Operations Manager

About the Role

We are searching for an execution-focused, detail-obsessed Operations Manager to serve as the tactical backbone of our agency. While the Operations Head designs the agency’s operating system and focuses on leadership development, you are responsible for running, maintaining, and auditing that system daily.

Your main mission is operational discipline: ensuring SOPs are strictly followed, dashboards reflect real-time accuracy, capacity tracking prevents burnout, and quality defects are caught internally before they reach clients. You turn high-level operational strategy into seamless day-to-day execution.

Key Responsibilities

1. System Execution & Dashboard Governance

• Maintain and audit the agency’s daily and weekly operational dashboards, ensuring data accuracy across all pods and departments.

• Track agency-wide capacity, workload distribution, and utilization rates to alert the Operations Head about hiring or reallocation needs.

• Manage operational software, tool access, and administrative workflows (up to approved spending limits).

1. SOP Management & Quality Assurance Audit

• Direct line management of the Operations Executive and QA Lead to ensure internal quality reviews happen on schedule.

• Enforce strict SOP compliance across all pods, auditing workflows to catch errors, missed deadlines, or quality slip-ups before work reaches clients.

• Maintain, update, and archive the agency’s SOP library as processes evolve.

1. Delivery & Escalation Tracking

• Monitor daily pod workflows and review rhythms to ensure on-time delivery across all active accounts.

• Track client escalations, maintain the central Escalation Log, and ensure action items are resolved by relevant Pod Leads and Managers.

• Highlight delivery friction points to the Operations Head during weekly review rhythms.

1. Review Rhythm Logistics & Coordination

• Organize and facilitate the logistics for Monday agency reviews, Wednesday QA audits, and cross-departmental coordination meetings.

• Track action items from executive and leadership meetings, ensuring managers follow through on their commitments without the Operations Head needing to micromanage.

What You Do NOT Do

• Leadership Coaching/Firing: Developing or replacing Pod Leads and Department Managers (Operations Head).

• Direct Client Escalations: Handling daily client communication or retention calls (CSMs / Operations Head).

• Agency-Level Strategy: Designing new operating frameworks or setting 12-month scaling roadmaps (Operations Head).

• Campaign Decisions: Managing ad accounts, creative strategy, or ROAS targets (Pod Leads & Department Managers).

Performance Metrics (KPIs)

• SOP Compliance & QA Pass Rates (30%): Percentage of agency output meeting QA standards on the first pass; zero client-facing quality defects due to process breaches.

• Dashboard & Data Accuracy (20%): Real-time accuracy of capacity tracking, utilization metrics, and operational dashboards.

• On-Time Delivery Rate (20%): Percentage of client deliverables executed according to schedule across all pods.

• Escalation Resolution Speed (15%): Average time taken to log, track, and resolve internal operational bottlenecks and client escalations.

• Process Efficiency & Administrative SLA (15%): Timely execution of tool onboarding/offboarding, resource allocation requests, and weekly review prep.

Authority & Decision Rights

You Decide:

• Daily workflow adjustments and task prioritization for the Operations Executive and QA Lead.

• Rejection of deliverables that do not pass internal SOP or QA compliance standards.

• Operational software access, seat management, and administrative updates.

• Flagging capacity overloads and initiating resource reallocation requests.

Operations Head Decides (You Recommend):

• Capacity reallocation approval across pods.

• Updates, revisions, or additions to core agency SOPs.

• Tool purchases or subscription changes.

• Process changes impacting Department Managers or Pod Leads.

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance

• Paid sick time

• Paid time off

Application Question(s):

• Last salary

• Expected salary?

Education:

• Bachelor's (Preferred)

Experience:

• Operations: 2 years (Required)

Work Location: In person