Operations & Client Success Manager

We are seeking an experienced Operations & Client Success Manager to oversee and strengthen our offshore operations while serving as a trusted partner to both our clients and internal teams.

This role is responsible for creating operational consistency across multiple teams, improving workflows, documenting processes, and ensuring an exceptional client experience. As the business grows, you will play a key role in integrating teams under a unified operating model, driving operational excellence, and gradually taking ownership of day-to-day operations.

Success in this role means building systems that scale, fostering strong client relationships, and enabling the leadership team to focus on strategic growth rather than daily operational management.

Key Responsibilities

• Coordinate operations across multiple offshore teams and service providers
• Ensure consistent execution of processes and service delivery across all teams
• Identify operational inefficiencies and recommend practical improvements
• Monitor team capacity, workload distribution, and overall operational performance
• Develop reporting mechanisms that provide visibility into productivity, delivery, and key operational metrics

• Document existing processes and develop clear Standard Operating Procedures (SOPs)
• Map workflows and recommend opportunities for automation and standardization
• Collaborate with leadership to implement scalable operational systems
• Continuously review and refine processes to improve efficiency and consistency

• Build strong relationships with clients and serve as their primary operational point of contact
• Ensure client requests, issues, and operational needs are addressed promptly and professionally
• Maintain regular communication with clients to support a high level of service and trust
• Partner with clients to identify opportunities for continuous operational improvement

• Provide coordination and operational guidance across multiple teams
• Foster accountability, collaboration, and continuous improvement
• Support onboarding and integration of new team members as the organization grows
• Over time, assume greater responsibility for managing day-to-day operations and leading an integrated offshore team

• Work closely with leadership to implement operational initiatives aligned with business goals
• Establish scalable systems and operational standards to support future growth
• Help create an organization that can operate efficiently with reduced founder involvement

Qualifications

• Bachelor's degree in Business Administration, Management, Accounting, Finance, or a related field
• Minimum of 5 years of experience in operations management, project management, or leadership roles
• Experience leading teams within accounting, bookkeeping, finance, professional services, or similar industries
• Strong process improvement, workflow mapping, and documentation experience
• Demonstrated ability to build structure and improve operational efficiency
• Excellent verbal and written English communication skills
• Experience working directly with U.S. or international clients
• Strong organizational, planning, and project management skills
• Highly proficient in Microsoft Office and Google Workspace

• Experience managing distributed or remote teams
• Familiarity with CRM, project management, and workflow management platforms
• Experience implementing operational systems and performance reporting
• Knowledge of continuous improvement methodologies is an advantage

• Operational Excellence
• Process Improvement
• Client Relationship Management
• Leadership & Team Development
• Project Management
• Strategic Thinking
• Analytical Problem Solving
• Organizational Skills
• Communication & Stakeholder Management
• Accountability
• Adaptability
• Systems Thinking
• Initiative and Ownership

Success Measures

Within the first 12–24 months, success in this role will be measured by the ability to:

• Standardize operations across multiple offshore teams
• Develop and maintain comprehensive SOPs and process documentation
• Improve workflow efficiency and operational consistency
• Build trusted relationships with clients and become their primary operational contact
• Establish meaningful operational KPIs and reporting
• Successfully manage a growing integrated offshore team
• Reduce founder involvement in day-to-day operational decisions through effective delegation and leadership