Assistant Manager

Department: Customer Operations

Reports To: Department Director

Employment Type: Full-Time

FLSA Classification: Exempt

Work Location: Hybrid; must be located in or near San Antonio, TX

Position Summary

The Assistant Manager supports the Operations Manager in running the department's day-to-day operations, acting as a direct extension of the Manager's leadership. This role carries real responsibility for keeping the team on track, but operates within the structure, priorities, and decisions the Operations Manager has already set, rather than setting department-wide direction independently.

Reporting directly to the Operations Manager, the Assistant Manager helps supervise staff, monitor daily production and quality, and step in to keep things running smoothly when the Manager is unavailable. This is a hands-on, in-the-work role for someone building toward department leadership, not a desk-bound administrative position.

The Assistant Manager is expected to handle day-to-day issues confidently and bring the Operations Manager clear, well-organized information on anything bigger, rather than passing along unresolved problems.

Key Responsibilities

Team Support & Supervision

• Support the Operations Manager in the daily supervision of department staff, including monitoring attendance, schedules, and coverage.

• Step in for the Operations Manager during absences, keeping the department running smoothly and making routine decisions within established guidelines.

• Assist with coaching and day-to-day feedback for staff, reinforcing the standards and expectations set by the Operations Manager.

• Help onboard and train new team members on daily workflows, tools, and expectations.

• Flag performance or conduct concerns to the Operations Manager promptly, rather than letting issues sit unaddressed.

Production & Quality Monitoring

• Monitor daily production and quality against established KPIs, identifying issues as they arise.

• Track individual and team performance day to day, bringing trends and concerns to the Operations Manager.

• Help enforce performance standards consistently across the team on a daily basis.

Process Execution & Support

• Execute the workflows, procedures, and documentation standards established by the Operations Manager.

• Identify day-to-day inefficiencies or breakdowns in process and bring practical suggestions to the Operations Manager.

• Help maintain accurate, up-to-date documentation and records for the department.

• Support Team Leads in conducting quality checks on their own teams' work.

Cross-Functional Support

• Assist the Operations Manager in coordinating with other department leaders on shared issues, dependencies, and resource needs.

• Coordinate with Human Resources on routine staffing and attendance matters, escalating performance or disciplinary matters to the Operations Manager.

• Represent the department professionally in day-to-day cross-functional conversations.

Reporting & Escalation

• Provide the Operations Manager with regular, concise updates on daily production, issues, and team concerns.

• Escalate matters that fall outside established guidelines or require the Operations Manager's decision, rather than handling them independently.

• Maintain accurate records of day-to-day decisions and issues for the Operations Manager's visibility.

Qualifications

• 2+ years of experience in an operational team environment, including some experience supporting or leading others.

• Demonstrated reliability and sound judgment, with the ability to make routine decisions confidently within established guidelines.

• Strong communication skills, with the ability to give clear day-to-day feedback and escalate issues effectively.

• Comfortable stepping into a leadership role temporarily and keeping a team on track in the Operations Manager's absence.

• Strong organizational skills and attention to detail.

• Prior experience in a fast-paced, production- or metrics-driven operational environment strongly preferred.

• Familiarity with HubSpot or other CRM platforms for managing workflows and records.

• Working familiarity with Google Enterprise (Workspace) and Microsoft Enterprise (365) environments.

• Experience using online phone platforms for external customer communication and call management.

• Familiarity with Slack for internal team communication and coordination.

Benefits

• Fully remote
• Medical, dental, vision
• 401k