Manager, Operations

Job description

About the Role 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. What You'll Do You will be responsible for the day-to-day execution of core operational processes that support client delivery and agency-wide systems. You will coordinate client onboarding, offboarding, and scope changes; maintain accurate information across Salesforce, SCOPE, ClickUp, and related platforms; and serve as a responsive resource for operational questions and requests. You will also help improve how work gets done by documenting processes, identifying recurring issues, building practical AI-enabled workflows, and reinforcing established expectations. Success in this role requires strong attention to detail, clear communication, sound judgment, and a willingness to follow up directly when information is incomplete or processes are not being followed. You will own: Client Lifecycle Coordination 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. Systems and Data Administration 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. Operational Support and Accountability 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, status, 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. Process Documentation and Improvement 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. Reporting, AI, and Automation 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. What You Bring Relevant Experience 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. Accuracy and Ownership 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. AI and Technical Fluency 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. Communication and Collaboration 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. Why Join Us You'll work alongside talented people who are passionate about solving problems, helping clients grow, and delivering meaningful results. We're a collaborative, fast-moving team where curiosity is encouraged, ideas are welcomed, and great work is recognized. We believe the best work happens when people are trusted to take ownership, supported in their growth, and empowered to bring their unique perspectives to the table. Whether you're just getting started or bringing years of experience, you'll have the opportunity to make an impact while continuing to learn and grow. Benefits & Compensation We believe great people deserve great support. Our company offers competitive compensation and a comprehensive benefits package designed to support your health, well-being, and career growth, including: Competitive compensation Flexible work environment Medical, dental, and vision insurance Unlimited paid time off 401(k) with company match Company-paid life and disability insurance Paid parental leave A collaborative culture with autonomy and ownership Employee wellness programs and additional perks Additional Information No agencies, please. We are proud to be an Equal Opportunity Employer. We are committed to creating an inclusive workplace where everyone feels respected, valued, and empowered to succeed. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. Please note that this job description is intended to describe the general nature and level of work being performed. It is not intended to be a comprehensive list of all responsibilities, duties, or qualifications, which may change based on business needs. At this time, we are unable to sponsor or transfer employment visas for this position. About Us We are a modern marketing collective built for scale, efficiency, and impact. As the parent company, Agital supports three specialized agencies: Go Fish Digital, REQ, and WDG, with shared infrastructure, advanced technology, and deeply experienced people, allowing each brand to do its best work. Go Fish Digital is an engineering-forward performance marketing agency specializing in SEO, Generative Engine Optimization (GEO), its Barracuda AI platform, social commerce, and conversion-focused creative. WDG designs and builds complex enterprise web experiences for associations, nonprofits, foundations, universities, and other mission-driven organizations. REQ is a digital marketing and communications agency specializing in brand, reputation, and advocacy for global organizations across technology, healthcare, finance, hospitality, and real estate. Together, we operate as one collaborative ecosystem, combining deep expertise, AI-powered capabilities, and a culture of curiosity to help ambitious brands grow while creating meaningful opportunities for our people.