Head of Operations - Agency Experience (Remote, Full-Time)

About the Role

We're looking for a Head of Operations to own how the agency runs day to day. You'll design the processes, systems, and team structure that let us deliver consistently as we grow- coming from an agency background where you've seen firsthand what breaks at scale and how to fix it.

Key Responsibilities

• Design and implement operational processes and SOPs across departments
• Oversee resource planning, team capacity, and project delivery timelines
• Own the internal tool stack -evaluating, implementing, and maintaining project management, CRM, and reporting systems
• Build and manage hiring, onboarding, and performance processes on the operations side
• Define and track operational KPIs, identifying and driving efficiency improvements
• Manage a small team of operations/admin staff
• Partner with department heads to remove delivery bottlenecks

What We're Looking For

• 5+ years in an operations leadership role, ideally within an agency environment
• Strong project management skills and comfort with PM/workflow tooling
• Experience implementing or overhauling operational systems and processes
• Prior experience managing a team
• Excellent organizational and cross-functional communication skills
• Able to work hours aligned to the Asia/Oceania region

Nice to Have

• Experience scaling operations through a period of headcount growth