Operations Manager at Pacetas SaaS Agency

Reports To: CEO / Executive Leadership

Position Overview

We are seeking a highly organized and execution-focused Operations Manager to oversee and coordinate the day-to-day operations of the company.

This role is responsible for ensuring departments operate efficiently, teams remain accountable, workflows are followed, service delivery standards are maintained, and company objectives are executed on time.

The ideal candidate must be detail-oriented, process-driven, proactive, and capable of managing multiple moving parts across teams and projects.

Core Objective

Run and optimize day-to-day company operations while ensuring accountability, efficiency, and consistent execution across all departments.

Key Responsibilities

Department Coordination

• Coordinate activities between sales, marketing, onboarding, customer support, automation, and leadership teams
• Ensure departments work collaboratively toward company goals
• Monitor operational flow across all business units

Team Accountability

• Track team performance and responsibilities
• Ensure assigned tasks are completed on time
• Conduct regular operational check-ins and follow-ups
• Support leadership in maintaining a culture of accountability

SLA Enforcement

• Monitor and enforce Service Level Agreements (SLAs)
• Ensure response times, onboarding timelines, and delivery standards are consistently met
• Escalate issues affecting service delivery

KPI Reporting

• Track operational KPIs and department performance metrics
• Generate weekly and monthly operational reports
• Identify bottlenecks, risks, and performance gaps
• Present actionable recommendations to leadership

Workflow Management

• Build, document, improve, and oversee internal workflows
• Ensure teams follow standard operating procedures (SOPs)
• Streamline operations for efficiency and scalability

Escalation Management

• Handle operational escalations and urgent internal issues
• Resolve workflow, communication, or delivery bottlenecks
• Coordinate rapid response between departments when needed

Internal Process Optimization

• Identify inefficiencies and recommend operational improvements
• Improve systems, communication flow, and internal processes
• Support automation and operational scaling initiatives

Task Management Oversight

• Monitor task assignments across project management platforms
• Ensure deadlines, deliverables, and responsibilities are clearly assigned
• Maintain visibility into project and operational progress

Quality Assurance

• Ensure consistent quality of service delivery and client experience
• Review operational standards and implementation quality
• Support process audits and compliance checks

Key Performance Indicators (KPIs)

The Operations Manager will be evaluated based on:

• Project completion rate
• SLA compliance rate
• Team responsiveness
• Internal task completion rate
• Delivery turnaround time
• Workflow efficiency
• Client onboarding consistency
• Operational issue resolution speed

Qualifications

• Experience in operations management, project management, or business operations
• Strong organizational and leadership skills
• Ability to manage multiple teams and priorities simultaneously
• Excellent communication and problem-solving abilities
• Experience with workflow systems, SOPs, and operational reporting

Preferred Skills

• Experience using CRM and project management platforms
• Familiarity with GoHighLevel, ClickUp, Asana, Monday.com, Trello, or similar tools
• Understanding of automation systems and operational workflows
• Data reporting and KPI tracking experience
• Ability to create and improve operational systems

What We’re Looking For

• Strong executor with attention to detail
• Systems and process-oriented mindset
• Proactive and solution-driven leader
• Strong follow-up and accountability management skills
• Ability to thrive in a fast-paced startup or growth environment

Compensation

• Competitive salary or contract-based compensation
• Performance-based incentives may be available
• Leadership growth opportunities within the company