Lead - Operations

Job Description About Optimite Optimite is the Email Ops-as-a-Service partner for high-growth eCommerce brands and agencies. We fully manage email strategy, copy, design, development, QA, and reporting - so our clients can step out of the inbox and scale faster. Trusted by over 500 teams globally, we deliver fast, conversion-focused email systems built on Figma and executed in 48 hours or less. Team With a mission to become the World's No. 1 Email Marketing Agency, we're scaling at hyper-growth. Our founders, Nishant and Sushant Yadav, launched Optimite in 2019 and have since partnered with the largest Shopify brands and digital agencies across the US and Europe. About The Role As the Lead Operations for the Email Design & Development team, you'll ensure operational excellence across designers, developers, and account managers. You'll be responsible for process building, workload management, QA, reporting, and cross-functional alignment, ensuring projects move smoothly from brief to delivery without bottlenecks. You'll Focus On: - Operational Support & Process Building (40%) - Cross-Functional Coordination (25%) - Reporting & QA (20%) - Leadership & Training Enablement (15%). What will you do Operational Support & Process Building (40%) - Follow up with AMs on task closures and deliverables to maintain accountability. - Monitor workload distribution across designers and developers to prevent overloads. - Maintain and update SOPs/workflows, ensuring 90%+ adoption across the team. - Escalate and resolve bottlenecks within 24 hours to minimize client delays. Metrics You'll Own: - Operational SLA Adherence: 90% AM follow-ups completed on time. - Overload Cases: 10% of team capacity exceeded. - SOP Updates: 2 per quarter. - Escalation Turnaround: 24 hrs. Cross-Functional Coordination (25%) - Partner with design and strategy teams to close joint projects on time. - Share operational updates with stakeholders in a structured, timely manner. - Support Founders and senior leadership with operational requests within 48 hours. - Facilitate knowledge sharing and alignment across Email Marketing and D&D. Metrics You'll Own: - Task Completion Rate: 90% cross-functional projects closed on time. - Communication SLA: 95% updates shared before deadlines. - Founder Query SLA: 48 hrs per request. - Cross-Team Syncs: 1 per month. Reporting & QA (20%) - Build accurate performance reports for the Email D&D team. - QA-check all reports before submission, maintaining 2% error rate. - Establish centralized dashboards for tracking AM deliverables and reporting status. - Suggest at least one process improvement per month based on reporting trends. Metrics You'll Own: - Report Accuracy: 95%. - QA Coverage: 100% reports verified. - Error Rate: 2%. - Process Improvement Suggestions: 1/month. Leadership & Training Enablement (15%) - Conduct weekly sync-ups with the Deputy Head of Operations. - Lead training sessions or create enablement decks for AMs and designers. - Onboard new team members into ops workflows, ClickUp, and reporting systems. - Own one ad hoc operational improvement project each quarter. Metrics You'll Own: - Training Delivery: 1 per quarter. - Team Satisfaction: 8/10 on quarterly surveys. - Onboarding Satisfaction: 8/10. - Ad Hoc Projects: 1 completed per quarter. Must Have - 5+ years of experience in operations, program management, or project coordination. - Proficiency in ClickUp, Notion, Google Sheets/Excel (pivots, advanced formulas). - Experience with reporting tools like Google Data Studio or Looker Studio. - Excellent communication skills and attention to detail. - Strong ownership mindset and ability to manage multiple stakeholders. Good to Have - Familiarity with workflow automation (Zapier, Make, etc.). - Basic SQL knowledge for reporting. - Understanding of digital marketing metrics (CTR, ROAS, CAC). - Training/enablement experience. - Process design/UX mindset. What would success look like for you - AMs, Designers, and Developers receive timely operational support without leadership stepping in. - Reports and dashboards are accurate, actionable, and always on time. - SOPs and workflows are consistently used across the team. - Leadership bandwidth is freed for strategy, while you own day-to-day ops excellence. Culture Fitment - You're detail-obsessed and believe operational hygiene is non-negotiable. - You thrive in a fast-paced, multi-stakeholder environment without losing clarity. - You take full ownership of follow-ups and deliverables without needing reminders. - You collaborate with empathy but enforce accountability.