Manager, Operations (Fully Remote - North America/ EST)

About DemandLab

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DemandLab is a leading marketing consultancy company championing the cause of integrated, end-to-end, automated marketing and sales since 2009. We've accomplished impressive milestones for prestigious clients and witnessed substantial global growth. We've established a strong foundation over the past five years, we've been utilizing cutting-edge technologies for marketing automation, customer relationship management, content creation, and data visualization for over a decade in North America.

As we navigate the evolving landscape of marketing technology, we're on the lookout for ambitious and dynamic individuals to join our diverse team. If you're ready for the next exciting challenge, consider becoming part of our success story.  Your skills and expertise will play a pivotal role in our ongoing growth and innovation as we continue to make waves in the field of marketing technology. We're excited to hear from you and welcome you to our talented team.

About the position

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Do you like driving, building, and sustaining technologies and processes for a dynamic and diverse team? Are you a strategic thinker who’s thrilled when your work managing all the behind-the-scenes operations keeps an organization running smoothly? And do you want to work with a rapidly growing agency transforming marketing and sales for large enterprises and Fortune 2000 companies?

The Manager, Operations at DemandLab works directly with the company's Chief Operating Officer (COO) to design, execute and manage DemandLab’s operational effectiveness to strengthen and grow DemandLab’s expanding business. 

At DemandLab, we implement the Entrepreneurial Operating System (EOS)/Traction model. As part of that model, the role of the Manager, Operations is to be the “Integrator for the Integrator” by helping the COO create organizational clarity, drive results and resolution, team unity, prioritization and follow-through, helping to remove obstacles and barriers. In this role, you'll help DemandLab’s managers and team members deliver award-winning solutions and strategies to clients because of the work you do behind the scenes to build and sustain our company operations, technology and relationships.

A key responsibility of the Manager, Operations is to support, measure and optimize the workflow of the delivery teams, the members and their deliverables. The Manager, Operations is responsible for optimizing the complete work task lifecycle processes across the team, ensuring full utilization of the delivery effort, including but not limited to task creation, allocation, execution and reporting stages. 

The Manager, Operations ensures that clients receive world-class service by creating, implementing and maintaining standard operating procedures (SOPs), company policies, and knowledge base. The Manager, Operations is responsible for the implementation and organizing of the training for the SOPs and policies across the company as well as tracking the implementation effort sufficient for SOC2 and external auditor requirements.

The Manager Operations assists the managerial tier by organizing the internal leadership academy and associated planning to develop the leadership pipeline. The Manager, Operations is responsible for planning, implementing, evolving, and maintaining the process and schedule for leadership development.

The Manager, Operations is the owner of DemandLab’s delivery processes, technologies, and supporting IT infrastructure. The Manager, Operations, working closely with Project Management and Customer Success, optimizes the use of delivery technologies and processes to ensure user adoption, reduces team member friction, and continually improves automation to scale with the needs of company growth. 

The Manager, Operations oversees the collection and validation of company metrics, especially the ongoing updates of the company Scorecard. The Manager, Operations assists in defining the selected metrics and facilitates the automated collection of operational data for the delivery team, including definitions, automation, dashboards and forecasting.

The Manager, Operations is responsible for contract management for all clients, vendors, independent contractors and product agreements. The Manager, Operations will lead all efforts in company certifications, such as SOC2, partnership agreements and maintenance of the company’s legal documents, such as privacy and data protection policies and audits.

Requirements

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Successful team members in this role must meet the following experience, qualifications, and education criteria:

• Minimum associate’s degree in business, marketing, engineering or related field
• 5+ years of operational management experience
• 4+ years of experience implementing and managing project management technology platforms. Must have direct knowledge and administrative experience in at least one of Workfront, Asana. Jira or similar project management platforms.
• Experience in 3+ business settings using marketing automation/CRM (Marketo and Salesforce a plus)
• Budget management knowledge and/or experience: understand plans, financial goals, and basic budget details
• Proven ability to manage third-party vendors to deliver results on time and within budget
• Proficient in Adobe Suite, Salesforce, Google Workspaces and Microsoft365 environments
• Knowledge of marketing and experience in a consultancy or agency

Working Conditions

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• Office setting, some travel required, up to 25% but typically 10%
• Must be able to sit at a desk and work on a computer for long periods.

Benefits

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• Competitive compensation and benefits
• Time and funding allocated for professional development
• Ability to work from home
• Great work culture and a commitment to work/life balance
• Opportunity to write for prestigious, global B2B brands
• Opportunities for rapid advancement in a fast-growing agency