Senior Operations Manager — Digital Marketing

Experience: 6–8 years in operations, preferably in a digital marketing agency or creative services business.

Location: Remote

Working Hours: 5:30 PM – 2:30 AM IST (aligned with Canadian client hours)

Compensation: ₹50,000/month base + performance-linked bonus tied to client retention, team utilization, innovation milestones, and quality of hires

About Us:

We are a 360-degree digital marketing agency serving mortgage agents across Canada. We run a full stack of services for our clients: website design and development, video production, creative design, GoHighLevel CRM configuration and optimization, Facebook and Google Ads, Google My Business management, weekly newsletters, content, and organic outreach across Facebook, LinkedIn, Instagram, and TikTok on behalf of our clients. We have 40 active clients and a team of 25+ specialists organized into dedicated pods for each service line.

Why This Role Exists

We've built the teams. We've built the client base. What we need now is someone who owns the operational heartbeat of the agency — the person who makes sure every service line is running at its best, every process is documented, every quarter we're delivering something better than the quarter before, and every new hire is someone who raises the bar.

This is not a role for someone who wants to coast on past experience. It's a role for someone who still gets excited about fixing things, raising standards, and building something that runs beautifully.

The Four Pillars of This Role

1. Quality Assurance — Make Sure Everything Runs Smoothly Across all nine service lines (website, video, creative design, CRM, performance marketing, GMB, newsletters, content, organic outreach), you are the person who ensures the work is being done the ideal way — not just the "done" way. You spot when a video editor is taking four hours on a one-hour task, when an ad account hasn't been optimized in three weeks, when a CRM workflow is broken, or when a PM has overcommitted on a client call. You hold the two Project Managers accountable for client commitments, including reviewing recorded client calls and Google Meets (using AI transcription tools) to catch issues before the client does.

2. Innovation — Keep Making Things Better You drive a continuous improvement cadence across every service line. New video formats and hooks. New creative styles. New organic outreach strategies. Better GoHighLevel automations. Smarter ad structures. Fresher newsletter formats. You bring data and emerging tools and AI into the conversation and push each pod to experiment, measure, and adopt what works. Innovation is not a quarterly offsite — it's weekly practice.

3. Documentation — SOPs That Stay Alive Every service line has a documented SOP under your ownership. When innovation changes how we do something, the SOP is updated the same week — not six months later. New team members can onboard from the documentation. Quality checks are run against the SOP. Nothing lives only in someone's head. You treat documentation as a living system, not a one-time project.

4. Talent — Hire People Who Raise the Bar The single biggest lever for our growth is who we hire next. You own the end-to-end hiring process across all service lines — writing JDs, sourcing, screening, running technical evaluations, assessing cultural fit, and making the final recommendation to the founder. You dig deep: Are they genuinely skilled, or just good at interviewing? Are they up to date with where their craft is going, or stuck in 2020 playbooks? Will they thrive in our team's pace and standards? A bad hire costs us months — a great hire compounds for years. You treat every hiring decision with that weight.

What You'll Own

• End-to-end delivery health across all 40 clients — quality, turnaround times, and commitments made vs. kept
• Accountability and coaching for two Project Managers, including reviewing their client calls and Google Meets
• Direct client communication with our North American clients — accompanying Project Managers on key client calls to observe how relationships are being managed, and independently conducting client feedback calls, satisfaction surveys, and quarterly business reviews to get honest, unfiltered input on how we're performing as a company
• Team utilization and productivity across all nine service pods
• A live SOP library for every service line, continuously updated as processes evolve
• A structured innovation cadence — weekly experiments, monthly reviews, quarterly rollouts of what works
• The full hiring pipeline: sourcing, screening, technical evaluation, cultural fit assessment, and final recommendations
• Regular audits of ad accounts, CRM health, newsletter performance, GMB listings, website uptime, and organic outreach metrics
• Weekly operational dashboards and monthly strategic reviews to the founder

Who You Are

• 6–8 years of operations experience in a digital marketing agency, creative agency, or similar services business with multiple concurrent clients
• Hands-on experience serving North American clients (Canada or US) is required. Experience with UK or Australian clients is a strong plus if paired with some Western-market exposure
• Excellent spoken and written English, with the confidence and polish to represent the agency directly to North American clients on calls — including observing PM-led calls, leading feedback conversations, and running client satisfaction surveys. You should be the kind of person a client instinctively trusts within the first five minutes of a call.
• You've managed or closely worked with cross-functional creative and performance marketing teams
• You have a real track record of hiring — you've personally screened, evaluated, and built teams, and you have a point of view on what separates a great hire from a mediocre one
• You understand the economics of agency work — utilization, turnaround times, scope creep, and client retention
• Comfortable with performance marketing (Google Ads, Meta Ads), CRM workflows (GoHighLevel or similar), video and creative production pipelines, and organic social strategy — you don't need to execute, but you need to know when something is off, and you need to know enough to evaluate whether a candidate can actually do the job
• You've built SOP libraries from scratch and kept them alive through multiple iterations
• Genuine interest in what's new — AI tools, content trends, ad platform changes — and a habit of bringing them into your team
• Direct, structured, and unafraid to hold senior team members accountable
• Hungry. Still learning. Not looking for a comfortable chair

Bonus Points For

• Hands-on experience with GoHighLevel
• Familiarity with AI meeting tools (Fireflies, Otter, Gong) and project management platforms (ClickUp, Asana, Monday)
• Exposure to the mortgage, real estate, or financial services vertical

How to Apply

Please complete our short application form https://forms.gle/iSQ2337z8nDZjnE46

Applications without the 2-minute Loom video will not be reviewed.