Head of Operations

Position overview: The Head of Operations & Project Manager (dual role) is responsible for overseeing the day-to-day operations and resource management of projects while ensuring efficient and timely delivery. This role is crucial in maintaining the alignment between the company’s project execution and its business goals. As the company expands, this role will evolve, focusing more on operations management and scaling the project team. The Head of Operations will eventually oversee a team of project managers to ensure smooth workflows and high client satisfaction.

Key Responsibilities

Operations Management

Oversee and manage the operations of the company, ensuring that projects are delivered on time and within scope.
Coordinate resource allocation across multiple projects, making sure that project teams have the necessary tools and support.
Develop and implement processes that improve operational efficiency and reduce project delivery time.
Lead initiatives for continuous improvement and scalability as the company grows.

Team Leadership

Build and manage a growing team of project managers (target of 2 more PMs) .
Facilitate team meetings, including project kick-offs, progress reviews, and retrospective sessions.
Support the onboarding, training, and allocation of new resources to ensure team scalability and alignment with different projects demands.

Project Management

Lead the end-to-end project management lifecycle, from project scoping, planning, execution, to delivery.
Collaborate with cross-functional teams, including developers, designers, and sales, to ensure projects meet client expectations.
Manage project timelines, resource allocation, and budgets.
Maintain consistent communication with clients, providing updates on project progress, resolving issues, and ensuring satisfaction.

Client Success

Ensure high levels of customer satisfaction by managing project delivery expectations and timelines.
Work closely with the Client Success team to address any client concerns and gather feedback for continuous improvement.

Requirements

Experience

Minimum of 5 years of experience in operations and project management within a tech or software development environment.
Proven experience in managing multiple teams and projects simultaneously.
Knowledge of low-code/no-code platforms (such as Glide, Bubble, Flutterflow) and Agile methodologies.
Previous experience in managing project managers and scaling teams is preferred.
Familiarity with project management tools like Monday, Jira, Asana, or Trello.
Knowledge of data analysis tools, such as Excel or Google Sheets, is preferred.

Skills

Exceptional leadership and team management abilities.
Strong organizational and multitasking skills.
Excellent verbal and written communication skills in both English and Spanish.
Client-oriented mindset with proven ability to build and maintain strong client relationships.
Strong self-management abilities for remote work, capable of independently prioritizing tasks, meeting deadlines, and coordinating across time zones for seamless global team collaboration.

KPIs and Metrics

Project Delivery Metrics

On-time delivery rate (percentage of projects delivered within the agreed timeline).
Project quality scores (internal assessments and client feedback).
Resource utilization rates (how effectively resources are allocated and used across projects).

Operational Efficiency

Reduction in project lead times (time from project initiation to delivery).
Process improvement metrics (measurable improvements in operational processes).

Team Performance

Team satisfaction and retention rates.
Number of successful projects managed by project managers under your leadership.

Client Success Metrics

Client satisfaction scores (e.g., NPS).
Client retention and repeat business rates.