About the job
hireframe is on the lookout for a meticulous and seasoned Operations Manager to spearhead and enhance our core operational processes within our professional services and accounting firm. This fully remote position will closely collaborate with the CEO and leadership team to guarantee seamless service delivery, robust internal operations, and exceptional client satisfaction.
The perfect candidate will be driven by processes, possess keen attention to detail, and have a proven track record of managing people, systems, and workflows across Human Resources, Workforce Management, Client Success, and Administrative Operations.
Duties and Responsibilities
Human Resources & Team Operations
- Process bi-monthly payroll while ensuring precise tracking of PTO and sick leave.
- Facilitate weekly team meetings and lead initiatives to boost team engagement and appreciation.
- Oversee bi-annual performance reviews and track team Objectives and Key Results (OKRs).
- Coordinate smooth onboarding for new team members, encompassing internal training and IT setup.
- Manage training budgets and evaluate ongoing team training requirements and professional development aspirations.
Workforce Management & Capacity Planning
- Examine team time tracking, utilization, and productivity metrics.
- Prepare client time reports and budget analyses.
- Manage adjustments to client budgets and transitions in team assignments.
- Strategize for future hiring needs and assist in capacity planning for new client onboarding.
- Oversee team scheduling, availability, and time-off tracking.
Client Success & Quality Assurance
- Facilitate new client onboarding processes, coordinating personnel and IT requirements from contract signing to the first monthly check-in.
- Monitor client engagement metrics and conduct annual client satisfaction surveys.
- Oversee recurring Quality Assurance (QA) evaluations and uphold SOP standards across the firm.
Administrative, IT & Internal Operations
- Prepare and analyze monthly invoices while managing collections processes.
- Handle new user provisioning and manage internal IT ticketing.
- Optimize cloud platform usage and minimize internal system inefficiencies.
- Maintain ownership of client and team databases within Airtable.
- Support marketing operations by adhering to brand standards and managing the referral program.
- Own internal SOP documentation, leading communication, training, and change management for process improvements.
