An Operations Manager manages operations for a specific area within a company or organization. Supervises staff, oversees quality control, process improvement, and budget management for daily work activities. Has significant authority within their area of responsibility such as hiring, training, and managing staff.
Full-Time Position Summary The Operations Manager is responsible for the day-to-day operations of the company, ensuring all departments function efficiently, consistently, and in alignment with the company's goals. This role oversees the execution of operational activities across IT, client services, marketing, human resources, administration, sales operations, and vendor management. The Operations Manager is responsible for driving accountability, improving operational efficiency, developing employees, ensuring an exceptional client experience, and implementing company policies and procedures. This position serves as the CEO's primary operational leader, allowing the CEO to focus on strategic planning, business development, company growth, key client relationships, and long-term initiatives. Primary Responsibilities Company Operations Manage the day-to-day operations of the business. Ensure all departments operate efficiently and effectively. Execute company goals and strategic initiatives established by the CEO. Identify and remove operational bottlenecks. Improve company processes and workflows. Ensure departments collaborate effectively. Promote accountability throughout the organization. Enforce company policies, procedures, and standards. Foster a culture of professionalism, teamwork, and continuous improvement. IT Operations Provide operational oversight of all technical departments, including: Help Desk Professional Services Projects Field Services Client Support Cybersecurity Operations Responsibilities include: Monitor SLA compliance. Review ticket backlog and aging. Improve technician utilization. Ensure projects remain on schedule. Review project profitability. Ensure proper documentation standards. Improve operational efficiency. Monitor service quality. Ensure client environments follow company standards. Coordinate resources across departments. Reduce escalated support issues. Client Operations Oversee all client-facing operational activities.
Responsibilities include:
Client onboarding Client offboarding Client communications Quarterly Business Review (QBR) coordination Client satisfaction Service quality Escalation management Agreement renewal coordination Quality assurance Client retention initiatives Ensure every client receives a consistent and exceptional customer experience. Human Resources Oversee the operational aspects of Human Resources.
Responsibilities include:
Recruiting coordination Employee onboarding Employee offboarding Employee training Performance reviews Coaching employees Corrective actions Policy enforcement Personnel documentation Benefits administration coordination Employee engagement initiatives Company culture PTO approvals Compliance with employment laws and company policies Marketing Operations Ensure all marketing initiatives are executed effectively.
Responsibilities include:
Marketing calendar management Campaign execution Website updates Social media scheduling Email marketing Event coordination Brand consistency Marketing vendor coordination Lead generation support Marketing analytics Marketing ROI tracking Sales Operations Oversee the operational aspects of the sales process.
Responsibilities include:
Manage the sales pipeline workflow. Ensure CRM accuracy. Track proposals and quotes. Coordinate proposal follow-up. Oversee agreement processing. Coordinate client onboarding after signed agreements. Improve communication between Sales, Projects, and Service. Monitor proposal turnaround times. Track sales KPIs. Assist with sales forecasting. Improve sales processes. Ensure sales documentation remains current.
Note:
The Operations Manager supports the sales process but is not responsible for business development, major sales opportunities, pricing strategy, or closing enterprise sales. Vendor Management Manage relationships with vendors and strategic partners.
Responsibilities include:
Maintain relationships with technology vendors. Coordinate purchasing. Review vendor performance. Negotiate pricing when appropriate. Manage software licensing renewals. Review recurring subscriptions. Coordinate hardware procurement. Identify cost-saving opportunities. Manage warranty claims and RMAs. Maintain vendor documentation. Coordinate vendor training and certifications.
Examples include:
Microsoft Dell Technologies Pax8 Cisco SonicWall Fortinet Barracuda Datto / Kaseya Huntress Blackpoint Cyber Ingram Micro Ubiquiti Synology Internet Service Providers Telecommunications providers Office vendors Administrative Operations Oversee daily administrative functions, including: Office management Purchasing Inventory management Fleet management Facility maintenance Equipment management Company assets Administrative workflows Office procedures Process Improvement Continuously improve operational performance by: Developing Standard Operating Procedures (SOPs) Standardizing workflows Improving documentation Eliminating inefficiencies Automating repetitive processes Measuring operational performance Implementing best practices Improving employee productivity Enhancing the client experience Leadership Responsibilities Lead department managers and supervisors. Conduct regular operational meetings. Coach and mentor employees. Monitor departmental performance. Ensure accountability across departments. Improve communication between teams. Assist with employee development. Support succession planning. Promote company values and culture. Reporting Provide regular reports to the CEO regarding: Operational KPIs Department performance Client satisfaction Employee performance Sales operations metrics Marketing performance Vendor performance Operational risks Improvement initiatives Budget performance Operational recommendations Key Performance Indicators (KPIs)Operations SLA compliance Ticket backlog Technician utilization Project completion rate Project profitability Operational efficiency Documentation compliance Client Success Client Satisfaction (CSAT) Client retention Escalation resolution time QBR completion Client onboarding completion Human Resources Employee retention Employee engagement Training completion Performance review completion Time-to-fill open positions Sales Operations Proposal turnaround time CRM accuracy Proposal follow-up completion Agreement processing time Sales pipeline health Marketing Campaign completion Lead generation Marketing calendar compliance Website updates Marketing ROI Vendor Management Vendor response time Procurement turnaround time License renewal compliance Purchasing accuracy Cost savings achieved QualificationsRequired 5+ years of operations management experience. 3+ years managing multiple departments or teams. Strong leadership and organizational skills. Excellent communication skills. Experience developing and improving operational processes. Ability to manage multiple priorities. Strong analytical and problem-solving abilities. Experience with KPI reporting and accountability. Preferred Experience working in a Managed Services Provider (MSP). IT industry experience. ConnectWise experience. ITIL knowledge. Project Management experience. Bachelor's degree in Business Administration, Management, or a related field. PMP Certification (preferred). Lean Six Sigma Certification (preferred). Skills Leadership Team Development Accountability Process Improvement Organizational Management Project Management Time Management Communication Conflict Resolution Decision Making Vendor Negotiation Customer Service Problem Solving Business Operations Coaching and Mentoring Authority The Operations Manager has the authority to: Direct day-to-day business operations. Supervise department managers and team leads. Assign operational resources. Enforce company policies and procedures. Approve operational purchases within approved budgets. Approve employee scheduling and PTO in accordance with company policy. Coordinate operational priorities. Resolve client escalations. Recommend hiring, promotions, corrective actions, and terminations to the CEO. Implement operational improvements. Manage vendor relationships. Recommend organizational improvements. Success Looks Like Within the first 12 months, the Operations Manager will have: Improved accountability across all departments. Reduced ticket backlog and operational bottlenecks. Increased technician productivity and utilization. Standardized company processes and documentation. Improved communication between departments. Increased client satisfaction and retention. Improved employee engagement and performance. Established measurable KPIs and departmental scorecards. Reduced unnecessary operational expenses. Built a leadership culture focused on accountability and continuous improvement. Allowed the CEO to spend significantly more time on strategic planning, business development, client relationships, company growth, and long-term initiatives.
Pay:
$30.00 - $35.00 per hour
Benefits:
401(k) 401(k) matching Flexible schedule Paid time off Retirement plan
