Operational Excellence Manager

This is a high-visibility role with a clear path to Head of Operations. As the Operational Excellence Manager, you will be responsible for ensuring seamless client delivery and exceptional service standards.

The ideal candidate will have 4+ years of experience in EA, Operations Manager, or Chief of Staff-type roles. They should also have 1-2 years of experience mentoring or managing professionals in a team leadership capacity.

In this role, you will be the operational anchor of a high-performing Executive Partner team, combining strategic leadership with hands-on execution. You will optimize systems, drive performance, and scale operations, reporting directly to the CEO.

Your primary responsibilities will include:

• Delivery Oversight & Client Success
• Owning the end-to-end client lifecycle, from onboarding to ongoing relationship management
• Monitoring Executive Partner (EP) performance and operational KPIs, identifying gaps and implementing corrective action
• Gathering and analyzing client feedback to anticipate needs and drive continuous improvement
• Serving as the voice of the client internally, ensuring alignment between expectations and delivery outcomes
• Team Leadership, Training & Coaching
• Leading, mentoring, and inspiring a remote team of Executive Partners, driving performance and engagement
• Designing and executing onboarding programs to equip new hires for success
• Shadowing and auditing EP workflows, providing coaching, performance feedback, and accountability
• Managing conflict decisively and maintaining a culture of high performance and continuous learning
• Operational Systems & Process Optimization
• Building, refining, and managing internal SOPs, playbooks, and workflows that scale operations efficiently
• Partnering cross-functionally to streamline processes and strengthen operational alignment
• Maintaining dashboards, reporting tools, and automation to drive visibility and data-informed decisions
• Identifying operational bottlenecks and implementing solutions to increase speed, quality, and client satisfaction
• Escalation Management & Strategic Problem Solving
• Acting as the primary escalation point for client or operational issues, resolving challenges swiftly and professionally
• Anticipating risks, managing expectations proactively, and safeguarding client trust and operational integrity
• Embedding a culture of prevention over reaction, elevating the team's maturity and resilience under pressure

Key skills and qualifications required for this role include:

• Technical fluency with Google Workspace, Notion, Slack, Zapier, Hubspot, and Outlook
• Autonomous work style, self-managed, and outcome-driven
• Alignment with MENA hours and flexibility for urgent needs
• Fluent English communication (written and spoken)
• Experience in async, remote team environments
• Comfort with change, ambiguity, and shifting priorities; operational agility
• Strength in day-to-day oversight, tracking EP tasks, and ensuring delivery
• Ability to level up underperformers through coaching
• Assertive across stakeholders with an async-first communication approach
• Understanding executive expectations and high standards; demonstrates client maturity
• Building systems to drive scalable operations, not just firefighting

Bonus qualifications include experience as a tech-savvy EA with a strong service mindset and agency/BPO background with high-accountability delivery models.

We use AI tools to enhance hiring efficiency. Candidates who pass initial evaluations can expect an AI Interviewer as part of our recruitment process, supervised by Human Talent Acquisition Experts who will guide them throughout their application journey.

Penbrothers focuses on positive employee experiences, with a learning-friendly environment and opportunities for growth. You'll impact fast-growing startups and dynamic companies from home.

• Meaningful work & growth: delivering excellent client experiences
• Employees are our biggest asset: career and welfare support
• Global reach & local impact: work with global startups from home
• Powering global startups: helping startups focus on growth