
Strategic Operations Manager for Global Partnerships
7 days ago
We are seeking a seasoned Strategic Operations Manager to join our team of global partners. As the key point of contact, you will be responsible for delivering exceptional service and ensuring seamless client relationships.
Key Responsibilities:- Client Management:
- Own the end-to-end client lifecycle, from onboarding to ongoing relationship management, ensuring consistently exceptional service.
- Monitor 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:
- Lead, mentor, and inspire a remote team of professionals, driving performance and engagement.
- Design and execute onboarding programs, equipping new hires to deliver top-tier client support from day one.
- Shadow and audit workflows, providing 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 stakeholders to streamline processes and strengthen operational alignment.
- Maintain dashboards, reporting tools, and automation (e.g., Notion, Slack, Google Workspace, Zapier) 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.
- 4+ years of experience in EA, Operations Manager, or Chief of Staff-type roles.
- 1-2 years of experience mentoring or managing professionals in a team leadership capacity.
- Proven stakeholder or client-facing communication experience.
- Tech-fluent with Google Workspace, Notion, Slack, Zapier, Hubspot, and Outlook.
- Autonomous, self-managed, and outcome-driven work style.
- Flexible for urgent needs.
- Fluent English communication (written and spoken).
- Experience in async, remote team environments.
- Comfort with change, ambiguity, and shifting priorities; operational agility.
- Ability to level up underperformers through coaching.
- Assertive across stakeholders with an async-first communication approach.
- Understands executive expectations and high standards; demonstrates client maturity.
- Builds systems to drive scalable operations, not just firefighting.
By joining our team, you can expect a positive employee experience, with opportunities for growth and career development. Our focus is on empowering employees to achieve their best while making a meaningful impact.
- Meaningful work: delivering excellent client experiences.
- Career and welfare support.
- Global reach & local impact: working with global clients.
- Opportunities for growth and professional development.
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