Operations Manager

The Operations Manager runs the agency’s internal operating system: delivery discipline, capacity planning, process improvement, cross-team coordination, and operational reporting. This role ensures projects ship on time, teams follow standards, bottlenecks are removed quickly, and leadership has visibility into performance, risks, and resourcing. Success means predictable delivery, stronger execution discipline, and scalable processes that protect quality and profitability. Key Responsibilities Delivery Operations & Execution Discipline Own the agency delivery operating rhythm (weekly planning, daily/weekly check-ins, status reporting). Ensure all client projects have clear scope, owners, timelines, and acceptance criteria in Zoho Projects. Monitor delivery health across accounts: deadlines, dependencies, blockers, and quality risks. Escalate and resolve delivery issues fast (resource shifts, scope renegotiation, client expectation management). Process Design & Standardization Build and enforce SOPs for core workflows: onboarding, briefing, creative QA, development QA, approvals, and change requests. Standardize templates and checklists (briefs, status reports, meeting notes, handoffs). Reduce rework by improving inputs (brief quality) and enforcing QA gates. Capacity Planning & Resource Management Track team capacity and allocation across departments (creative, marketing, dev, media). Plan staffing needs and hiring requests with HR/CEO based on pipeline and workload. Manage freelancers/vendors workflow (contracts, deliverables, approvals, payments coordination). Client Operations Support (with Account Team) Support Account Managers by ensuring internal teams deliver on client commitments. Improve client communication cadence: weekly updates, approvals tracking, and risk alerts. Ensure change requests are documented, priced (if needed), and approved before work starts. Metrics, Reporting & Continuous Improvement Build operational dashboards: on-time delivery, utilization, rework, QA pass rate, and project profitability inputs. Run root-cause analysis on delays and recurring issues; implement fixes. Create quarterly ops improvement roadmap and track implementation. Admin & Vendor/Office Operations (as needed) Oversee office operations and procurement as needed (supplies, vendors, subscriptions). Coordinate IT/ops requests and ensure business continuity basics (tools, access, backups). Requirements 5+ years operations/project delivery leadership (agency or professional services preferred). Strong project management discipline and ability to run cross-functional teams. Excellent follow-up, prioritization, and escalation judgment. Strong communication in Arabic + English (business level). Strong analytical skills: can track metrics and improve processes. Experience with PM tools and workflow design (Zoho Projects is a plus).