Digital Operations Specialist

Job Title:

Digital Operations Specialist

• Drive seamless client delivery and exceptional service standards.
• Combine strategic leadership with hands-on execution, optimizing systems, driving performance, and scaling operations.

About the Role

As a Digital Operations Specialist, you will be the operational anchor of a high-performing team, ensuring consistent excellence in client service. This role requires strategic leadership and hands-on execution to optimize systems, drive performance, and scale operations efficiently.

Key Responsibilities

1. Delivery Oversight & Client Success

   • Own the end-to-end client lifecycle, from onboarding to ongoing relationship management, ensuring consistently exceptional service.
   • Monitor key performance indicators (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.

2. Team Leadership, Training & Coaching

   • Lead, mentor, and inspire a remote team, 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.

3. Operational Systems & Process Optimization

   • Build, refine, and manage internal SOPs, playbooks, and workflows that scale operations efficiently.
   • Partner cross-functionally to streamline processes and strengthen operational alignment.

4. 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.

Requirements

Essential Skills & Qualifications

• 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.

Nice-to-Haves

• EA coaching experience to mentor and support a growing team.
• Onboarding & training experience to accelerate ramp-up.

We're Looking for Someone Who

Is autonomous, self-managed, and outcome-driven in their work style.

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

Has fluent English communication skills (written and spoken).

Has experience working in async, remote team environments.

Has comfort with change, ambiguity, and shifting priorities; operational agility.

Has strength in day-to-day oversight, tracking tasks, providing nudges, and ensuring delivery.

Has the ability to level up underperformers through coaching.

Is 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.

Proficient with Notion, Slack, Trello, and Google Workspace.

Cross-timezone fluency and strong documentation culture for remote work.

Experienced with conflict resolution to manage client escalations diplomatically.

Able to embed a culture of prevention over reaction, elevating the team's maturity and resilience under pressure.