Operations Manager / Integrator — Run It Remote (Atlanta Office)
About Run It Remote -
Run It Remote is a fast-scaling Business Process Outsourcing (BPO) company powering growth for businesses through world-class offshore staffing, sales support, and technical solutions. We employ over 500 people across the U.S. and Pakistan, primarily serving the real estate investment and wholesale sector, and we’re expanding into new verticals like real estate agents, roofing, solar, pest control, bookkeeping, web development, and appointment setting.
We’re looking for a true operator — someone who can take the Ownership Team’s big ideas and build scalable, repeatable systems. This isn’t a strategy-only role. This person will work hands-on in every department, drive day-to-day operations, and ensure the company scales smoothly while delivering an outstanding client experience.
Role Overview
The Operations Manager will serve as the integrator and executor for Run It Remote, responsible for translating the Ownership Team’s vision into clear plans and measurable results. This person will oversee Sales, Support, Service, Business Development, and Technical Operations, while also managing day-to-day collaboration with our Pakistan-based call center team to ensure service excellence and operational continuity.
You’ll have full authority to redesign workflows, build systems, and implement improvements, with a strong focus on client experience — from onboarding to issue resolution to long-term relationship management.
Key Objectives
In your first 6–12 months, success will mean:
Building operational structure – Implement consistent daily, weekly, monthly, and quarterly cadences across all departments.
Improving client experience – Redesign and elevate every touchpoint from onboarding through service delivery to support and renewal.
Reducing churn – Develop retention programs and processes to significantly increase client lifetime value.
Expanding product suite – Build and launch multiple new BPO services (e.g., bookkeeping, web development, appointment setting).
Diversifying industries – Execute new go-to-market strategies for additional verticals such as real estate agents, solar, roofing, and pest control.
Strengthening cross-border operations – Work daily with overseas leadership to resolve operational issues, improve communication, and maintain alignment across U.S. and Pakistan teams.
Core Responsibilities
1. Execution & Process Ownership
Convert Ownership Team vision into detailed, actionable execution plans with timelines and deliverables.
Build and optimize workflows across departments to reduce friction and improve accountability.
Document and systemize all processes to ensure scale and repeatability.
2. Sales, Service & Client Growth
Support sales in CRM optimization, lead management, and conversion tracking.
Oversee service delivery to ensure clients experience reliability, clarity, and measurable results.
Design programs that drive upsells, renewals, and client retention.
3. Client Experience Leadership
Own the client journey end-to-end: onboarding, delivery, communication, and support.
Audit and refine every client-facing touchpoint to create a premium, frictionless experience.
Build a culture of client obsession across both U.S. and Pakistan teams.
4. Cross-Border Operations
Work closely with the Pakistan-based GM and call center leads to manage daily performance and troubleshoot operational issues.
Serve as the liaison between U.S. leadership and overseas teams to ensure quality control and alignment.
Implement daily check-ins, weekly ops meetings, and clear escalation paths for on-the-ground issues.
5. Product & Industry Expansion
Identify and launch new service lines that fit our BPO strengths.
Develop operational readiness, documentation, and go-to-market plans for each product.
Lead cross-departmental execution from concept to delivery.
6. Communication & Cadence
Establish and maintain structured communication flows:
Daily: Department stand-ups and issue tracking.
Weekly: KPI reviews and tactical execution syncs.
Monthly: Strategic performance and retention reviews.
Quarterly: Growth planning and product/industry expansion check-ins.
Ideal Candidate Profile
3+ years in operations or business development leadership, preferably in BPO, tech, or digital services.
Deep understanding of systems, automation, and process design (GoHighLevel, HubSpot, or similar).
Experience working with or managing offshore teams.
A builder who thrives in ambiguity — process-driven, detail-oriented, and resourceful.
Excellent communicator who balances empathy, accountability, and execution.
Obsessed with client satisfaction and continuous improvement.
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