Step Up

Compensation

Full Description

Position Overview: We are seeking a highly organized and detail-oriented Operations Manager to oversee and streamline our day-to-day operations. This role is ideal for a proactive, Type-A individual who excels in multitasking, thrives in fast-paced environments, and brings structure to chaos. The ideal candidate will play a critical role in ensuring smooth workflow and maintaining high customer satisfaction. This role also supports operational systems, workflows, and fulfillment processes to ensure consistency, accuracy, and scalability as the organization grows. Desired Skills: ● Detailed ● Organized ● Process Oriented ● Strong Time Management Skills ● Collaborative ● Self Starter Key Responsibilities: CRM Utilization & Operational Support: ● Use established CRM (HubSpot) workflows and automations to support billing, fulfillment, and reporting ● Maintain accurate data entry and status updates within the CRM ● Collaborate with sales on CRM processes and procedures ● Flag issues or gaps in workflows for review and correction Business Manager: ● Meet with the President bi-weekly to discuss operational items ● Meet regularly with the consultant project manager to ensure billing and customers are happy Customer and Sales Liaison: ● Oversee online orders and product delivery ● Work with sales to ensure appropriate billing and product is delivered ● Utilize the company's CRM to communicate company information ● Respond promptly to customer inquiries via email and other communication channels. ● Provide clear, professional, and timely resolutions to customer questions and concerns. Invoice & Billing Oversight: ● Oversee invoicing processes to ensure accuracy, timeliness, and alignment with approved proposals ● Coordinate with leadership on billing exceptions and corrections ● Maintain visibility into outstanding balances and follow up as needed Shipping Coordination: ● Oversee product shipping, ensuring accuracy, timeliness, and customer satisfaction. ● Coordinate with the team to address any shipping-related issues. Project and Event Management: ● Manage client projects and product/service timelines, ensuring deliverables are met. ● Serve as a liaison between clients and internal teams to align expectations and track progress. ● Provide coordination/support for company and client events ● Support operational coordination for company events and conferences, ensuring timelines and deliverables are met Operations Support: ● Work closely with the Operations Director to identify and implement process improvements. ● Provide regular updates and reports on operational metrics. ● Assist in policy creation and adherence to operational best practices. ● Support documentation and enforcement of established operational processes ● Manage day-to-day operational tasks once workflows are defined ● Provide reporting and follow-through on assigned operational initiatives ● Escalate system or process gaps to leadership as identified Digital Product Fulfillment & Systems Coordination: ● Manage the distribution of digital products to ensure customers receive correct access through the CRM ● Utilize the CRM System to track fulfillment status and completion ● Troubleshoot fulfillment issues and coordinate resolution across teams ● Work with the Sales Team and Client Services Director to ensure proposals, invoicing, and product delivery align Membership Oversight: ● Oversee membership setup, renewals, and fulfillment ● Ensure members receive appropriate access, communications, and materials ● Maintain accurate membership records within the CRM ● Coordinate with leadership on membership questions or exceptions Skills & Qualifications: ● Organizational Excellence: Proven ability to manage multiple tasks, prioritize responsibilities, and maintain attention to detail. ● Communication Skills: Strong written and verbal communication skills; able to interact effectively with customers, team members, and vendors. ● Problem-Solving: Resourceful and solutions-oriented; able to anticipate and resolve issues proactively. ● Technical Proficiency: Familiarity with invoicing tools (e.g., QuickBooks, Monday.com) and proficiency in Microsoft Office/Google Workspace. ● Customer-Focused: Commitment to providing excellent service and maintaining positive client relationships. ● Collaborative Mindset: Works well within a team and contributes to a positive workplace culture. Preferred Qualifications: ● Previous experience in HubSpot, CRM systems, operations, customer service, or project management. ● Experience with workflow and process improvement. ● Familiarity with client relations and working on a team. Preferred Qualifications: ● Previous experience in HubSpot, CRM systems, operations, customer service, or project management. ● Experience with workflow and process improvement. ● Familiarity with client relations and working on a team.