Agency Operations Manager

Key Responsibilities

• Own and continuously improve internal agency operations, identifying opportunities to create efficiency, consistency, and scalability.
• Own the documentation and continuous improvement of Standard Operating Procedures (SOPs) so knowledge is captured, shared, and scalable.
• Identify recurring inefficiencies and recommend improvements that help the agency scale more effectively.
• Care for onboarding and offboarding for employees, contractors, and clients.
• Manage vendor relationships, software subscriptions, recurring operational tasks, and internal systems.
• Build, maintain, and improve workflows that help the agency operate more efficiently.
• Proactively identify operational bottlenecks and recommend solutions before they impact the team or clients.
• Serve as the operational hub of the agency by coordinating projects across departments.
• Maintain agency capacity, priorities, and workload, proactively identifying resource constraints and recommending solutions before they impact clients or deadlines.
• Own the follow-through of leadership action items, ensuring projects continue moving forward without requiring executive oversight.
• Monitor project timelines, proactively follow up with team members, and keep priorities moving.
• Identify roadblocks early and work collaboratively to remove obstacles before they impact deadlines or client satisfaction.
• Maintain internal project management systems to ensure every project has clear ownership and accountability.
• Help create a culture of accountability through proactive communication and consistent follow-up.
• Support the CEO with special projects and strategic initiatives.
• Assist in organizing priorities, meetings, and follow-up items.
• Conduct research and gather information for new initiatives and business decisions.
• Help coordinate internal planning and agency-wide initiatives.
• Anticipate needs and proactively remove obstacles before they become problems.
• Help organize and coordinate business development initiatives, proposals, strategic projects, and CEO priorities.
• Support the Account Management team by coordinating internal deliverables and ensuring projects stay on schedule.
• Coordinate recurring website updates, reporting, and client projects.
• Aid in proposal preparation, internal project coordination, and client onboarding.
• Ensure deliverables are completed accurately, on time, and meet agency quality standards.
• Help maintain exceptional client experiences through proactive communication and strong internal organization.
• Identify opportunities to improve agency efficiency through automation and AI tools.
• Implement systems with the automations team that streamline project management, reporting, and communication.
• Evaluate tools and technologies that improve agency productivity for future agency services.
• Help build scalable systems that support agency growth and operational efficiency.
• Manage agency payroll processes and ensure timely payments.
• Oversee accounts receivable and monitor client payments.
• Follow up on outstanding invoices when necessary.
• Coordinate contractor payments and maintain organized payment records.
• Support the owner with financial organization and documentation.
• Ensure financial operational processes run smoothly and consistently.

Required Skills & Experience

• 3+ years of experience in operations, project management, executive support, and agency operations.
• Strong experience managing multiple priorities in a fast-paced environment.
• Agency experience is a must.
• Experience using project management software such as Asana.
• Experience documenting and improving business processes.
• Strong proficiency with Google Workspace and modern business software.
• Comfortable learning and implementing AI and automation tools.
• Naturally takes ownership and follows through without being reminded.
• Highly proactive and solutions-oriented.
• Exercises sound judgment and is comfortable making decisions within their area of ownership.
• Exceptional organizational skills and attention to detail.
• Excellent written and verbal communication.
• Comfortable holding others accountable while maintaining strong working relationships.
• Thrives in a fast-paced, entrepreneurial environment where priorities evolve.
• Finds satisfaction in improving systems and making businesses run more efficiently.
• High level of integrity, professionalism, and discretion.