Online Operations Specialist

A leading organization is seeking an experienced Online Operations Specialist to drive its growth. This role requires a strong background in online software and technical tools, with expertise in process improvement and accountability.

• Operations & Systems Management:
  • Design, improve, and maintain internal systems, SOPs, and workflows for operational efficiency
  • Set up and optimize tools, software, and automations for seamless execution
  • Track and improve documentation, filing systems, and knowledge hubs for better collaboration
  • Evaluate and enhance performance across platforms like Monday.com, GoHighLevel, Make.com, and Zapier for streamlined operations
  • Monitor system uptime and implement process improvements for high availability
• Project & Performance Management:
  • Lead internal, client-facing, and strategic projects from kickoff to completion, ensuring timely delivery and budget adherence
  • Plan, execute, and track key initiatives, defining KPIs—starting with a 30-60-90 day plan for the team
  • Coordinate task assignments and manage project workflows across platforms for effective collaboration
  • Liaise with stakeholders to implement marketing and tech strategies
• Team Leadership & Support:
  • Foster a culture of feedback, coaching, and collaboration among team members
  • Keep the team engaged, supported, and accountable without micromanaging, promoting autonomy and responsibility
  • Lead hiring, onboarding, and performance reviews for talent development and retention
  • Track team response time and workflow capacity for optimal resource allocation
  • Ensure clear roles and expectations across virtual teams for effective communication
• Strategic & Data-Driven Decision Making:
  • Align daily operations with long-term business strategy, driving results-oriented decision making
  • Analyze performance metrics and KPIs to guide operational decisions, leveraging data insights for informed choices
  • Use spreadsheets and formulas to support data analysis and reporting for transparency and accountability
  • Prioritize resource allocation based on capacity and business needs for efficient use of resources
• Client Success Management:
  • Oversee seamless onboarding/offboarding and proactive client communication for exceptional customer experience
  • Deliver a standout client experience through thoughtful systems and reliable service, fostering loyalty and referrals
• Risk & Resource Management:
  • Anticipate operational risks and implement proactive mitigation strategies for risk reduction
  • Manage budgets and allocate resources effectively to support digital initiatives, ensuring optimal resource utilization
• Marketing & Sales Support (Secondary):
  • Collaborate with marketing and sales teams on product launches and promotions for cohesive brand messaging

The ideal candidate will possess:

• 5+ years of experience in operations, systems, and people management
• 2+ years of Digital Marketing experience
• OBM certification strongly preferred
• Fluent in English (written and verbal)
• Highly tech-savvy, analytical, and system-oriented
• Experience within a service-related online business, like a marketing agency, is desired
• Strong project management skills (e.g., Asana, Trello, ClickUp, Monday.com)
• Proven ability to lead remote teams with a focus on accountability and performance
• Strategic thinker with long-term planning capabilities
• Excellent communication and collaboration skills
• Strong problem-solving and decision-making abilities
• Skilled in using spreadsheets and formulas for data tracking and analysis
• Familiarity with budgeting, expense tracking, and financial reporting
• Comfortable with remote tools (Slack, Zoom, Google Workspace, CRMs, automation platforms)