Operations Manager

Job Description: Operations Manager

Role: Operations & Client Success Manager
Location: Remote
Type: Full-time

1. Role Overview
We are seeking an organized and proactive Client Coordinator / Operations Manager to bridge international clients (Founders, Doctors, Lawyers, Financial Advisors, Real Estate Agents) and our internal video editing team.

You will be responsible for end-to-end workflow management across various retainer tiers (Pod, Apex, Megalodon), ensuring client satisfaction, strict turnaround time (TAT) adherence, and maintaining impeccable production records across all active accounts.

2. Key Responsibilities & Day-to-Day Tasks

Smooth Coordination Between Client & Editor

• Act as the direct operational liaison between international clients and video editing teams.
• Receive raw video footage, client briefs, and brand assets; translate them into precise, structured edit instructions for editors.
• Oversee style executions including Interview, Presenter, Screencast, and Showcase edits.
• Manage intake for specialized add-ons such as Audio Podcast Masters, Multi-Language Subtitles, and Platform Formatting Packs.
• Coordinate revision rounds (enforcing standard 1-round client limits), collect feedback via Frame.io, and ensure feedback is implemented accurately prior to final delivery.

Record Maintaining

• Organize and manage cloud directory structures (Google Drive, Frame.io) for raw assets, working files, and final exports.
• Maintain live tracking dashboards detailing active client packages, monthly deliverable quotas, content calendars, and custom brand preferences.
• Document asset handoffs and preserve client-specific design presets, color profiles, and typography guidelines.

Tracking Daily, Weekly, and Monthly Work

• Monitor daily editing queues and deliverable pipelines across long-form videos, short-form reels/shorts, and custom thumbnails.
• Conduct weekly and monthly work audits to compare output against client tier scopes:
• Pod Plan: 2 Long-Form Videos, 12 Shorts, 14 Thumbnails.
• Apex Plan: 4 Long-Form Videos, 16 Shorts, 20 Thumbnails.
• Megalodon Plan: 8 Long-Form Videos, 28 Shorts, 36 Thumbnails.

Deadline & Target Management

• Strictly enforce delivery Turnaround Times (TAT):
• Short-Form Content: 24–36 hours.
• Long-Form Content: 48–72 hours.
• Rush / Priority Orders: 24-hour turnaround.
• Proactively identify and resolve production bottlenecks to ensure monthly output targets are met across all active client accounts.

3. Skills & Qualifications
Core Competencies

• Communication: Outstanding written and verbal English communication skills with direct experience managing international, client-facing interactions.
• Project Management: Superior multi-tasking, organizational, and queue-management skills under tight operational schedules.
• Domain Knowledge: Understanding of video editing workflows, social video formats (Instagram Reels, YouTube Shorts/Long-form, LinkedIn Video), and digital asset management.
• Technical Proficiency: Hands-on experience with project management and media tools, including Google Workspace, Frame.io, Notion, or Trello.
• Problem Solving: Strong analytical thinking with the ability to resolve client feedback friction and editor bottlenecks calmly and efficiently.

Education

• Bachelor's degree in any field of study.
• MBA is a Plus: Demonstrated understanding of agency operations, client retention strategies, margin management, and account scaling is highly valued.

4. Working Hours & Schedule

• Expected Schedule: Full-time availability with structured daily check-ins and queue management hours.
• Time Zone Alignment: Flexible working schedule with dedicated overlapping windows to seamlessly communicate with international clients across USA, Europe, UAE, and Australia time zones.

5. Compensation & Salary Structure

• Base Salary: Competitive monthly base salary benchmarked to candidate experience and operational expertise.
• Performance Incentives: Account retention bonuses, SLA compliance incentives, and performance-based commission structures.