Operations Manager (WordPress & Client Success)

About the role

We’re looking for a friendly, detail-oriented person to join our small remote team at Spacious, a web design and development company based in Philadelphia. We’ve been providing web design, development, and website maintenance services for the past 10 years, currently supporting 95 ongoing care plan clients and running four to seven active website projects at a time.

This role involves owning the day-to-day delivery of our client experience: keeping projects moving, clients informed, and support requests handled. You’ll step into a well-documented system with established processes, client relationships, and workflows, with plenty of room to improve it further. Our clients include nonprofits and mission-driven small businesses across various industries, so the work remains varied and meaningful.

Success in this role comes from good judgment, curiosity, consistency, and steadily taking ownership. If you enjoy clearing queues, running well-organized projects, and ensuring clients feel genuinely taken care of, this role is a great fit.

A Typical Day

Mornings start with the support desk, Slack, and any tasks handed off from Guilda. You’ll triage and assign tickets, handle urgent requests, and check the week’s priorities. Focused time is dedicated to moving projects forward—building content plans, completing client revisions, drafting websites, or preparing presentations. Throughout the day, you’ll monitor email and the support desk, completing requests, flagging issues for review, and delegating work to Guilda with clear context.

You’ll update progress in Airtable and Notion, track outstanding tasks, and attend 3–6 meetings per week, including project check-ins, internal planning, client training, and new inquiries. Most days follow a steady rhythm, but occasional deadlines, urgent requests, or website issues may require focused sprints. You’ll need to stay composed, prioritize effectively, and return to regular responsibilities afterward.

By the end of the day, you’ll ensure there are no mysteries—every project will have a clear status, next steps, and an assigned owner.

Responsibilities

• Client Communication:
  • Primary day-to-day point of contact for active clients.
  • Provide proactive updates, schedule meetings, and follow up with clear next steps.
  • Handle routine concerns calmly and escalate when necessary.
  • Build long-term trust through consistency and responsiveness.
  • Nudge clients to provide content, feedback, and other requests on schedule.
  • Review and send monthly care plan reports.
• Project Delivery:
  • Coordinate four to seven concurrent website projects from kickoff through launch.
  • Maintain accurate timelines, tasks, and documentation.
  • Identify and resolve stalls or missing information before they become problems.
  • Thoroughly check deliverables for mistakes and issues.
  • Ensure every active project has a clear status, defined owner, and next action.
• WordPress & Client Support:
  • Own the support inbox: triage, prioritize, respond, delegate, and follow through.
  • Handle routine requests independently (content updates, page builder edits, plugin configuration, menus, media, forms, users, redirects, basic troubleshooting).
  • Diagnose issues to determine if they’re content, configuration, plugin, hosting, or custom code-related.
  • Escalate advanced development, server, security, or performance problems with useful context.
• Building Pages & Visual Judgment:
  • Build out pages and populate content using an existing design system and prebuilt components.
  • Ensure visual consistency: spacing, hierarchy, image treatment, and alignment with the rest of the site.
  • Take the first pass at client revision requests, delegating or executing as needed, and push back when appropriate.
• Operations:
  • Assign work to Guilda with clear context, priority, and acceptance criteria, then review before client delivery.
  • Onboard new care plan clients.
  • Manage client support credit usage and billing.
  • Maintain and improve SOPs, templates, and documentation.
  • Support marketing efforts (drafting newsletters, building case studies, etc.).
  • Use AI tools (Claude, ChatGPT) thoughtfully to reduce repetitive work, verifying output before acting on it.
  • Identify process improvements once you understand the current workflow.

Requirements

• 2–5 years of experience coordinating projects or managing client relationships.
• Hands-on WordPress experience: content management, page builders, routine troubleshooting.
• A reliable eye for visual quality—ability to assess when a page looks right or when something is off.
• Excellent written communication—warm, concise, and clear.
• Exceptional organization, with a reliable system for tasks, deadlines, notes, and files.
• High attention to detail when checking work, proofreading, or testing websites.
• Comfort juggling multiple threads and competing priorities without getting rattled.
• Proactive—you notice what needs attention and act without waiting to be asked.
• Good judgment about when to solve something independently, when to ask, and when to push back (including on AI suggestions).
• Comfortable learning unfamiliar tools and technologies independently.

Nice to have

• Basic HTML/CSS or PHP awareness.
• Familiarity with hosting, domains, SFTP, and similar basics.
• Website QA/testing experience.
• Experience with Beaver Builder, Advanced Custom Fields, Gravity Forms, WooCommerce, and other plugins we use heavily.
• Experience with Google Analytics.
• Experience working with nonprofits or mission-driven organizations.
• Located within driving distance of Philadelphia (for occasional in-person meetings—genuinely optional).

Schedule & Logistics

Full-time, fully remote role for US-based candidates within 1 hour of Eastern Time. Client and team coverage is required 9am–5pm ET, including monitoring the support desk, responding to communication, and being reachable during this window. You’re trusted to manage your own time—normal breaks, appointments, or errands are fine, but communicate if you’ll be unavailable for extended periods.

Focused work typically runs 30–35 hours per week, with the remaining time dedicated to meetings, support, and communication.