Director of Operations

As our Director of Operational Excellence, you will be responsible for creating and improving the systems that allow our company to grow efficiently. You'll work directly with our CEO and leadership team to:

- Build scalable processes across all departments
- Improve customer experience from sign-up through ongoing service
- Streamline team workflows and communication
- Implement and manage our CRM and project management systems
- Create standard operating procedures (SOPs) that ensure consistent quality
- Develop reporting systems to track key business metrics
- Coordinate our marketing content creation and distribution

## Key Responsibilities

### Daily Operations
- Lead team coordination meetings to ensure everyone is aligned on priorities
- Manage projects using Microsoft Planner
- Monitor key business metrics and provide regular reports
- Ensure customer support and onboarding processes run smoothly
- Coordinate with marketing team on content production and distribution
- Maintain and improve our CRM system (Groundhogg)

### Process Improvement
- Identify bottlenecks and implement solutions
- Create and document standard operating procedures
- Build automations that increase team productivity
- Design customer onboarding and training systems
- Develop quality control processes for all services

### Team Coordination
- Work with our marketing team on content creation and distribution
- Coordinate with designers on visual assets
- Work with developers on website and software improvements
- Manage client communication systems
- Ensure smooth information flow between all teaUpgrade to see actual infombers

### Agency Services
- Develop workflows for our web development and marketing services
- Create project templates for consistent client delivery
- Implement quality control systems for agency services
- Build client reporting systems
- Develop scoping and pricing frameworks

## Required Skills and Experience

- 3+ years experience in operations management
- Strong project management skills
- Experience with CRM systems and marketing automation
- Excellent written and verbal English communication
- Strong organizational and process-development abilities
- Background in marketing or SaaS operations preferred
- Experience managing remote teams
- Proficiency with Microsoft 365 (Teams, Planner, etc.)
- Detail-oriented with excellent follow-through
- Problem-solving mindset

## Preferred Skills
- Experience with WordPress
- Knowledge of social media marketing
- Understanding of SEO principles
- Background in customer success management
- Experience with marketing automation
- Familiarity with project management methodologies
- Training or teaching experience

## What Success Looks Like

In your first 30 days:
- Learn our systems and processes
- Create dashboards for tracking key metrics
- Implement at least one automation that increases productivity

In your first 90 days:
- Reduce client onboarding time by 25%
- Improve our CRM workflow for better lead conversion
- Create a library of SOPs for critical business functions

In your first 6 months:
- Enable a significant increase in our operational capacity
- Implement systems that maintain high client satisfaction as we grow
- Build a scalable content production system

Read on to the full job description if that sounds like you

### Agency Services Management
- Develop scalable processes for delivering high-quality agency services including web development and social media marketing
- Create standardized workflows that ensure consistent client experiences across both SaaS and agency service lines
- Implement project management systems that optimize resource allocation for agency service delivery
- Design quality control measures that maintain our high standards as we scale our service offerings
- Build reporting systems that provide clients with clear visibility into their marketing performance
- Develop efficient handoff processes between sales, service delivery, and ongoing client management
- Create frameworks for scoping and pricing agency services to ensure profitability while delivering exceptional value## Our Team Structure

As Director of Operational Excellence, you'll be working with our lean, high-impact team structured to maximize efficiency while delivering exceptional results:

### Your Direct Collaborators
- **Marketing Team:** Talented specialists who own all aspects of our marketing ecosystem including video production, podcast management, social media, and content distribution
- **Design Team:** Creates visual assets for marketing, product interfaces, and client materials
- **WordPress Development:** Manages our web presence and implements technical aspects of our content strategy
- **Software Engineering:** Develops and maintains our proprietary tools and integrations

### Extended Resources
- **Data Science Engineers:** Accessed through Rob's other ventures, these specialists support our data analytics and large-scale data management needs
- **Leadership Team:** Direct access to our Co-Founders and CEO with their combined 60+ years of experience

### Our Operational Philosophy

We operate as a small business with big capabilities. Our approach combines the agility and personal touch of a boutique agency with the technical power and sophistication of a much larger organization. We strategically leverage:

- **Automation:** We implement automations where they enhance efficiency without compromising quality or the human element
- **AI Integration:** We utilize AI tools to augment our team's capabilities while ensuring human oversight for critical decisions
- **Personal Connection:** We maintain direct human interaction for customer-facing touchpoints, like handling support chats without bots
- **Cross-functional Collaboration:** TeaUpgrade to see actual infombers frequently collaborate across disciplines, with everyone contributing to our overall success
- **Resource Optimization:** We carefully balance our internal team with specialized external resources to maintain flexibility while controlling costs

Your role will be central to optimizing this structure—identifying opportunities to improve workflows, enhance collaboration, and scale our operational capacity without sacrificing the quality and personal approach that sets us apart in the market.## Our Technology Stack

As Director of Operational Excellence, you'll be working with and optimizing our carefully selected technology stack. Familiarity with these or similar tools is beneficial, though we provide training for the right candidate:

### Core Business Systems
- **CRM & Marketing Automation:** Upgrade to see actual info - Our central hub for contact management, sales pipelines, and marketing automation
- **Project Management:** Microsoft Planner - Used for task assignment, progress tracking, and team coordination
- **Team Communication:** Microsoft Teams - Our primary platform for internal communication and collaboration
- **Document Management:** Microsoft 365 Suite including OneDrive - For document creation, storage, and sharing

### Content & Marketing Tools
- **Video Production:** StreamYard - For recording our Simply Be Found Huddle podcast and video content
- **Video Editing:** Descript - For transcription and initial content editing
- **Short-Form Content:** OpusPro - For creating and optimizing short-form video content
- **Content Management:** WordPress - For our website and blog content management
- **SEO Optimization:** RankMath - For optimizing our content for search engines
- **Social Media Management:** Social Media Suite (our proprietary tool) - For scheduling and managing social content

### Client-Facing Products
- **Listings Engine:** Our proprietary platform for managing business listings across 800+ networks
- **Google Business Profile Boost:** Our tool for optimizing and automating Google Business Profile management
- **Social Media Suite:** Our platform for social media scheduling and content management

You'll be working extensively with these tools, both as an administrator and as a process architect designing workflows that leverage their capabilities. You'll also have the opportunity to evaluate and recommend additional tools that can enhance our operational efficiency as we scale.## What Success Looks Like

Within your first 30 days, you'll have:
- Completed a comprehensive operational audit identifying key scaling opportunities
- Created dashboards for tracking critical business metrics
- Implemented at least one automation that increases team productivity
- Developed a 90-day roadmap for operational improvements

Within 90 days, you'll have:
- Reduced client onboarding time by at least 25%
- Implemented a scalable CRM workflow that improves lead conversion rates
- Created a library of SOPs for critical business functions
- Developed a client success path that improves retention and satisfaction
- Built at least three automation systems that increase our operational capacity

Within 6 months, you'll have:
- Enabled a 2x increase in our operational capacity without proportional team growth
- Implemented systems that maintain or improve our client satisfaction scores as we scale
- Created a scalable content production system that doubles our output
- Built a data-driven sales process that creates predictable revenue growth
- Developed a comprehensive operational playbook that enables continued scaling# Director of Operational Excellence: Scale Our SaaS & Transform Client Results

**Location:** Remote (Philippines)
**Employment Type:** Full-time
**Reports To:** Rob Downey (CEO/Co-Founder)

## The Impact You'll Make

As Operations Manager at Simply Be Found, you'll be the driving force that enables us to scale from hundreds to thousands of clients while maintaining our exceptional service standards. You'll directly impact our ability to help businesses of all sizes dramatically improve their online visibility and customer acquisition. This isn't just an operations role—it's a key leadership position that will help shape the future of our company and deliver transformative results for our clients.

## About Simply Be Found

At Simply Be Found, we're revolutionizing how businesses approach marketing. Our mission is to empower entrepreneurs, marketing agencies, and enterprises with powerful, affordable, and user-friendly tools that increase online visibility and drive real business results. We provide a comprehensive marketing ecosystem that helps businesses be found across 800+ networks, including Google Business Profile, voice search platforms, social media, and more.

Beyond our SaaS offerings, we provide full-service agency solutions including web development, social media marketing, SEO, content creation, and comprehensive marketing strategy. This dual approach—powerful self-service tools combined with high-touch agency services—allows us to meet clients wherever they are in their marketing journey, from DIY users to those seeking complete done-for-you solutions.

While we operate with the agility and innovation of a startup, we're an established company with 5 years of success and backed by a parent company with 17 years in the industry. This unique combination gives us the stability of an established business with the dynamic, fast-paced environment of a growth-focused startup. We move quickly, adapt to market changes, and continuously innovate, all while leveraging our years of industry experience and proven systems.

Our leadership team brings extraordinary depth of expertise to the table. Our Co-Founders and CEO collectively have over 60 years of experience in business development, marketing, software development, and business operations—with each leader contributing more than 30 years in their respective fields. This wealth of knowledge provides a solid foundation for our growth while ensuring we remain at the cutting edge of marketing technology.

Founded by marketing veterans with 30+ years of experience, we practice what we preach through our "tree method" of marketing: strong roots (listings/citations), a solid trunk (website), and thriving branches (content/social media). Our diverse client base includes single-location small businesses, marketing agencies, multi-location enterprises, and franchises who trust us to boost their digital presence without requiring technical expertise.

## Role Overview

As our Operations Manager, you'll be the operational cornerstone that enables our next phase of growth. This isn't about maintaining the status quo—it's about implementing scalable systems that will help us 10x our client base while improving our service delivery. You'll work directly with our founder, Rob, taking ownership of key business functions that free him to focus on strategic growth initiatives.

You'll own critical metrics including customer onboarding success rate, client retention, team productivity, and operational efficiency. You'll be responsible for developing and implementing the systems, processes, and workflows that enable our small team to deliver exceptional results for a rapidly growing client base. Your success will be measured by how effectively you help us scale while maintaining our high standards of quality and client satisfaction.

## Key Responsibilities

### Scale Enablement & Systems Development
- Design and implement scalable processes that allow us to grow from hundreds to thousands of clients
- Create and document SOPs that ensure consistent quality across all client touchpoints
- Identify automation opportunities and implement solutions that increase team productivity
- Develop metrics dashboards that provide real-time visibility into business performance
- Oversee project management systems that ensure on-time delivery and clear accountability
- Build and maintain the operational infrastructure that enables our growth trajectory

### Team & Project Management
- Coordinate daily stand-up meetings to ensure team alignment and project progress
- Manage project timelines and deliverables using Microsoft Planner
- Oversee team workflows, ensuring the right tasks are assigned to the right teaUpgrade to see actual infombers
- Create and maintain comprehensive SOPs (Standard Operating Procedures)
- Identify bottlenecks and implement solutions to improve operational efficiency
- Generate daily performance reports that track key metrics across all business functions

### Content & Marketing Coordination
- Develop a content engine that consistently produces high-value assets that drive client acquisition
- Create a content calendar that aligns with our sales and customer success objectives
- Oversee our content ecosystem including blogs, videos, podcasts, and social media
- Implement a blogging strategy that positions us as the definitive authority in our space
- Ensure content is properly optimized for search and conversion
- Coordinate with our design team to create visually compelling materials
- Track content performance metrics and optimize based on data, not opinion

### Sales Development & CRM Management
- Build a scalable sales process that creates predictable revenue growth
- Implement a CRM system (Groundhog) that enables data-driven decision making
- Develop nurturing sequences that convert leads into clients with minimal manual intervention
- Create a sales dashboard that gives real-time visibility into pipeline health
- Design workflows that ensure no lead falls through the cracks
- Implement systems that increase conversion rates at each stage of the funnel
- Coordinate with marketing to ensure perfect alignment between lead generation and sales processes

### Customer Success & Training
- Build and implement a world-class customer onboarding experience that drives activation and retention
- Create a "Success Path" that guides clients to their first win within days, not weeks
- Develop training materials and resources that transform technical features into client outcomes
- Implement proactive customer success check-ins and milestone celebrations
- Create a playbook for identifying at-risk clients and turning them into advocates
- Develop and maintain a knowledge base that scales our support capacity
- Implement systems to gather actionable client feedback that drives product improvements

### Product & Technology Oversight
- Collaborate with our development team on product improvements
- Ensure our listings engine, social media suite, and Google Business Profile Boost tools are running optimally
- Help implement and maintain automation systems that improve efficiency
- Coordinate between technical and non-technical teaUpgrade to see actual infombers

### Sales & Growth Initiatives
- Support lead generation efforts through process optimization
- Help implement and maintain our CRM system (Groundhog)
- Coordinate email marketing campaigns and outreach efforts
- Track conversion metrics and identify opportunities for improvement

## Your Typical Day

- Start your day by reviewing key performance metrics from the previous day
- Lead the daily stand-up meeting to align the team on priorities and remove obstacles
- Coordinate with our content team to ensure videos, blogs, and social media posts are properly prepared and scheduled
- Check in with the design team on thumbnail creation and other visual assets
- Ensure podcast recordings are properly processed, published, and promoted
- Review customer support inquiries and coordinate responses with the founders
- Implement process improvements based on team feedback and performance data
- Prepare end-of-day reports highlighting accomplishments, challenges, and priorities

## A Week in the Life

*Note: The following is a sample of what a typical week might look like, but we're a dynamic company where priorities can shift quickly. Your actual schedule will vary based on company needs, ongoing projects, and emerging opportunities. We value flexibility and adaptability in our teaUpgrade to see actual infombers as we respond to client needs and market developments.*

### Monday
- Begin the week with a comprehensive review of the weekly content calendar
- Coordinate with the team on Simply Be Found Huddle podcast preparations for Tuesday/Thursday recordings
- Review the previous week's marketing performance metrics and prepare summary reports
- Align with Rob on weekly priorities and any shifts in strategy
- Ensure all teaUpgrade to see actual infombers are clear on their deliverables for the week
- Set up any new project boards in Microsoft Planner for the week's initiatives

### Tuesday
- Oversee the Simply Be Found Huddle podcast recording
- Coordinate with the content team to process the podcast into multiple formats (video, audio, blog)
- Review and approve thumbnails and graphics from the design team
- Check that all scheduled content is properly posting across platforms
- Manage any urgent customer support escalations
- Ensure the media kit for podcast guests is prepared and delivered

### Wednesday
- Focus on process improvements and documentation updates
- Conduct mid-week check-ins with teaUpgrade to see actual infombers to remove any blockers
- Review Google Business Profile Boost performance for clients
- Create and review blog content for SEO and client education
- Develop or refine client training materials and resources
- Coordinate with the marketing team on social media content performance
- Oversee the creation of short-form video content from long-form assets
- Manage email marketing campaign preparations
- Check CRM for sales opportunities and lead follow-ups

### Thursday
- Oversee the second Simply Be Found Huddle podcast recording of the week
- Coordinate content distribution and promotion strategies
- Review website performance metrics and conversion data
- Check in with the development team on any product updates or issues
- Ensure all client deliverables are on track and meeting quality standards
- Lead a brief team alignment meeting to review progress on weekly goals

### Friday
- Prepare end-of-week performance reports for review with leadership
- Ensure all podcast episodes and content are scheduled for the following week
- Review CRM data and sales pipeline, preparing forecasts and identifying follow-up opportunities
- Conduct client success check-ins and gather feedback on their experience
- Coordinate with the team to resolve any outstanding issues before the weekend
- Review and approve the content calendar for the upcoming week
- Conduct a retrospective on the week's achievements and challenges
- Plan customer training sessions or webinars for the upcoming weeks
- Set preliminary priorities for the following week

## Who You Are (Not Just What You've Done)

You're a **systems builder** who creates scalable processes that enable growth while maintaining quality.

You're a **productivity multiplier** who helps teams achieve more with the same resources.

You're a **client champion** who understands that operational excellence translates directly to client success.

You're a **data-driven decision maker** who relies on metrics rather than opinions.

You're a **growth catalyst** who is energized by the challenge of helping a company scale.

You're a **problem anticipator** who addresses issues before they become crises.

You're a **communication connector** who ensures information flows seamlessly across the organization.

## Qualifications & Skills

### Required
years experience in operations management, preferably in a marketing agency or SaaS environment
- Experience with CRM management and sales process optimization
- Content creation skills, particularly blog writing and training material development
- Strong background in customer success or customer service management
- Exceptional organizational skills with the ability to manage multiple projects simultaneously
- Strong leadership qualities with experience managing remote teams
- Proficiency with Microsoft 365 suite, especially Teams and Planner
- Experience with content management and social media scheduling tools
- Strong written and verbal communication skills in English
- Self-motivated with the ability to work independently in a remote environment
- Detail-oriented with a commitment to quality and accuracy
- Problem-solving mindset with the ability to anticipate issues before they arise

### Preferred
- Experience with marketing automation tools (Social Media Suite, Groundhog, etc.)
- Familiarity with video production workflows and podcast publishing
- Understanding of SEO principles and content optimization
- Experience with WordPress and blog management
- Background in digital marketing or small business services
- Experience with CRM systems and email marketing platforms
- Training or teaching experience, particularly in software or marketing contexts
- Experience developing customer success programs or customer education initiatives

## Personal Attributes
- **Startup mindset:** You thrive in a fast-paced environment and can wear multiple hats while maintaining focus on priorities
- **Proactive mindset:** You don't wait for problems to arise—you anticipate needs and address them in advance
- **Adaptability:** You embrace change and can pivot quickly as company needs evolve
- **Customer-focused:** You understand that everything we do is ultimately about helping our clients succeed, whether they're small businesses, marketing agencies, or enterprise organizations
- **Growth-oriented:** You're constantly looking for ways to improve processes and scale operations
- **Collaborative spirit:** You enjoy working across teams to coordinate efforts and achieve common goals
- **Enthusiasm for technology:** You embrace new tools and platforms that can improve efficiency

## What We Offer

- The opportunity to shape the operational foundation of a scaling SaaS company
- Direct mentorship from founders with a combined 60+ years of experience in business development, marketing, software development, and operations
- The chance to see your impact directly in company growth metrics and client success stories
- A role that combines the excitement and innovation of a startup with the stability of an established business
- Professional development and growth opportunities as the company scales
- Competitive compensation aligned with your contribution to our growth
- Flexible remote work environment that focuses on results, not hours
- The satisfaction of helping businesses of all sizes achieve significant growth through better visibility

## Application Process
1. Submit your resume and cover letter to Upgrade to see actual info
2. In your cover letter, please address:
- An example of how you've improved operational efficiency in a previous role
- Why you're passionate about helping businesses of all sizes succeed in their marketing efforts
- Your experience managing remote teams or working in a remote environment
3. Selected candidates will be invited for an initial interview
4. Final candidates will complete a practical assessment related to the role
5. Reference checks and final interview with founders

Simply Be Found is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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**Ready to help us revolutionize marketing for businesses of all sizes? Apply today**

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