Operations Manager - Ecommerce Focused

Operations Manager - Ecommerce Focused
Remote - Salary Range: $2000-$2500 - Schedule: 

Company Overview

The company is a fast-growing, remote-first performance marketing agency specializing in PPC for eCommerce brands. It plans, launches, and scales Google and Microsoft Ads through data-driven, custom strategies that move the revenue needle. With a globally distributed team across 10+ countries, the company blends sharp strategy with reliable execution to deliver sustainable growth.

What sets it apart is a people-first culture grounded in clear core values. The team prizes accountability, simple and direct communication, and continuous improvement. You’ll find a collaborative environment designed to create critical thinkers, celebrate wins, and support your growth while you do the best work of your career.

Mission

We’re looking for a systems-driven, people-savvy operator to keep clients longer and the team on track. In this role, you’ll be the steady, proactive manager who makes sure every client gets fast replies and promised updates, every team member delivers on commitments, and every issue is caught and addressed before it reaches the founder or the client.

You won’t run ads — our media buyers own that. You’ll run the machine around them: leading client onboarding and early relationship management, driving down churn with save plans and pattern-finding, enforcing reply-time SLAs, translating call promises into Asana tasks, and keeping SOPs clean and current. If you enjoy ownership, clear systems, fast communication, and helping clients feel supported and informed — you’ll feel right at home.

Key Responsibilities

Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence.

Client Experience, Onboarding & Churn Prevention

• New Client Onboarding: For every new client, ensure the initial SOP intro message is sent immediately. Join the first kickoff call alongside the media buyer (as the sole manager on the call) to set clear expectations regarding ownership, timelines, processes, and results.
• Custom Client Gifting: Directly manage the client gift hamper process for every new client—ensure gifts are ordered, sent on time, and accurately tracked using self-built Google Sheets trackers.
• Relationship Management: Maintain direct contact with new clients during their first 3 months with scheduled check-ins to monitor satisfaction and alignment. Explain high-level tactics and performance in simple terms.
• Proactive Issue Detection: Monitor client communications (primarily in Slack) to sense when a client sounds dissatisfied or when delivery problems arise, catching and resolving them before they escalate to the founder or client.
• At-Risk & Churn Management:
  • Run the weekly At-Risk List (tracking client name, account owner, next steps, and proof of action).
  • Build and drive custom save plans for at-risk accounts in partnership with media buyers.
  • Conduct churn reviews when a client leaves, identifying early warning signs, tracking monthly churn trends, and updating SOPs to prevent repeat issues.

Systems Enforcer & Operations Management

• SOP Ownership & Compliance: Build new operational systems and refine existing ones. Ensure the entire team strictly adheres to SOPs and utilizes back-end infrastructure for audits, onboarding, weekly tasks, and reporting.
• Team Accountability: Keep the team fully accountable to existing systems, operational processes, and day-to-day commitments.
• Team Capacity Monitoring: Regularly review team workload and capacity to ensure no team member is over-capacity or burnt out.
• Task & Meeting Execution:
  • Review client call notes/recordings (Fathom), extract commitments, and convert them into structured Asana tasks with assignees and due dates.
  • Require written explanations in Asana for any due-date risks before deadlines pass.
  • Run twice-weekly Pulse Checks (Mon/Thu) to plan, unblock, and align on priorities.
  • Escalate repeated operational misses fairly and in writing with clear examples and guidance.

Communication & Service Level Agreements (SLAs)

• Communication Channels: Manage client and team communication primarily through Slack.
• Update Compliance: Monitor client channels to ensure Monday/Wednesday/Friday updates are consistently sent across all accounts, logging and addressing any misses.
• Response SLAs: Enforce a strict 60-minute reply-time standard during working hours; nudge account owners, respond on behalf of the team when needed, and handle weekend out-of-office responses when applicable.
• Founder Alignment: Proactively message the founder with clear questions paired with proposed solutions/recommendations. Post concise end-of-day Slack updates covering checks, catches, and open items.

Metrics & KPI Reporting

• Deliver a weekly KPI report covering: Churn & At-Risk accounts, new-client health, reply-time compliance, update compliance, task completion rates, wins/challenges, and top 3 operational recommendations.
• Attend and help run weekly team meetings and hold a weekly 1:1 with the founder.

Qualifications

Must-Have Requirements:

• Agency Experience: 3+ years of operations management or client-facing team leadership within an e-commerce agency environment, with strong e-commerce industry knowledge.
• Tool Proficiency: Strong hands-on experience using Asana, Slack, Google Drive, and Google Sheets.
• Marketing Literacy: Solid understanding of e-commerce performance marketing metrics (ROAS, target CPA, revenue, churn, etc.). Must be hungry to learn and highly teachable if deeper training is needed.
• Systems & SOP Building: Proven experience designing, building, and documenting clean SOPs and workflows.
• Communication Skills: Exceptional written and spoken English, with the confidence to navigate difficult or sensitive conversations with clients.

Nice-to-Have Skills:

• General foundational knowledge of Google Ads (expertise not required; no ad running involved).
• Experience using GoHighLevel and Claude AI (or similar AI productivity tools).

Skills & Competencies

• High Drive & Systems-Minded: A "jack of all trades" who takes complete ownership, acts proactively, and builds organized structures without needing hand-holding.
• High Attention to Detail: Precise and accurate when managing trackers, reviewing call notes, maintaining tasks, and monitoring compliance.
• High Social Awareness & Intuition: Has the emotional intelligence to sense when a client is becoming frustrated or when a team member is reaching maximum capacity.
• Extrovert-Wired / Solution-Oriented: Dynamic, energetic, and highly communicative, prioritizing results, team accountability, and proactive problem-solving.
• English Proficiency is mandatory 

Technical Requirements

• Own PC or laptop
• Reliable internet connection (wired connection recommended)
• Noise-cancelling headset and a quiet, professional workspace
• Webcam and professional on-camera setup for client/team calls
• Access to Slack, Asana, Zoom/Google Meet, and Fathom

Position Description

• Working Hours: 7 hours, from 5:00 PM till 12:00 AM Beirut Time
• Working Days: 5 days a week
• Days Off: Saturday and Sunday
• Work Location: Fully-remote, you can work from anywhere
• PTO (Paid Time Off): Flexible, no formal policy. A week's notice for a day off, about a month's notice for a holiday
• Salary Range:$2000-$2500