Operations Lead

Location

Remote | Canada

Job description

We are looking for a digital marketer with operational experience. You will be in charge of defining, implementing, and monitoring new processes and initiatives aimed at optimizing the success of our Growth calls. 

You are creative, can adapt to different situations quickly, are handy with technology, are data-driven, and have great organizational abilities. You also have a fluent level of English (spoken and written), and have excellent written and spoken communication skills that enable you to forge meaningful relationships.

Please note that this role is fully-remote, based in Latam.

Key Responsabilities:

• Collaborate with the Growth Marketing Lead and Product Manager to define, implement, and monitor new processes and initiatives aimed at optimizing the success of our Growth Calls where success is measured by:

  • Attendance of calls

  • Progress on the Growth Program onboarding

  • Progress on the Growth Strategy tasks

  • Customer feedback on Growth Program

  • Growth Customers Retention

• Utilise Planhat CSM to effectively roll out and monitor these initiatives, ensuring seamless coordination with the Product Manager for creating

  • Playbooks and automations

  • Comprehensive reports

• Handle administrative tasks including reconciliation of working hours and invoices, planning and implementation of agent schedules on Calendly.

• Optimise calendars for Growth Calls, including rescheduling, reassignments, and planning for holidays and unexpected absences, ensuring uninterrupted service.

• Develop and maintain a deep understanding of our CSM to provide insightful guidance to the Growth Team when it comes to customer edit requests.

• Develop and maintain a deep understanding of our internal processes including Customer Experience, Onboarding, retention processes and others.

• Proven experience in managing operations for teams of 10+ people.

• Solid background in implementing, documenting, training, and rolling out processes in the Digital Marketing space.

• Demonstrated ability to improve the efficiency of team operations

• Proficiency in spreadsheets, CRMs, and CSMs.

• Self-motivated with the ability to initiate tasks and work independently.

• Data-driven approach with strong analytical skills.

• Excellent problem-solving skills, capable of working autonomously and addressing issues with minimal reliance on other teams.

• Knowledge of popular CMS platforms

• Excellent communication and interpersonal skills.

• Experience in a coaching or mentoring role.

• Familiarity with project management methodologies and project management tools.

• Ability to thrive in a fast-paced and dynamic environment.

Job tags

Salary