Lead - Operations

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.

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.

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%).

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.

• 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.

• 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.

• 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.

• 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.