About the Role
We are seeking a detail-oriented and proactive Operations Manager to support our fast-growing virtual assistant company. This role is designed to bridge the gap between client-facing roles and VA (Virtual Assistant) operations—ensuring that quality, accountability, and team productivity are upheld across the board.
You will work closely with Client Success Managers (CSMs) to maintain high service standards, manage assistant performance, and handle internal quality audits. The ideal candidate thrives in process-driven environments, has a sharp eye for detail, and is capable of guiding a small team of VAs with consistent leadership and oversight.
Key Responsibilities
- Team Oversight: Manage a pod of 5–20 VAs, ensuring timesheets, attendance, productivity, and deliverables are in line with client expectations.
- Performance Monitoring: Conduct quality checks via Hubstaff/Time Doctor (e.g., reviewing screenshots, activity levels, and task logs).
- Issue Resolution: Investigate client-facing or internal issues flagged by the team or system. Coordinate findings with the CSM and prepare follow-ups or improvement plans.
- Training Support: Oversee onboarding and upskilling of new VAs. This includes shadowing, live correction, and gradual delegation until full handoff.
- Process Improvement: Proactively identify operational bottlenecks and recommend SOP improvements or automation tools.
- Client Reporting: Consolidate updates, performance summaries, and insights for clients (though not directly client-facing, you may support calls or be on Zoom for context gathering).
- Team Communication: Serve as the communication bridge between CSMs and VAs, escalating only when necessary.
- Backfill Readiness: In the event a VA is unavailable, step in to support urgent deliverables or transition tasks to others.
Qualifications
- Prior experience as a Team Lead, Operations Manager, or similar in a BPO or VA company
- Strong understanding of time tracking tools like Hubstaff or Time Doctor
- Comfortable managing teams remotely and handling asynchronous workflows
- Excellent attention to detail and problem-solving skills
- Strong organizational and communication abilities (neutral English accent preferred)
- Experience with tools like Google Workspace, Excel, SmartMoving (a plus), and SOP documentation software (e.g., ScribeHow, Loom)
Preferred Traits
- Ability to work independently with minimal supervision
- Not afraid to dig into data (e.g., spreadsheets, task trackers)
- Able to wear multiple hats in a lean startup environment
- Comfortable navigating gray areas in customer service and decision-making
About the Role
We are seeking a detail-oriented and proactive Operations Manager to support our fast-growing virtual assistant company. This role is designed to bridge the gap between client-facing roles and VA (Virtual Assistant) operations—ensuring that quality, accountability, and team productivity are upheld across the board.
You will work closely with Client Success Managers (CSMs) to maintain high service standards, manage assistant performance, and handle internal quality audits. The ideal candidate thrives in process-driven environments, has a sharp eye for detail, and is capable of guiding a small team of VAs with consistent leadership and oversight.
Key Responsibilities
- Team Oversight: Manage a pod of 5–20 VAs, ensuring timesheets, attendance, productivity, and deliverables are in line with client expectations.
- Performance Monitoring: Conduct quality checks via Hubstaff/Time Doctor (e.g., reviewing screenshots, activity levels, and task logs).
- Issue Resolution: Investigate client-facing or internal issues flagged by the team or system. Coordinate findings with the CSM and prepare follow-ups or improvement plans.
- Training Support: Oversee onboarding and upskilling of new VAs. This includes shadowing, live correction, and gradual delegation until full handoff.
- Process Improvement: Proactively identify operational bottlenecks and recommend SOP improvements or automation tools.
- Client Reporting: Consolidate updates, performance summaries, and insights for clients (though not directly client-facing, you may support calls or be on Zoom for context gathering).
- Team Communication: Serve as the communication bridge between CSMs and VAs, escalating only when necessary.
- Backfill Readiness: In the event a VA is unavailable, step in to support urgent deliverables or transition tasks to others.
Qualifications
- Prior experience as a Team Lead, Operations Manager, or similar in a BPO or VA company
- Strong understanding of time tracking tools like Hubstaff or Time Doctor
- Comfortable managing teams remotely and handling asynchronous workflows
- Excellent attention to detail and problem-solving skills
- Strong organizational and communication abilities (neutral English accent preferred)
- Experience with tools like Google Workspace, Excel, SmartMoving (a plus), and SOP documentation software (e.g., ScribeHow, Loom)
Preferred Traits
- Ability to work independently with minimal supervision
- Not afraid to dig into data (e.g., spreadsheets, task trackers)
- Able to wear multiple hats in a lean startup environment
- Comfortable navigating gray areas in customer service and decision-making