Operations Manager

6 months ago

Johannesburg, South Africa No Joke Marketing Full time

Are you prepared to elevate your career with a leading digital marketing agency? At No Joke Marketing, we prioritize the well-being of our team, offering a balanced work-life experience. Enjoy the benefits of half-day Fridays every June, 20 days of paid time off in your first year, and the flexibility of a fully remote position. If you are passionate about driving client success and excel in a dynamic, fast-paced environment, we want to connect with you

I. GENERAL INFORMATION

**Position Title**: Operations Manager

**Work Area**: Operations

**Reports To**: COO

**Positions Directly Supervised**: Project Managers, Fulfillment Team and Account Management

II. POSITION’S GOAL

The Operations Manager is responsible for managing, supervising, and enhancing the efficiency of company operations. This includes creating and optimizing procedures, developing Standard Operating Procedures (SOPs), and training and supervising teams to achieve client retention, gross margin goals, and revenue growth.

III. KEY FUNCTIONS AND RESPONSIBILITIES

**Daily Responsibilities**:
Coordinate with Project Managers in Daily Deadline Meetings.

Address personnel issues by reporting them to HR.

Communicate major operational issues directly to the COO.

Maintain overdue ticket levels below a specific percentage and report any overdue tickets.

Handle end of day and Red Zone issues by reporting to COO

Maintain a solution-focused, positive attitude.

Offer constructive criticism and potential solutions for observed challenges.

Ensure a clean workspace and promote daily success habits within the team.

**Weekly Responsibilities**:
Keep track of total production labor capacity and report weekly to the leadership team.

Provide a weekly summary of ticket resolutions, new tickets, overdue projects, and notable moments.

Plan weekly objectives aimed at meeting monthly, quarterly, and annual goals.

Conduct training sessions with Project Managers and facilitate growth discussions.

**Monthly Responsibilities**:
Deliver a detailed monthly summary to the CEO, including response and completion times, and other key performance indicators.

Propose operational improvements and provide Timesheet Summary reports to the Accounting Department.

Collaborate with Finance and Customer Experience teams to maintain client churn below a designated percentage.

**Quarterly Responsibilities**:
Assist the CEO in setting and adjusting quarterly goals.

Offer regular feedback to the Leadership Team on operations performance.

Plan staffing with HR to ensure adequate project manager availability for company growth.

Review quarterly financial goals with the Finance department and ensure they are met.

**Annual Responsibilities**:
Develop an annual operations plan aligning with the CEO's vision and company objectives.

Create recruitment, training, and promotion plans for operations staff in coordination with HR.

Enhance customer experience through improvements to the Portal Ticketing System.

IV. BIGGEST CHALLENGES FOR THIS POSITION

Managing diverse teams effectively while ensuring profitability and resource availability.

Being receptive to feedback and proactive in optimizing procedures.

Anticipating challenges and preparing strategic responses.

V. STRATEGIC INTERNAL RELATIONS

**Team**: Daily interactions for operational management.

**Head of Department**: Weekly strategic meetings and as-needed basis.

**Head of HR**: Biannual feedback and evaluations.

**CEO**: Feedback and evaluations as requested.

VI. STRATEGIC EXTERNAL RELATIONS

HR: Monthly or as requested inquiries on labor relations.

VII. SOFT SKILLS REQUIRED

Teamwork

Flexibility and Adaptability

Integrity

Customer Service

Communication

VIII. HARD SKILLS REQUIRED

**Project Management Software (ClickUp)**: Advanced

**Google Workspace, Budgeting, Spreadsheets**: Intermediate to Advanced

**Design Tools (Photoshop, Canva, Figma, Adobe XD)**: Intermediate

**Web Development (WordPress, HTML, CSS, PHP, JavaScript)**: Intermediate

Digital Marketing (SEO, Social Ads, Google Ads, Copywriting, Social Media Marketing): Advanced to Intermediate

**Analytics (Google Analytics, Conversion Tracking)**: Advanced

IX. JOB PROFILE

**Location**: [Specify location or note if remote] Salary Range: [Specify range] [Currency] Education & Expertise:
**Formal Education**: Bachelor’s Degree in Business Administration or related field preferred.

**Languages**: Fluent English required.

**Tech Requirements**:
**PC Specifications**: Processor: Intel® Core i7 or greater, Memory: 16GB RAM or greater

**Internet Connection**: Stable broadband connection with at least 20 Mbps upload and download speeds

**Other**: High-quality noise-cancelling headset, HD web camera
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