Operational Excellence Manager Position Available

This high-performing role combines strategic leadership with hands-on execution, ensuring seamless client delivery and exceptional service standards.

As the Operational Excellence Manager, you will be responsible for driving performance, scaling operations, and optimizing systems. You will shape operational strategy, establish growth-enabled processes, and lead a team to exceed expectations.

This is a high-visibility role with a clear path to Head of Operations.

• Client Delivery & Success
• Oversight of 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.
• 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.
• 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 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.

• 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.
• Strength in day-to-day oversight, tracking tasks, providing nudges, and ensuring delivery.
• 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.
• Proficient with Notion, Slack, Trello, and Google Workspace.
• Cross-timezone fluency and strong documentation culture for remote work.

• EA coaching experience to mentor and support a growing Executive Partner team.
• Onboarding & training experience to accelerate EP ramp-up.
• Process improvement skills to support scale and system building.
• Conflict resolution experience to manage client escalations diplomatically.
• Agency/BPO background with high-accountability delivery models is beneficial.
• Bonus: experience as a tech-savvy EA with a strong service mindset.

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

Positive employee experiences, 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.