Description:
The Operations Manager owns the full client lifecycle - from the moment a contract is signed to the moment it renews. You will build the processes, playbooks, and quality systems that allow Revlyn to deliver consistently excellent results as we grow.
This is a builder role. There is no existing playbook. You are writing it.
What You Will Own
Client lifecycle systems
- End-to-end process flows: lead to contract, contract to go-live, go-live to ongoing management
- Sales-to-delivery handoff protocol — the Client Brief, the SLA, the escalation path
- Client onboarding playbook — week-by-week, with completion criteria
Quality and reporting
- QA checkpoint schedule for every active account — Week 1, Week 2, Day 30, Day 60, Day 90
- Monthly client report template that shows business impact, not just platform metrics
- Quarterly Business Review (QBR) template and delivery cadence
- Internal weekly dashboard: MRR, pipeline, accounts in onboarding, accounts at risk
Account management infrastructure
- Account health scoring model — every active client is scored monthly across five dimensions
- Account manager capacity tracking and performance standards
- Client handoff protocol when an account transitions between team members
Service line documentation
- PPC management — campaign architecture, optimization cadence, performance benchmarks
- Listing optimization — audit framework, copy standards, revision workflow
- Ad + content — brief template, approval workflow, performance measurement
- Brand management — share-of-voice tracking, competitive analysis cadence
- Product launch — pre-launch checklist, launch campaign structure, post-launch cadence
What We Are Looking For
- 7+ years in operations, agency management, or account management
- You have built process documentation from scratch - SOPs, playbooks, workflow maps
- You are comfortable owning a project end-to-end without being told what to do next
- Strong written communicator - you can write a client report and an internal SOP with equal clarity
- Experience with project management tools: Notion, Asana, ClickUp, or similar
- Familiarity with GHL (GoHighLevel) CRM
- You can work across EST and PKT time zones