[Hiring] Operations Manager @Remote Choice

Role Description

Our client is an established, growing digital marketing agency with a team of approximately 20 professionals operating internationally. The agency delivers services across SEO, paid media, conversion rate optimisation (CRO), content and analytics. They are seeking a hands-on Operations Manager to improve operational efficiency, strengthen accountability across the business and free up senior leadership to focus on strategic priorities. This is a highly practical role requiring someone who can connect people, projects, resources and commercial administration to ensure the business operates effectively.

The successful candidate will be expected to:

• Identify operational challenges early.
• Make sound decisions within agreed parameters.
• Take ownership of issues through to resolution.
• Continuously improve processes to prevent recurring problems.

Qualifications

• Relevant Operational Experience
• Ownership & Problem-Solving

Requirements

• Previous responsibility for operations within a small or medium-sized agency, professional services organisation or comparable service-based business.
• Strong understanding of resource planning, project delivery, client deadlines and operational efficiency.
• Commercial awareness of how employee time, project scope and resource allocation affect business profitability.
• Experience identifying and resolving operational inefficiencies.
• Demonstrable experience personally identifying and resolving recurring operational problems.
• Confidence making practical decisions when information is incomplete.

Key Responsibilities

• Resource Planning, Capacity & Project Delivery
  • Maintain accurate and reliable information relating to project delivery, team capacity and resource availability.
  • Reconcile contracted client hours, planned workloads, actual time recorded, employee leave and remaining project requirements.
  • Monitor all stages of work, including work in progress, reviews, blocked tasks and additional work required to correct or complete deliverables.
  • Assess available team capacity based on skills, availability and project timelines.
  • Maintain consistent reporting periods, assumptions, and reliable sources of operational information.
  • Identify resource constraints, workload imbalances, project overruns and potential delivery risks.
  • Ensure issues are translated into clear decisions and actions, with assigned owners and deadlines.
• Operational Accountability & Follow-Through
  • Ensure actions arising from meetings, internal communications and business discussions are accurately recorded in agreed systems.
  • Assign clear ownership, deadlines, and evidence of completion to operational actions.
  • Monitor outstanding tasks and ensure commitments are delivered.
  • Resolve routine operational blockers and coordinate dependencies between teams.
  • Escalate significant issues proactively, presenting practical options and recommended solutions.
  • Establish a culture of accountability, consistency and effective follow-through.
• Commercial Administration, Scope & Billing Readiness
  • Maintain effective operational processes from initial client agreement through project delivery, scope changes and completion.
  • Ensure accurate records of contracting entities, approved project scope, commencement dates, milestones, purchase orders and billing restrictions.
  • Monitor changes to agreed project scope and ensure appropriate approval processes are followed.
  • Work closely with account owners and Finance to resolve commercial or administrative exceptions.
  • Ensure operational delivery and invoicing information remain aligned.
  • Support timely and accurate handovers to Finance without assuming responsibility for accounting, invoice approval, or payment authority.
• Client Onboarding & Project Launch Readiness
  • Coordinate operational onboarding requirements for new clients and projects.
  • Ensure project briefs, resource allocation, internal handovers, system access, and necessary approvals are completed before work begins.
  • Maintain structured onboarding and project launch checklists.
  • Identify incomplete or unapproved launch requirements and ensure they are addressed.
  • Coordinate the management of operational incidents and launch-related issues.
  • Ensure appropriate technical specialists provide required approvals and supporting evidence for the approved version before launch.
• Internal Systems, Processes & Administration
  • Maintain consistent workflow standards and operational procedures across the business.
  • Ensure ownership of operational data and responsibilities is clearly defined.
  • Keep essential process documentation accurate and up to date.
  • Coordinate employee onboarding and offboarding requirements with authorised stakeholders.
  • Support the management of business assets, system access requests, renewals and administrative requirements.
  • Ensure agreed internal controls are followed, and appropriate supporting records are maintained.
  • Establish effective handover arrangements and cover for recurring operational responsibilities.
• Continuous Improvement & Operational Efficiency
  • Identify and eliminate unnecessary administrative processes, duplicated reporting and avoidable meetings.
  • Evaluate operational improvements based on potential benefit, implementation effort and associated risk.
  • Introduce practical changes that improve productivity, accuracy and consistency.
  • Ensure new processes are adopted by relevant teams.
  • Monitor and measure the effectiveness of implemented improvements.
  • Demonstrate tangible reductions in manual work, operational errors and unnecessary management involvement.
• AI, Automation & Technology
  • A key component of this position is the ability to use technology, AI and automation to improve operational efficiency.
  • The successful candidate must be comfortable personally configuring and implementing straightforward, low-risk workflow improvements using existing business systems, AI tools and low-code automation platforms.
  • Responsibilities will include:
    • Defining automation requirements and clear acceptance criteria.
    • Testing automated processes before implementation.
    • Supporting adoption across relevant teams.
    • Monitoring performance and maintaining implemented workflows.
    • Ensuring approved systems and appropriate data access are used.
    • Maintaining separation of confidential client information.
    • Protecting human-edited information and managing duplicate or missing data.
    • Establishing appropriate activity logs, failure notifications, and manual backup procedures.
    • Using reliable, rules-based calculations and retaining human approval for sensitive or commercially significant decisions.
    • Measuring actual time savings after allowing for checking and maintenance, alongside accuracy and employee adoption.

Decision-Making Authority & Working Relationships

• The Operations Manager will be empowered to make routine operational decisions within agreed priorities, budgets and approval limits.
• This will include:
  • Requiring complete project plans and operational information.
  • Returning incomplete briefs for correction.
  • Enforcing agreed workflow standards.
  • Coordinating routine resource adjustments.
  • Identifying work that is not ready for launch and obtaining the necessary approvals.
  • Escalating material issues relating to project scope, expenditure, capacity and commercial decisions with clear recommendations.
• The position will work closely with:
  • Account Managers: Day-to-day account coordination and client communication.
  • Account Directors: Strategy and specialist delivery quality.
  • Client Partners: Client commercial outcomes, retention, growth and scope decisions.
  • Finance: Accounting, invoicing and payment authority.
  • Senior Leadership: Business strategy, people management and significant commercial decisions.
• The Operations Manager will ensure effective coordination between these functions, maintain clear handovers and drive operational issues through to resolution.