Manager, Operations

Go Fish Digital

10d•Hybrid

About The Position

Go Fish Digital is where digital marketing meets clarity, creativity, and scale. As we grow and integrate our teams, we are strengthening the operational infrastructure that helps excellent client work happen consistently. The Operations Manager will play a hands-on role in making the agency’s systems and processes work accurately and reliably every day. This person will coordinate critical client transitions, maintain core operational platforms, support team members, improve workflows, and help ensure established processes are followed. This is not a passive administrative role. You will be expected to take ownership, exercise judgment, identify recurring problems, and follow work through to completion.

Requirements

Approximately four to seven years of experience in agency operations, business operations, client operations, project management, revenue operations, or a related field.
Experience in a marketing agency, professional-services organization, or multi-client environment strongly preferred.
Experience administering CRM, project-management, workflow, or reporting platforms.
Demonstrated experience documenting, improving, or supporting cross-functional business processes.
Strong attention to detail and the ability to maintain accurate information across interconnected systems.
Ability to manage recurring responsibilities while also completing improvement projects.
Strong follow-through, with the ability to anticipate risks, manage dependencies, and complete work without repeated reminders.
Sound judgment about when to solve independently, seek input, or escalate.
Practical experience using generative AI, automation, or workflow tools to improve business processes.
Ability to test AI-supported workflows thoughtfully and recognize where human review is required.
Comfort learning new systems and translating technical capabilities into practical workflows.
Curiosity and commitment to continuously strengthening technical skills.
Strong written communication and process-documentation skills.
Ability to communicate requirements, decisions, and next steps clearly across teams.
Confidence following up, requesting corrections, and maintaining established standards.
A responsive, service-oriented mindset balanced with disciplined prioritization and accountability.

Responsibilities

Coordinate the operational requirements for client onboarding, offboarding, cancellations, service changes, and other significant client transitions.
Ensure required information, documentation, approvals, owners, timelines, and system updates are complete and aligned.
Support reliable handoffs among sales, finance, client strategy, project management, and delivery teams.
Follow up directly on outstanding requirements and escalate material or repeated issues as appropriate.
Administer and maintain Salesforce, SCOPE, ClickUp, and other core operational platforms, ensuring client, opportunity, scope, and project information remains accurate and current.
Perform recurring audits and reconciliations to identify stale, incomplete, duplicated, or inconsistent information and coordinate corrections with responsible stakeholders.
Maintain clear system-usage standards, field definitions, documentation, and controls.
Support workflows and integrations that connect sales, client, delivery, and financial information.
Serve as a responsive first point of contact for operational questions and requests, prioritizing work based on business impact, urgency, risk, and established expectations.
Resolve routine issues independently and communicate requirements, decisions, and next steps clearly.
Identify recurring requests or breakdowns that should be addressed through stronger processes, training, documentation, or automation.
Reinforce accountability for established processes by flagging noncompliance, requesting correction, and escalating repeated or material issues through the appropriate channels.
Draft and maintain SOPs, playbooks, templates, checklists, and training resources that make operational expectations clear and easy to follow.
Map and improve workflows by identifying unclear ownership, unnecessary steps, missing controls, and recurring failure points.
Support process rollouts, training, adoption, and ongoing maintenance.
Participate in retrospectives and continuous-improvement initiatives, ensuring agreed-upon actions move through completion.
Prepare recurring operational reports, audits, and summaries related to onboarding, pipeline activity, client changes, system health, and process compliance.
Investigate discrepancies, identify root causes, and recommend corrective action.
Identify and design AI-enabled or automated workflows that reduce manual effort, improve quality, or strengthen consistency.
Test and document AI-supported workflows, including their limitations, controls, and human-review requirements.
Measure the impact of implemented improvements and share practical learnings with others.