Overview
We are seeking a proactive and experienced Operations Manager with 6+ years of proven expertise in managing organizational operations, team performance, and client engagements within a digital-first environment. The ideal candidate will oversee end-to-end operations across website design & development, social media, SEO, lead generation, and application development services. They will act as the primary escalation point for clients, ensure smooth internal workflows, and drive efficiency while maintaining a balance between revenue growth and people management. The candidate will also focus on delivering excellent customer experiences, while driving upselling and cross-selling opportunities to maximize business growth.
Key Responsibilities
- Manage end-to-end operational processes, ensuring efficient workflows, timely delivery, and adherence to high-quality standards.
- Serve as the primary point of contact for clients in case of escalations while fostering long-term, trust-driven relationships.
- Oversee internal teams, including design, development, SEO, social media, and lead generation, ensuring alignment with project goals.
- Plan, schedule, and monitor team performance, conducting regular reviews to drive productivity and accountability.
- Ensure optimal resource allocation across projects while maintaining the balance between revenue ratio and people ratio.
- Track and manage project timelines, budgets, and deliverables, providing regular updates to senior management.
- Drive upselling and cross-selling initiatives by identifying client needs and recommending suitable services.
- Ensure clients receive an exceptional experience, with proactive communication, problem-solving, and added value.
- Identify operational bottlenecks and implement process improvements for efficiency and scalability.
- Conduct client meetings, reviews, and presentations, representing the company with professionalism and confidence.
- Prepare and present reports/dashboards on operational performance, client satisfaction, and team output.
- Ensure compliance with company policies, processes, and industry standards.
- Mentor and support employees to create a positive, collaborative, and high-performance culture.
Requirements
- 6+ years of experience in operations management, preferably in a digital agency or IT services environment.
- Strong expertise in managing teams across website development, social media, SEO, lead generation, and applications.
- Demonstrated ability to handle client escalations, build strong client relationships, and ensure high levels of satisfaction.
- Proven success in managing multiple projects and cross-functional teams simultaneously.
- Ability to maintain and improve revenue-to-people ratio with strategic resource planning.
- Strong business acumen with experience in upselling and cross-selling services.
- Experience in leveraging AI-driven tools and automation for project management, analytics, reporting, and campaign optimization.
- Excellent organizational, multitasking, and analytical skills.
- Proficiency in project management tools, CRMs, and reporting systems.
- Strong leadership skills with a client-first approach.
- Exceptional communication, negotiation, and presentation skills.
