Business Services Manager

About the role

Agency Cybersecurity is a fast‑growing venture‑backed startup that provides best‑in‑class cybersecurity and compliance. Our software and services simplify complex compliance frameworks including SOC2, ISO 27001, HIPAA, and others, empowering businesses to scale securely and confidently. We're backed by top tier investors like Y Combinator and have offices in NYC, Boston, Richmond, and London. Position: 100% On‑Site in our Richmond, VA office. Full‑Time, salaried. The Business Services Manager oversees the day‑to‑day delivery of core business services through a team of junior professionals. This role focuses on people management, operational execution, workflow efficiency, and service quality within a professional services environment. You will manage a team of over 10 junior team members, ensuring work is completed accurately, on time, and in alignment with internal standards and client expectations. This is a hands‑on leadership role requiring strong organizational skills, process discipline, and the ability to coach and develop early‑career professionals.

Responsibilities

• Team Leadership & People Management: Directly manage, coach, and support a team of 5–10 junior team members; Conduct regular 1:1s, performance reviews, and goal‑setting sessions; Support onboarding, training, and professional development of team members; Foster accountability, collaboration, and a high‑performance culture; Act as the first point of escalation for team‑level issues.
• Service Delivery & Operations: Own day‑to‑day execution of assigned business services and workflows; Ensure work is completed accurately, consistently, and within defined timelines; Manage workload distribution, capacity planning, and task prioritization; Monitor service quality and ensure adherence to internal processes and standards; Identify operational risks and proactively address bottlenecks.
• Process & Continuous Improvement: Document and refine standard operating procedures (SOPs); Identify opportunities to improve efficiency, quality, and scalability; Partner with leadership to implement process improvements and tooling changes; Track operational metrics related to productivity, quality, and turnaround time.
• Cross‑Functional Collaboration: Work closely with account management, client services, and leadership teams; Communicate status updates, risks, and resourcing needs clearly and proactively; Support special projects and operational initiatives as needed.

Requirements

• 3+ years of experience managing teams of 5–10 people
• Prior experience in a professional services environment (consulting, accounting, compliance, legal services, managed services, or similar)
• Relevant background includes experience as a Call Center Manager for B2B products or as an Agency Service Delivery Manager for marketing, software development, or other agency‑driven business services
• Demonstrated ability to manage junior or early‑career professionals
• Strong operational mindset with attention