Operations Manager

Role Overview

This position partners closely with the Founder to turn strategy into day-to-day execution and build an organization that can scale with clarity, ownership, and consistency. The role carries responsibility for operational excellence across the business, with a focus on improving hiring, training, quality, execution, and company-wide standards as the company expands. The ultimate objective is to keep the organization running at a consistently high level every day.

Key Responsibilities

Lead company operations end to end, align all departments around shared priorities, and keep major initiatives moving on time. Run weekly leadership meetings, identify bottlenecks early, and solve issues before they grow into larger problems. Translate the Founder’s vision into quarterly and annual operating plans.

Talent Acquisition and Team Building

Own the full hiring function and help establish a reputation for bringing in exceptional talent. This includes workforce planning, drafting job descriptions, creating scorecards, conducting values-based interviews, checking references, managing offers, making compensation recommendations, onboarding new hires, and setting up first-90-day success plans.

Training and Development

Create scalable learning systems that help employees understand expectations and perform at a high level. Build SOPs, playbooks, the company handbook, department manuals, video training, role-specific onboarding, management training, leadership development, and ongoing education programs.

Performance and Accountability

Design and manage KPI frameworks, department scorecards, weekly metrics, quarterly goals, performance reviews, accountability meetings, coaching plans, and performance improvement plans when necessary. The role should make accountability a normal part of the company culture.

Quality and Company Standards

Protect the brand by maintaining consistency across service delivery and internal processes. Own quality assurance, service standards, internal audits, process compliance, client experience, employee standards, documentation, and continuous improvement efforts. As the company grows, quality should rise rather than slip.

Project Leadership

Oversee major company initiatives from start to finish, including technology rollouts, AI initiatives, website builds, mobile app projects, new service launches, departmental improvements, vendor integrations, and internal infrastructure work. Ensure projects are completed on schedule, within scope, and at the expected standard of quality.

Escalations and Cross-Functional Leadership

Handle operational escalations involving clients, employees, vendors, process breakdowns, service recovery, and cross-department conflicts. The Founder should only need to step in when absolutely necessary. Direct leaders across member experience, travel operations, experiences and programming, marketing, sales operations, finance operations, talent and HR, administrative operations, and technology vendors or implementation partners.

Success Measures

Performance will be evaluated based on the quality of hires, employee retention, speed to productivity, client satisfaction, member retention, project delivery rate, SOP completion, KPI achievement, departmental efficiency, escalation resolution time, gross margin improvement, and leadership effectiveness.

Ideal Candidate

The right person will have at least 5 years of operations leadership experience in a fast-growing business, along with a background in scaling service-based companies. They should bring strong hiring instincts, a systems-oriented mindset, comfort with data, a process-driven approach, high emotional intelligence, coaching ability, calmness under pressure, strong written communication, and solid project management skills. They should naturally create accountability, make difficult decisions when needed, and build trust across teams.

Core Traits

Key personal qualities include extreme ownership, high standards, disciplined execution, a builder mindset, sound judgment, strong business sense, exceptional organization, bias toward action, integrity, humility, and a commitment to continuous improvement.

Application Process Notice

For a fair and orderly hiring process, all communication must go through the official application route. Direct outreach to the Founder about this role will not be considered.