Operations Manager

Company Operations and Administration

• Own the operating cadence for core administrative processes, including recurring task lists, checklists, documentation, trackers, and follow-up workflows.

• Maintain SOPs, internal documentation, operating calendars, vendor trackers, contact directories, and transition materials.

• Coordinate company-wide meetings, leadership syncs, all-hands meetings, and other recurring internal meetings, including agenda preparation, logistics, follow-ups, and action item tracking.

• Support contract routing by ensuring vendor and customer contracts are sent to the correct internal owner for review, approval, and signature.

• Coordinate with IT and internal stakeholders on software access, hardware needs, user provisioning, and system access changes.

• Track software license inventory, SaaS renewals, seat counts, owner assignments, and usage to reduce waste and avoid missed renewals.

• Support office and facilities coordination as needed, including mail handling, supplies, building access, conference room coordination, and office vendor communication.

Vendor, Insurance, and Compliance Coordination

• Maintain the vendor list, renewal calendar, contract tracker, and vendor relationship notes.

• Coordinate vendor renewals by collecting information, confirming internal business owners, preparing materials, and routing decisions to the appropriate approver.

• Track recurring compliance obligations, including state registrations, annual reports, registered agent matters, insurance renewals, business licenses, and related filings.

• Coordinate with external partners, including registered agents, insurance brokers, legal counsel, IT providers, CPA or accounting firms, and operational vendors.

• Support insurance renewal processes by coordinating information requests, certificates of insurance, payroll or headcount inputs, and renewal timelines.

• Maintain a compliance calendar with owners, due dates, escalation paths, completion status, and supporting documentation.

• Escalate compliance risks, unclear ownership, or missed deadlines to the CEO promptly.

Customer Readiness and Customer Health Operations

• Prepare internal teams for customer meetings, executive business reviews, renewals, escalations, onboarding checkpoints, and strategic customer discussions.

• Maintain and update the customer health dashboard, including account status, risk indicators, adoption notes, open issues, renewal dates, key contacts, next steps, and accountable owners.

• Coordinate with Sales, Customer Success, Product, and Data to ensure customer-facing materials are accurate and ready before meetings.

• Track customer risks, open action items, escalations, commitments, and follow-ups across teams.

• Ensure customer commitments are documented, assigned to the correct owner, and tracked through completion.

• Support the development of customer narratives, success stories, risk summaries, and operational updates for leadership review.

• Partner with account owners to ensure CRM records and customer health data are clean, current, and actionable.

Product and Data Coordination

• Work with Product, Data, Sales, and Customer Success to translate customer feedback, operational blockers, reporting gaps, and recurring customer requests into clearly documented stories or tickets.

• Prepare business context for product and data requests so technical teams understand customer impact, priority, expected outcome, and timing.

• Track product and data follow-ups related to customer commitments, dashboard accuracy, reporting gaps, and operational improvements.

• Organize customer evidence, usage information, pain points, and business impact to support prioritization discussions.

• Ensure stories and tickets include clear acceptance criteria, customer context, affected accounts, deadlines where applicable, and internal owner.

• Maintain visibility into customer-impacting product or data work so leadership and customer-facing teams can communicate accurately.

CRM and Data Hygiene

• Maintain CRM hygiene, including deduplication, missing field cleanup, stale record review, lead routing checks, customer status updates, and account ownership accuracy.

• Monitor lead assignment and routing to ensure new leads are assigned within defined service-level expectations.

• Coordinate with Sales and Customer Success leadership to ensure account records, contact data, customer status, and pipeline or customer information remain accurate.

• Run recurring CRM hygiene reviews and flag gaps, inconsistencies, process breakdowns, or ownership issues.

• Support dashboards and reporting inputs by ensuring operational and customer data is reliable.

HR and People Operations Coordination

• Coordinate administrative HR processes in partnership with external HR, payroll, managers, and leadership.

• Support employee onboarding logistics, including paperwork coordination, systems access tracking, equipment coordination, orientation scheduling, and internal announcements.

• Support employee offboarding logistics, including access revocation coordination, exit process tracking, documentation routing, and handoff checklists.

• Coordinate recruiting logistics, including job description preparation, job postings, candidate tracking, interview scheduling, and hiring manager follow-up.

• Coordinate performance review logistics, including scheduling, form distribution, completion tracking, and reminder management.

• Help maintain employee documentation, handbook distribution, training reminders, and HR-related administrative records.

• Escalate employee relations, complaints, performance issues, legal concerns, or sensitive HR matters to the CEO, external HR, or legal counsel.

Executive and Leadership Support

• Support the CEO and leadership team with operational follow-through, preparation, coordination, and documentation.

• Prepare agendas, action item lists, decision logs, and follow-up trackers for leadership meetings.

• Support board or investor-related preparation when requested by gathering operational updates, customer health summaries, and cross-functional inputs.

• Ensure leadership decisions become assigned actions with owners, deadlines, and follow-up cadence.

• Serve as an operational coordinator across departments, not as a substitute executive decision-maker.

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• 5 to 10 years of experience in operations, business operations, revenue operations, customer operations, people operations, or a similar cross-functional role.

• Strong project management and follow-through skills.

• Experience managing recurring processes, trackers, dashboards, SOPs, and cross-functional action items.

• Strong written communication skills and ability to summarize status, risks, blockers, and next steps clearly.

• Comfort working across executive leadership, Sales, Customer Success, Product, Data, Accounting, HR, and external vendors.

• Experience with CRM systems, customer dashboards, project management tools, Microsoft 365 or Google Workspace, and SaaS administration.

• Strong judgment around confidentiality, governance, approvals, and escalation.

• Ability to operate in a fast-moving startup or scale-up environment without creating process debt.

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• Experience in B2B SaaS, proptech, smart buildings, real estate technology, workplace technology, or enterprise software.

• Experience supporting customer health dashboards, customer success operations, or revenue operations.

• Experience working with Product and Data teams to document customer needs, product gaps, user stories, or reporting requirements.

• Experience with Zoho CRM, Monday.com, Linear, Microsoft 365, SharePoint, Adobe Sign, Rippling, or similar tools.

• Experience coordinating compliance calendars, vendor renewals, insurance renewals, or HR administration.

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