Oversee daily scheduling and service coverage to ensure accurate, high-quality services
Serve as the operational escalation point before issues reach the CEO
Own and improve standard operating procedures (SOPs) and ensure they are consistently followed
Manage the CRM so client and pipeline data are accurate, current, and useful for decision-making
Track and report weekly KPIs (such as fill rates, response times, and scheduling accuracy) to the CEO
Manage projects and lead a small internal team through regular 1:1s, clear expectations, and performance conversations
Coordinate with external vendors such as bookkeeper, CPA, payroll, and other service providers
Support pricing reviews, rate management, and contract proposals with a path to owning these areas over time
Ensure clear, proactive communication and consistent use of designated communication channels across the team
Support government compliance and security-related operational requirements in partnership with the CEO

3+ years of experience in operations, program management, or leadership in a small business or service-based environment
Experience managing people, including giving direct feedback and holding others accountable
Demonstrated ability to design, document, and improve processes and systems (SOPs, workflows, or similar)
Strong written and verbal communication skills, including proactive updates and reliable follow-through
Hands-on experience with CRM platforms and using data to guide business decisions
Comfortable working fully remote with structured check-ins rather than constant oversight
Able to work on a schedule aligned with U.S. Central Time business hours

Operations Manager – Interpreting & Accessibility Service

Key skills