Operations Assistant

Role Overview

The Operations Assistant supports the organization’s operational workflows, ensuring efficient coordination between the team, clients, and leadership. Reporting directly to the CEO, this role is instrumental in maintaining client satisfaction, team productivity, and operational continuity. Additionally, the Operations Assistant serves as the acting CEO in the event of an emergency, ensuring seamless business operations during leadership absences.

Primary Responsibilities

1. Client Support & Communication

• Act as the primary point of contact for clients, addressing inquiries and ensuring exceptional client experiences.
• Conduct regular client follow-ups (e.g., daily/weekly updates, Monday messages) to maintain strong relationships and address ongoing needs.
• Oversee client onboarding and offboarding, ensuring all processes are completed seamlessly and timely.
• Proactively monitor client satisfaction and escalate concerns to leadership when needed.

2. Team Coordination & Support

• Monitor team workflows to ensure tasks are progressing on schedule.
• Provide support and guidance to team members, addressing challenges and clarifying instructions as needed.
• Relay updates and feedback from leadership to the team.
• Track task completion and ensure the team aligns with business goals.
• Observe and document team performance to provide feedback or escalate concerns to leadership.

3. Crisis Management

• Serve as the decision-maker for urgent matters in the absence of the CEO, prioritizing company values and goals.
• Communicate with clients, team members, and external stakeholders during crises to maintain stability.
• Keep detailed records of actions taken during crises to ensure transparency and alignment with leadership upon their return.

4. Process Optimization

• Identify inefficiencies or bottlenecks in operational workflows.
• Propose actionable solutions to leadership to enhance productivity and effectiveness.
• Assist in implementing process improvements as directed.

5. Conflict Resolution

• Mediate minor conflicts within the team or between clients and team members, ensuring issues are resolved professionally.
• Escalate unresolved or complex conflicts to the CEO for further intervention.

6. Acting CEO Role

• Assume leadership of the organization in the absence of the CEO, ensuring seamless daily operations.
• Oversee critical decisions, task delegation, and client communications during such instances.
• Maintain alignment with the company’s values, goals, and standards in all leadership decisions.
• Proactively prepare for this responsibility by maintaining a thorough understanding of organizational workflows, client relationships, and team operations.

Role Boundaries

What This Role Includes

• Managing client relationships and ensuring a positive experience throughout their engagement.
• Coordinating team workflows to maintain alignment with operational goals.
• Supporting leadership in operational oversight and decision-making when necessary.

What This Role Does NOT Include

• Email or calendar management (handled by the Executive Assistant).
• High-level strategic planning or decision-making outside acting CEO capacity.
• Advanced analytics or operational reporting beyond task tracking.

Key Competencies

• Exceptional communication and interpersonal skills for managing clients and team coordination.
• Strong organizational skills with a focus on efficiency and attention to detail.
• Leadership qualities, with the ability to step into decision-making roles when required.
• Proactive problem-solving mindset and ability to remain calm under pressure.
• High degree of discretion and professionalism, especially when handling sensitive information.

Reporting Structure

• Reports To: Marie Lewis, CEO
• Collaborates With: Executive Assistant, Team Members, and Leadership.

Tools & Software

The Operations Assistant will have access to all organizational tools and platforms, including:

• Task and project management tools (e.g., ClickUp, Airtable).
• Communication platforms (e.g., Slack).
• Client management systems (e.g., Moxie).
• Other operational and tracking systems as required.

Success Metrics

• High client satisfaction based on responsiveness and effectiveness.
• Timely task coordination and progress monitoring for the team.
• Seamless onboarding and offboarding processes.
• Positive feedback from leadership and team members regarding operational support.
• Effective handling of leadership responsibilities during acting CEO periods.

FAQs

1. What if a client requests email or calendar support?
   Refer the request to the Executive Assistant, as this falls under their responsibilities.
   
   

2. Am I expected to handle all operational decisions?
   No, your role focuses on execution and coordination. Strategic decisions remain with the CEO unless you are acting in the CEO capacity during an emergency.
   
   

3. How do I handle conflicts or delays in the team’s workflow?
   Communicate directly with team members to identify and resolve issues. Escalate unresolved matters to leadership if needed.
   
   

4. What happens if I need clarification about a client or team issue?
   Reach out directly to the CEO for guidance or escalate the matter as appropriate.
   
   

5. What does it mean to act as the "acting CEO"?
   In the absence of the CEO, you will oversee daily operations, ensure client and team needs are met, and maintain continuity of the organization’s workflows.