Operations Manager / Chief of Operations (COO)

Mission: scale KPI Creatives from 10 to 30 monthly active clients and from 10 to 20 team members using systems, automation, and AI

The Operations Manager / COO is responsible for end-to-end operational excellence and controlled scaling of KPI Creatives.

This is not an administrative role.

This is a systems, execution, automation, and scale role.

Your core challenge:

Scale the agency from ~10 to 30 active clients and from ~10 to 20 team members — without chaos, margin loss, or quality drop.

Your Mission

You will:

• Turn strategy into execution
• Turn growth pressure into stable systems
• Scale delivery, team, and margins using automation and AI
• Build an operation where growth does not equal manual overhead

You ensure that what we sell is exactly what we deliver — on time, at margin, and at quality — even as volume and team size double.

Key Responsibilities

1. Operational Leadership & Scale

• Own daily, weekly, and monthly operations of the agency
• Translate company strategy into executable operational plans

• Design and operate a system capable of scaling:
   

  • Clients: 10 → 30+
  • Team: 10 → 20+

   

• Build an operational structure that scales non-linearly (systems > headcount)
• Act as the operational counterbalance to sales and growth

2. Delivery System & Production Management
 

• Own and evolve the batch-based delivery model

• Ensure predictable, on-time delivery across:

   

  • Content systems
  • Video production
  • Websites
  • SEO / GEO
  • AI-based deliverables

   

• Manage complexity as volume grows:

   

  • Workload balancing
  • Dependency mapping
  • Bottleneck prevention

   

• Ensure delivery quality remains stable at 30 clients, not just at 10

3. Process, SOP & AI-First Operations

Design, document, and enforce SOPs that are automation-ready and AI-compatible, including:

• Scalable client onboarding
• Monthly production cycles
• Content & video pipelines
• Website & SEO delivery
• QA, approvals, and revision control

You will:

• Replace manual coordination with AI pipelines
• Continuously refine processes using:
  • Delivery data
  • Error rates
  • Throughput metrics

  • Team feedback

     

4. Team & Capacity Management (10 → 20 People)

• Manage project managers, producers, and operational leads
• Coordinate a hybrid remote team (in-house + contractors)
• Plan and forecast capacity growth from 10 to 20 team members

• Decide when to:

  • Hire
  • Outsource
  • Automate

   

• Ensure role clarity, ownership, and load balance as the org grows

5. Client Operations & Retention at Scale

• Own operational client experience across all touchpoints

• Partner with Client Service Director on:

  • Escalations
  • Scope protection
  • Expectation management

   

• Reduce churn through:

  • Predictable delivery
  • Clear processes
  • Transparent capacity limits

   

• Ensure sales promises match operational reality

6. Financial & Performance Control

• Control operational costs as team and volume grow
• Track unit economics per client and per batch
• Monitor margins while scaling from 10 → 30 clients

• Work with CEO on:

  • Pricing logic
  • Packaging
  • Capacity-based growth planning

   

• Ensure profitability scales faster than complexity

7. AI Pipelines & Automation (Core Responsibility)

This role owns internal automation.

You will:

• Design and implement AI-driven production pipelines

• Reduce manual work in:

   

  • Content preparation
  • QA
  • Reporting
  • Project coordination

   

• Integrate AI into:

   

  • Project management
  • Quality control
  • Performance tracking

   

• Continuously replace people-dependent processes with systems

Key KPIs for This Role

• On-time delivery rate
• Client scale success (10 → 30 without delivery failure)
• Team scale efficiency (10 → 20 without margin erosion)
• Client retention rate
• Production cycle time
• Cost per unit of content
• Team utilization rate
• Operational margin
• Automation coverage (% of processes automated)
• Error & rework rate

Ideal Candidate Profile

Required Experience

• 3+ years in operations, delivery, or COO role
• Digital agency, production studio, SaaS, or subscription business
• Experience scaling both clients and team size
• Strong background in process design and operational systems

Strong Advantage If You Have

• Experience scaling operations:

  • Clients: ~10 → 30+
  • Team: ~10 → 20+

   

• Productized services or retainer models
• Creative, video, or content teams
• SEO / GEO / website delivery workflows
• Hands-on experience with AI tools and automation platforms

Core Skills

• Systems thinking
• Operational discipline
• Automation mindset
• Clear communication
• Data-driven decision-making
• High ownership
• Calm execution under growth pressure

Personality Fit

• You build structure where others panic
• You think in flows and systems, not tasks
• You are comfortable saying “no” to protect delivery
• You value leverage over heroics
• You care about results, not process theater

What We Offer

• Key leadership role in a scaling agency
• High autonomy 
• Remote-first setup
• Competitive compensation (fixed + performance-based)
• Clear path toward full COO / ecosystem-level leadership