Strategic Operations Leader

This high-profile role combines visionary leadership with hands-on execution, optimizing systems, driving performance, and scaling operations as the operational anchor of an elite team.

The Strategic Operations Leader will shape operational strategy, establish growth-enabled processes, and lead the team to exceed expectations. This is a clear path to Executive Leadership with opportunities for growth and development within a dynamic organization.

Main Responsibilities:

• Delivery Oversight & Client Success
• Own the end-to-end client lifecycle from onboarding to ongoing relationship management, ensuring consistently exceptional service.
• Monitor team 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, 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.

Requirements:

• 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.
• Can align with flexible schedules and 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.

Nice-to-Haves:

• EA coaching experience to mentor and support a growing team.
• Onboarding & training experience to accelerate ramp-up.
• Process improvement skills to support scale and system building.
• Conflict resolution experience to manage 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 focus on positive employee experiences, with 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.
• Powering global startups: helping startups focus on growth.