Operations Specialist

Job description

**About Darkroom** **Darkroom** is the leading next-generation growth marketing firm engineering the brands of tomorrow. Founded in 2017, we set out to redefine what a modern agency could be, by replacing the inertia of legacy advertising behemoths with a model built for speed, intelligence, and measurable impact. At our core, Darkroom is a human services company powered by **Shadow**, a universal AI commerce layer that integrates executive-level strategy with proprietary agentic technology. This fusion enables our teams to deliver outsized returns by enhancing creative output, operational efficiency, and revenue generation across every stage of the customer journey. Our track record speaks for itself: **billions in attributable revenue** driven across e-commerce marketplaces, media networks, DTC ecosystems, and social commerce platforms. Every engagement feeds into our proprietary data infrastructure, enabling a continuous feedback loop that accelerates growth, improves margins, and compounds results across our client portfolio. What began as a boutique design studio has evolved into one of the **fastest-growing private companies in America (Inc. 5000)** and among the **most effective performance media agencies of the 2020s (Varos)**. Our founders were recognized by **Forbes 30 Under 30** for advancing the intersection of technology, marketing, and advertising, cementing Darkroom’s role as a defining player in the future of media innovation. ***This is a fully remote role supporting a team in the EST time zone (9 AM–5 PM EST). Hiring locations include Brazil and Portugal.*** **About the role** As we take on enterprise accounts and hire into service teams at pace, the systems that hold client delivery together are being rebuilt ad hoc by team leads in Google Sheets, outside Notion, and outside anyone's line of sight but the account lead's. **We need to centralize workflow development and ensure teams are trained and supported in existing systems.** This Operations Specialist will operate across client operations: onboarding and offboarding; workflow refinement, maintenance, training, and client tailoring; compliance and usage across service teams. **Ongoing Responsibilities** ### 1. Client Operations - **Onboarding & offboarding.** Own the operational backend for new and departing clients: kick-off and offboarding coordination, documentation and credential access, access revocation, and the integrity of our client databases throughout. - **Client success support.** Serve as the operational counterpart to account leads, keeping delivery infrastructure current as scopes, teams, and client needs change. - When an enterprise client signs, embed with that account and team through the first 30–60 days, when a newly assembled team is competent but not yet confident in our systems. - **Tailor systems to the client.** Build the views, dashboards, and structures a specific client needs inside our stack, so uniform solutions live in Notion and remain visible to leadership. - **Staffing upkeep.** Partner with Service Directors on staffing changes, capacity tracking, and the staffing ledger as restaffing, change orders, and offboardings arise. ### 2. Operational Platform Ownership - **Proactive systems adoption.** Assess day-over-day application of our systems by teams, and intervene before workarounds calcify. - **Understand our service teams** and operate as their operational partner, knowing their workflows better than anyone outside the team. - **Audit and build workflows.** When a team needs a new workflow, you scope it, assist building it, and own it rather than routing it back to them. - **Compliance and training.** Keep your teams trained on and compliant with the project management system, and own the escalation path when they are not. - **Onboard new hires** onto the project management system and into the operational rhythm of their team. - **Platform support.** Serve as a go-to for Notion troubleshooting, database hygiene, and structural questions across the agency. ### 3. Internal Operations - **Automations.** Build and maintain automations across the internal stack (Notion, Slack, Google Workspace, Fireflies, and our automation platform) that remove manual work. - **Documentation.** Write SOPs and training material for what you build, so processes run without you in the room. - **Operational initiatives.** Contribute to company-wide operational projects alongside the Director of Operations and peers within the team. ### Growth Path This role is part of a specialized Operations track. As Operations scales, Specialists grow into Operations Leads who own a defined segment of the business and are directly responsible for the specialized workflows and tooling that segment runs on. **Core Competencies** ### Must-Have: Hard Skills - **Experience in a client-facing operations, account management, or project management role,** ideally at an agency or with DTC / e-commerce brands. - **Applied experience using AI tools** to improve operational speed and output quality. - **Professional-level competency in Notion:** databases, relations, rollups, views, permissions, and the judgment to know when a structure is wrong. - **Hands-on experience building automations end to end** (Zapier, Make, n8n, or similar), including API-based integrations across SaaS tools. - **Strong communication in English, written and verbal:** SOPs, training material, and async updates people actually follow, plus the confidence to present to executive stakeholders. ### Must-Have: Soft Skills - **Ownership instinct.** Takes a problem end to end without waiting to be assigned it, and treats what they build as theirs to maintain rather than hand off. Resourceful and autonomous; prefers ownership to supervision. - **Growth mentality.** Wants the role to outgrow its current shape, seeks feedback directly, and takes on scope slightly before being ready for it. - **Exceptionally organized,** with the attention to detail to catch what others miss before it reaches a client. - **Energized by new tools and technology.** Picks up unfamiliar platforms fast and enjoys building systems in them rather than waiting to be trained on them. - **Comfortable holding peers to a standard without escalating every time.** ### Nice-to-Have - Familiarity with agency service models across paid media, creative, retention, or marketplaces. - Experience supporting enterprise accounts through onboarding. - Background in process documentation, SOP libraries, or knowledge management. **Working at Darkroom** Darkroom is not a typical agency. We are looking for A players who want to build something great. We move fast, think deeply, and expect every team member to bring insight and rigor to everything they touch. We hold a high bar for performance, creativity, and ownership — but we also support each other relentlessly. No egos, no red tape — just world-class talent building something remarkable. We believe in autonomy with accountability, truth over comfort, and outcomes over optics. - **Unlimited PTO + Local holidays (Relevant to your hub):** Rebooting is part of the work. Take the time you need to stay sharp. - **Remote-First Culture:** Many roles are fully remote. Employees based in or near our New York or Lisbon HQs are expected to work hybrid with weekly in-office time. Hub locations include the Brazil and Spain. - **Parental Leave:** Flexible parental leave to support new parents during this important transition. - **Growth:** Our interdisciplinary model gives every Darkroomer exposure far beyond their core role. Grow your skills, expand your influence, and stay at the forefront of the industry. **Equal Opportunity Statement** Darkroom is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.