Agency Operations Manager

Job Overview We’re looking for an experienced Agency Operations Manager to join our Account Management team! The ideal candidate is a Swiss-army knife organized and process-driven, has at least 2-3 years of experience in an operational role at a digital media agency, and is focused on creating structured workflows that can scale. Ultimately, you’ll be responsible for making sure Tontine’s Account Management team works like a well-oiled machine so our clients receive the same first-class experience consistently!

Why This Role Is Exciting

• You’ll have true autonomy — while you’ll start off in an execution role, you’ll eventually be able to hire and run your own team, manage your own P&L, etc. This isn’t a job where you’ll be constantly asking for permission.
• You’ll get to build processes from scratch — make your own mark by building out scalable processes and workflows you know worked at other agencies, and use the tools/platform that you think will get the job done most efficiently.
• If you continue to exceed expectations, you can expect to be promoted to the VP of Strategy & Operations role within 12-24 months.

Role

• Spearhead and execute on all processes and workflows from the moment a new client is signed on — this includes Account Manager assignment, onboarding, training, KPI tracking, and more.
• Lead, mentor, and coach Account Managers and other team members.
• Improve client profitability and increase revenue per employee through process improvements, optimizing on costs, and strategic resource allocation.
• Increase client and employee satisfaction — minimize churn and improve NPS; synthesize data points related to client satisfaction and develop churn mitigation strategies.
• Optimize staff utilization rate and employee efficiency.
• Direct operations strategy and scale implementation.
• Contribute to vital business development efforts, including sales presentations and contract negotiations.
• Develop scalable SOPs, standardized playbooks, checklists, and more to ensure that all clients receive the same exceptional service.
• Direct the development and implementation of operating goals, plans, and performance in accordance with the overall company business plan.

Requirements

• 2-3 years of experience in a similar role at another established digital marketing/media agency or helped grow an agency from 10 to 100+ employees.
• Naturally entrepreneurial you’re competitive, self-motivated, energetic, relentlessly efficient and always default to an optimistic attitude.
• Strong understanding of business functions such as HR, Finance, Operations, Client Account Management, Customer Success, etc.
• Working knowledge of data analysis, ERP infrastructure, and productivity/analytics software.
• Financial experience to complement business acumen — basic knowledge of resource planning, KPI setting, etc. necessary.
• Can formulate, execute and manage operations efficiently, organize work, create and streamline processes/procedures, establish priorities, and maintain strong communication both internally and externally.
• Well-developed business acumen paired with deep understanding of strategic finance to understand how operational strategy is connected to higher-level business objectives.
• Outstanding ability to build strong relationships with colleagues — from an intern to a C-level executive.
• Exceptional communication skills — verbal and written.
• Experienced with the standard productivity suite (Slack, Zoom, Google Docs/Sheets, Excel, ClickUp/Asana, etc.).
• Self-directed and able to work without supervision.

Benefits

Hi! We’re Tontine.

We’re the revenue and price optimization platform for Shopify entrepreneurs looking to boost not just their revenues, but more importantly, their profit margins consistently by 15-20%. We empower each of these mission-driven entrepreneurs by providing them with the complex tools that large corporations such as Walmart, Amazon, and Target have spent billions building (and keeping) for themselves. Our mission is to help e-commerce businesses — no matter how big or small — get bigger and better by supercharging their pricing power and minimizing the amount they’re leaving on the table with each order.

Tontine’s Culture

We take pride in the fact that our employees make a significant impact not just on our business, but on our customers big and small, ranging from Colourpop Cosmetics to Primary Goods, and everyone in between. Life at Tontine revolves around a culture of relentless attitude and strong execution. As a remote company, we don’t know or care how many hours you spend sitting in a chair — we care about results. We are a company of driven, ambitious individuals who care about impact, and impact requires raw effort. We expect you to be proud of having that level of impact and to be eager for more. You join Tontine to win, to be original, and to work with the best.

Benefits

• 100% Remote — Work wherever, on your terms. You can work from home, your favorite cafe, or even a charming villa halfway around the world. Being 100% remote and global also means you’ll have opportunities to meet colleagues from all over the world.
• Unlimited Paid Time-off & Flexible Work — An essential part of doing your best work means taking the time to recharge. We offer a flexible time off policy for employees, as well as paid sabbatical leave after three years.
• Personal Growth & Mentorship — You’ll have direct access to the company’s leadership 24/7, as well as numerous professional development opportunities every quarter. You’ll also have the opportunity to help and directly impact how SMB e-commerce businesses succeed with Tontine.
• Performance-Based Bonus & Equity Grants — You may be eligible for quarterly bonuses based on your ability to deliver on your target KPI’s; after your first year at the company, you may also be eligible for equity grants so you’ll have direct ownership in the company.
• Scale & Grow — We’re a fast growing company, and there’ll be tons of opportunity for career growth as you’ll be helping build the company from the ground up! We have plans to double the team in the next 3 months. You’ll also have direct access to leadership 24/7.