Senior Operations Manager

7 days ago

Canada, CA Brick Full time

Job Title: Operations Manager

Employment type: Full-time (min 40 hours per week)

Role type: Contract → Hire

Remote status: Fully remote

Start date: January 2024


About Us:

We are a growth agency specializing in scaling 7— 8-figure e-commerce brands using Paid Social and Search campaigns. Recognized as some of the smartest e-commerce growth experts in the industry and responsible for managing millions of dollars a month in ad spend, we genuinely care about helping our partners grow and become market leaders.


As our Operations Manager, you'll play a pivotal role in ensuring our clients feel prioritized and valued. Beyond managing client relationships, you'll dive deep into various HR functions and operational tasks to streamline processes and elevate our service delivery. From overseeing client metrics to spearheading team collaboration and enhancing our overall client experience, you'll be at the forefront of driving success and fostering a vibrant team culture. We seek someone with a keen eye for attention to detail and who will aim for excellence at every stage.


Role Mission

  • Your mission will be to become our two founders' right-hand person and make our team and operations more efficient and productive so that our founders can work more on the business and remain free from unnecessary stress and distractions.
  • In addition, you will be responsible for ensuring Brick's client satisfaction is maintained to an incredibly high standard.


⭐️ Main Success-KPI:

  • Client Satisfaction Score.
  • Client Retention Rate / Churn.
  • Client Contracts Extended.
  • Time freed up in Founder’s Calendar.
  • Reduction of touchpoints from founders with tasks that are not strategic.
  • Number of issues resolved without escalation per month
  • Improving team efficiency and output


Outcomes

  • Achieve an average client satisfaction rate of 9+/ out of 10 monthly.
  • Build out a system and conduct regular client check-ins and informal feedback, making sure this feedback is actioned to reduce churn.
  • Time freed up in the Founder’s Calendar.
  • The average response time to messages from the founder and clients is less than 60 minutes. Except (on weekends)
  • Most problems are being solved without the Founder’s assistance.


Responsibilities


  • Execute tasks delegated to you by the founders based on importance and priority
  • Any problems and challenges that arise are dealt with appropriately and independently.
  • Finish any new tasks you get as soon as possible, and do them with attention to detail.
  • 1-3-1 Rule: Every time you have ONE problem, come up with at least THREE well-thought-out solution proposals and choose ONE preferred solution.


  • Improve Operations
  • Setting up Documents and SOPs (optimizing existing SOPs)
  • Propose and lead new initiatives that improve internal processes and client experiences.
  • Improving organization of our existing project management tool
  • Assistant in screening and recruiting interviews
  • Manage and keep on top of all teams and founders' tasks to ensure deadlines are being met.
  • Manage some personal areas of the founder, such as organizing meetings
  • Maintain and organize team resources, including Google Drive and task management systems, ensuring smooth operations and completion.
  • Daily async communication with Founder to discuss all important points that need to be addressed - make sure to minimize communication after if not emergency


  • Client Responsibilities:
  • Be our clients' primary contact and ensure they are satisfied with our service and communication.
  • Reply immediately to all client communication and triage messages as needed with the team.
  • Hold regular check-ins with clients and share client feedback with appropriate teams to action.
  • Ensure High-Quality Control on Weekly Client Meetings & Reports.
  • Proactively introduce clients to our agency network if they require additional support in areas that we cannot help with.
  • Collect video and written testimonials from clients when appropriate.
  • On-board new clients seamlessly, providing support along the way.


Competencies

  • Leadership and Coaching Skills: Confidence in leading client conversations, finding solutions, and keeping relationships strong even when things get tough.
  • Extreme Ownership: You are fully accountable for your and your client's outcomes, even in less-than-ideal scenarios. Approach these situations always with the “What can I improve?” mindset. A growth mindset and leaving your ego behind are key.
  • Proactivity: Anticipating challenges, taking initiative, and staying ahead of deadlines for smooth ad account execution and success. You aim to exceed expectations.
  • Efficiency: You can produce significant output with minimal wasted effort and notice opportunities for improvement across Brick’s operations.
  • Follow through on commitments: You live up to verbal and written agreements to ensure clients' satisfaction and the team's success.
  • Growth: You’re a quick learner. You soak up new information and are hungry to learn.
  • Attention to detail: You don’t let important details slip through the cracks or derail a project. Your spelling and grammar are top-notch.
  • Persistence: You go the extra mile to get something done.
  • Organization: You can organize tasks and work for multiple clients at once. You prioritize work effectively.
  • Openness: You’re not afraid to speak up when you see an issue that needs to be corrected. You share thoughts and feelings openly with clients and the team.

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