Strategic Operations Manager

About Us
We are a leading provider of remote talent management solutions. Our team works with high-growth startups and dynamic companies to deliver exceptional service.

About the Role
This is an exciting opportunity for a strategic Operations Manager to join our team. You will be responsible for ensuring seamless client delivery and exceptional service standards.

Key Responsibilities

• 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.
• Lead, mentor, and inspire a remote team of Operations Managers, 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 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.
• 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 (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.
• 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.

What We're Looking For

• 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.
• 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 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.

What We Offer

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people's career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.