People & Team Coordination

• Run weekly team cadences: planning at the start of the week, daily check-ins, and an end-of-week accountability review
• Hold regular 1:1s with department leads/specialists to track output, remove blockers and flag underperformance early
• Coordinate capacity planning across sales, client success and delivery teams — know what the business can realistically take on
• Act as the first point of contact for cross-department blockers, only escalating what genuinely needs the founder's decision

Performance, Accountability & Reporting

• Set and track clear KPIs per team/role, in partnership with department leads
• Produce a weekly ops report to the founder covering project status, team performance, blockers and wins
• Flag underperformance or risk to the founder with evidence and a proposed next step — not just the problem
• Maintain an end-of-day or end-of-week rhythm so nothing "falls through the cracks" silently

Systems, SOPs & Continuous Improvement

• Own the SOP library across the business: onboarding, offboarding, client handoffs, billing, escalations, and every other repeatable process
• Ship at least one measurable operational improvement every week — a fixed process, a new automation, a closed gap
• Regularly audit existing SOPs and dashboards for accuracy; retire or rewrite anything out of date
• Bring in and evaluate tools (project management, automation, reporting) where they genuinely improve throughput or accuracy

Problem-Solving & Escalation Management

• Build and maintain a clear escalation path so every team member knows who to go to when blocked — and enforce that employees raise blockers immediately rather than sitting on them
• Personally resolve operational issues wherever possible; escalate to the founder only decisions that genuinely require his input
• Respond to escalations within the same working day, and treat anything client-facing or revenue-impacting as urgent
• Conduct light root-cause analysis on recurring issues rather than repeatedly firefighting the same problem

Communication & Cross-Department Coordination

• Keep departments (SEO, production, web development, client success, sales) aligned on shared deadlines and dependencies
• Communicate clearly and directly — in writing and verbally — with both junior team members and senior leadership
• Represent operational status accurately to the founder: no sugar-coating, no burying bad news
• Maintain professional discretion with confidential business, client and financial information

Required Experience

Essential

• 4+ years' experience in an operations management role, ideally within an agency, services business, or fast-growing SME
• Demonstrated experience building and running SOPs, dashboards, and project-tracking systems from scratch
• Experience managing or coaching a team (direct reports or cross-functional coordination), including performance conversations
• Experience working with remote, distributed teams and fully digital workflows

Desirable

• Experience in a marketing, digital agency, or healthcare-adjacent business
• Familiarity with automation/workflow tools (e.g. Make, Zapier, n8n) and CRM platforms (e.g. GoHighLevel)
• Exposure to AI-assisted operations tools (e.g. Claude, ChatGPT, Viktor-style AI agents) used for internal workflow
• Prior experience building onboarding "boot camp" style ramp-up programmes for new hires

Skills & Competencies

• Strong ownership mentality — solves problems rather than escalating everything upward
• Excellent organisational skills and high attention to detail, with the discipline to keep documentation current
• Clear, confident written and verbal communicator, comfortable presenting status (including bad news) to senior leadership
• Sound judgement on what to decide independently versus what to escalate
• Comfortable holding others accountable, including people more senior or tenured than themselves
• Analytical enough to read a dashboard or report and immediately spot what's wrong
• Calm under pressure when priorities shift or something breaks

Ideal Candidate Profile

You have run operations somewhere before — not just supported them. You've built a project board that people actually use, written an SOP that stopped a recurring mistake, and had the uncomfortable conversation with someone whose output had been slipping. You don't wait for instructions on what "good" looks like; you set the bar and hold the team to it. You're equally comfortable in a spreadsheet, a 1:1, and a founder update — and you know which one the moment calls for.

What Success Looks Like in This Role

• Within 30 days: you have visibility into every active project, team and client-facing workflow, and the founder is fielding noticeably fewer operational questions
• Within 60 days: core SOPs are documented, the project board is the team's default reference, and at least one manual process has been automated or eliminated
• Within 90 days: department cadences run on their own rhythm, escalations are resolved before they reach the founder, and weekly reporting gives leadership a clear, trustworthy read on the business — with a visible track record of ops improvements shipped

Working Arrangement / Schedule

• Remote, full-time
• Core working hours aligned with the UK team (Monday–Saturday, business hours) with overlap required for daily/weekly team cadences
• Some flexibility expected around escalations and time-sensitive issues outside core hours

Salary / Compensation

Competitive, based on experience — to be discussed during the interview process and set at a level appropriate for a senior operations hire taking full ownership of the function.

How to Apply

Please apply with your CV and a short video covering:

• A specific operational system or process you built or fixed, and the measurable result
• An example of holding a team or individual accountable to a standard that wasn't being met
• Why this ownership-level operations role — rather than a supporting operations position — is the right fit for you

Applications without this note will not be considered.