Operations Specialist

As we take on enterprise accounts and hire into service teams at pace, the systems that hold client delivery together are being rebuilt ad hoc by team leads in Google Sheets, outside Notion, and outside anyone's line of sight but the account lead's. We need to centralize workflow development and ensure teams are trained and supported in existing systems.

This Operations Specialist will operate across client operations: onboarding and offboarding; workflow refinement, maintenance, training, and client tailoring; compliance and usage across service teams.

Ongoing Responsibilities

1. Client Operations

• Onboarding & offboarding. Own the operational backend for new and departing clients: kick-off and offboarding coordination, documentation and credential access, access revocation, and the integrity of our client databases throughout.

• Client success support. Serve as the operational counterpart to account leads, keeping delivery infrastructure current as scopes, teams, and client needs change.

  • When an enterprise client signs, embed with that account and team through the first 30–60 days, when a newly assembled team is competent but not yet confident in our systems.

  • Tailor systems to the client. Build the views, dashboards, and structures a specific client needs inside our stack, so uniform solutions live in Notion and remain visible to leadership.

• Staffing upkeep. Partner with Service Directors on staffing changes, capacity tracking, and the staffing ledger as restaffing, change orders, and offboardings arise.

2. Operational Platform Ownership

• Proactive systems adoption. Assess day-over-day application of our systems by teams, and intervene before workarounds calcify.

• Understand our service teams and operate as their operational partner, knowing their workflows better than anyone outside the team.

• Audit and build workflows. When a team needs a new workflow, you scope it, assist building it, and own it rather than routing it back to them.

• Compliance and training. Keep your teams trained on and compliant with the project management system, and own the escalation path when they are not.

• Onboard new hires onto the project management system and into the operational rhythm of their team.

• Platform support. Serve as a go-to for Notion troubleshooting, database hygiene, and structural questions across the agency.

3. Internal Operations

• Automations. Build and maintain automations across the internal stack (Notion, Slack, Google Workspace, Fireflies, and our automation platform) that remove manual work.

• Documentation. Write SOPs and training material for what you build, so processes run without you in the room.

• Operational initiatives. Contribute to company-wide operational projects alongside the Director of Operations and peers within the team.

Growth Path

This role is part of a specialized Operations track. As Operations scales, Specialists grow into Operations Leads who own a defined segment of the business and are directly responsible for the specialized workflows and tooling that segment runs on.

Core Competencies

Must-Have: Hard Skills

• Experience in a client-facing operations, account management, or project management role, ideally at an agency or with DTC / e-commerce brands.

• Applied experience using AI tools to improve operational speed and output quality.

• Professional-level competency in Notion: databases, relations, rollups, views, permissions, and the judgment to know when a structure is wrong.

• Hands-on experience building automations end to end (Zapier, Make, n8n, or similar), including API-based integrations across SaaS tools.

• Strong communication in English, written and verbal: SOPs, training material, and async updates people actually follow, plus the confidence to present to executive stakeholders.

Must-Have: Soft Skills

• Ownership instinct. Takes a problem end to end without waiting to be assigned it, and treats what they build as theirs to maintain rather than hand off. Resourceful and autonomous; prefers ownership to supervision.

• Growth mentality. Wants the role to outgrow its current shape, seeks feedback directly, and takes on scope slightly before being ready for it.

• Exceptionally organized, with the attention to detail to catch what others miss before it reaches a client.

• Energized by new tools and technology. Picks up unfamiliar platforms fast and enjoys building systems in them rather than waiting to be trained on them.

• Comfortable holding peers to a standard without escalating every time.

Nice-to-Have

• Familiarity with agency service models across paid media, creative, retention, or marketplaces.

• Experience supporting enterprise accounts through onboarding.

• Background in process documentation, SOP libraries, or knowledge management.