Strategic Operations Manager

Job Overview
We are seeking an experienced and strategic Operations Manager to join our team. As the operational anchor of a high-performing Executive Partner team, you will be responsible for ensuring seamless client delivery and exceptional service standards.

Key Responsibilities

• Delivery Oversight & Client Success

• Own the end-to-end client lifecycle, from onboarding to ongoing relationship management, ensuring consistently exceptional service.

• Monitor Executive Partner (EP) performance and operational KPIs, proactively identifying gaps and implementing corrective action.

• Gather and analyze client feedback to anticipate needs, course-correct in real time, and drive continuous improvement.

• Serve as the voice of the client internally, ensuring alignment between expectations and delivery outcomes.

• Team Leadership, Training & Coaching

• Lead, mentor, and inspire a remote team of Executive Partners, driving both performance and engagement.

• Design and execute comprehensive onboarding programs, equipping new hires to deliver top-tier client support from day one.

• Shadow and audit EP workflows, providing actionable coaching, performance feedback, and accountability to raise the bar across the team.

• Manage conflict decisively and maintain a culture of high performance and continuous learning.

• Operational Systems & Process Optimization

• Build, refine, and manage internal SOPs, playbooks, and workflows that scale operations efficiently.

• Partner cross-functionally with Training, Partnerships, and leadership to streamline processes and strengthen operational alignment.

• Maintain dashboards, reporting tools, and automation to drive visibility, accountability, and data-informed decisions.

• Identify operational bottlenecks and implement solutions to increase speed, quality, and client satisfaction.

• Escalation Management & Strategic Problem Solving

• Act as the primary escalation point for client or operational issues, resolving challenges swiftly and professionally.

• Anticipate risks, manage expectations proactively, and safeguard client trust and operational integrity.

• Embed a culture of prevention over reaction, elevating the team's maturity and resilience under pressure.

Requirements

• Has 4+ years of experience in EA, Operations Manager, or Chief of Staff-type roles.

• Brings 1-2 years of experience mentoring or managing professionals in a team leadership capacity.

• Possesses proven stakeholder or client-facing communication experience.

• Is tech-fluent, comfortable with tools such as Google Workspace, Notion, Slack, Zapier, Hubspot, and Outlook.

• Demonstrates a work style characterized by high autonomy, being self-managed, and outcome-driven.

• Can align with MENA hours and is flexible for urgent needs.

• Communicates fluently, assertive, and proactive in English, both written and spoken.

• Is experienced in async, remote team environments.

• Thrives in change, chaos, and shifting priorities, showcasing operational agility.

• Excels in day-to-day oversight, tracking EP tasks, providing nudges when needed, and ensuring delivery.

• Knows how to level up underperformers through performance coaching.

• Is assertive across stakeholders and prioritizes an async-first approach to communication.

• Understands executive expectations and high standards, demonstrating client maturity.

• Builds systems rather than just putting out fires, indicating strategic operations thinking.

• Is proficient with tools like Notion, Slack, Trello, and Google Workspace.

• Has cross-timezone fluency and a strong documentation culture, essential for remote teaming.

Nice-to-Haves

• EA Coaching: Experience in EA coaching will be valuable as you'll mentor and support a growing Executive Partner (EP) team.

• Onboarding & Training: Skills in onboarding and training contribute to faster EP ramp-up and delivery.

• Process Improvement: Ability to drive process improvement supports scale and system building.

• Conflict Resolution: Experience in conflict resolution helps manage client escalations diplomatically.

• Agency/BPO Background: Familiarity with high-accountability delivery models from an agency or BPO background is beneficial.

• Bonus: You've worked as a tech-savvy EA and know what great service feels like.

What We Offer

We offer a dynamic and supportive work environment that allows you to grow and develop your skills. You will have the opportunity to make a meaningful impact on our clients' success while working collaboratively with a talented team.

How to Apply

To apply for this exciting opportunity, please submit your resume and cover letter. We look forward to reviewing your application

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