot quickly, think on their feet, and stay cool under pressure. You'll help us scale operations, enable killer client delivery, and make it easier for the sales team to close deals by ensuring our backend runs like a dream.

The Operations Manager will report directly to the CEO and will be instrumental in driving the company's operational excellence and growth. You'll treat the business like it's yours: spotting revenue leaks & chasing upsell opportunities. This role is about ruthless execution, constant process improvement, and building a scalable onboarding engine that enables growth and client satisfaction. If you're hungry, adaptable, and obsessed with quality, we want to talk.

Key Responsibilities:

1. Overall Management:
   • Oversee daily operations to ensure the company runs smoothly and efficiently.
   • Implement operational strategies aligned with the company's goals and objectives.
   • Monitor and analyze the performance of various departments to ensure optimal productivity.
   • Manage & prepare daily, weekly and monthly reports for the clients and the board.
   • Design, implement, and continuously improve customer service and support processes.
   • Map out customer journeys to eliminate pain points and inefficiencies.
   • Automate repetitive tasks using tools like CRMs, RPA, or workflow engines.
   • Define and track KPIs such as response time, resolution time, NPS, churn rate, and CSAT.
   • Prepare regular performance dashboards for internal and client reporting.
   • Identify trends in customer behavior or operational issues.
   • Ensure adherence to customer data privacy, contract terms, and regulatory requirements (e.g., ISO 27001, GDPR).
   • Maintain documentation and audit trails.
   • Recruit, onboard, and coach team members.
   • Set performance goals, run 1:1s, and drive team culture.
   • Handle resource planning and workforce scheduling.
2. Project Coordination:
   • Coordinate and manage projects with clients, ensuring all deliverables meet quality standards and deadlines.
   • Develop project plans, timelines, and budgets, and track progress regularly.
   • Collaborate with cross-functional teams to ensure successful project execution.
3. Client Onboarding:
   • Facilitate the onboarding process for new clients, ensuring a seamless transition and positive experience.
   • Provide training and support to new clients to help them understand and utilize our solutions effectively.
   • Develop a customized onboarding plan or project timeline.
   • Coordinate and run kickoff meetings with internal and client stakeholders.
   • Clearly define roles, communication channels, and expectations.
   • Monitor usage or adoption in the first 30/60/90 days.
   • Flag and resolve blockers quickly to maintain momentum.
   • Act as the central point of contact during onboarding.
   • Set cadence for check-ins and progress updates.
   • Capture client feedback and share with product or delivery teams.
4. Client Operations:
   • Manage end to end operations of client services.
   • Own or contribute to the selection and implementation of CRMs, Helpdesk platforms, or analytics tools.
   • Train teams on tools and ensure they are used effectively.
   • Host regular business reviews with clients to demonstrate value and gather feedback.
   • Ensure SLA adherence and prompt resolution of escalated issues.
   • Build playbooks and escalation matrices for consistent support.
   • Support retention, upsell, and renewal initiatives.
5. Client Contract Management:
   • Manage client contracts, including negotiation, renewal, and compliance.
   • Maintain accurate records of contract details and ensure all contractual obligations are met.
6. International Engagement:
   • Utilize strong communication skills to engage and collaborate with international clients and suppliers.
   • Foster and maintain positive relationships with global stakeholders.
7. Technical Skills:
   • Apply strong technical skills to understand and address client needs and technical challenges.
   • Stay updated with industry trends and technological advancements to continuously improve operational processes.

Qualifications and Skills:

• Bachelor's degree in business administration, information technology; Operations Management, or a related field. MBA is preferred.
• Proven experience in an operations management/project management role, preferably in a digital or technology-driven environment.
• Strong project management skills with a history of successfully handling multiple projects.
• Excellent communication skills, both verbal and written, with the ability to engage effectively with international clients and suppliers.
• Strong technical acumen and the ability to understand complex technical concepts.
• Proficiency in project management and CRM software.
• Exceptional organizational and leadership abilities.
• Strong problem-solving skills and a proactive approach to addressing challenges.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.