About This Role
This leadership role in a growing marketing agency oversees daily operations, ensuring projects are delivered on time and within scope. The Operations Manager manages client relationships, leads a virtual team, and drives operational efficiency and profitability. It suits someone who thrives on structure, accountability, team leadership, and delivering exceptional client outcomes.
Responsibilities
- Oversee daily agency operations and ensure all client deliverables are completed on time
- Monitor workflows, project priorities, deadlines, and team capacity
- Ensure work is delivered according to agreed scope, quality standards, and timelines
- Identify operational bottlenecks and implement proactive solutions
- Manage agency resources to maximise productivity and efficiency
- Act as the primary escalation point for client concerns and delivery issues
- Build and maintain strong relationships with key clients
- Lead client meetings, reviews, and performance discussions
- Manage expectations around timelines, deliverables, and project scope
- Identify opportunities to improve client retention and satisfaction
- Lead and manage a virtual team across marketing, design, content, and support functions
- Set clear expectations, priorities, and performance standards
- Conduct regular team meetings, coaching sessions, and performance reviews
- Hold team members accountable for deadlines, quality, and outcomes
- Support recruitment, onboarding, and ongoing development of team members
- Ensure all projects are properly scoped, planned, tracked, and delivered
- Maintain oversight of project management systems and team compliance
- Improve task management, communication, and operational processes
- Ensure work is prioritised according to business objectives and client commitments
- Monitor project profitability and resource utilisation
- Review client accounts to ensure projects remain commercially viable
- Assist with forecasting, capacity planning, and operational reporting
- Support pricing, scope management, and resource allocation decisions
- Identify opportunities to improve efficiency and profit margins
- Develop and improve operational systems, workflows, and documentation
- Create and maintain Standard Operating Procedures (SOPs)
- Implement tools and processes that improve visibility, accountability, and efficiency
- Drive a culture of continuous improvement across the business
- Track key operational metrics across delivery, team performance, client satisfaction, and profitability
