Here at Ecommerce Freedom, we're looking for ways to offer more coaching to the world, so we can get in closer with our customers and help them further.

Do you LOVE managing people, and making sure customers are happy so a business runs smoothly?

Are you detail oriented and great managing systems?

 

An operations manager takes ownership of all systems in the business.They use all the resources available to ensure every person that joins an EF coaching program has a great experience. They also oversee some marketing and sales systems.They will create daily and weekly systems to make sure all staff members are handling their responsibilities. They'll also create a tracking system so they know the status of every client, and proactively reach out to them, to make sure there's open lines of communication at all times, and each client feels truly cared for and appreciated.

Would This ‘Operations Manager’ position be perfect for you?

 

Have a quick read of the objectives below, and if you feel like you could dominate this role, then you'll find instructions to apply at the bottom of the page!

 

The position will be 100% remote forever - so you can work from home, or from wherever you like, as long as the work is delivered on time and excellent quality.

 

We’ll discuss the pay model and hours etc at the interview stage.

 

 

Priorities:

 

1. Own and take responsibility for all client delivery, and lead the delivery team.

 

2. Track and maintain a fantastic customer experience. Use all resources possible to make sure customers are happy, including reaching out to quiet customers and checking on them for status updates 

 

3. Oversee some marketing + sales systems (e.g. daily marketing emails and some sales calls). 

 

4. Running the weekly Monday meeting to check in with all team members. Maybe setup more regular meetings if necessary.

 

5. Ensure smooth delivery of both coaching programs, so all staff and customers have an easy time, and people get great results.

 

6. Manage coaches, to make sure they're answering Voxers, booking calls when needed and clients are being served well

 

7. Oversee our customer support assistants to make sure tickets are answered well, and prioritising tickets from clients 

 

8. Liven up the client slack groups by encouraging clients to post in there regularly, take part in competitions and connect with each other.

 

 

 

 

KPI’s:

 

1. Dispute/refund rate as a percentage of sales

 

2. Positive reviews from clients

 

3. Scores on customer feedback surveys

 

4. Effectiveness of your customer experience tracking system

 

5. How little daily operations Ollie has to do or think about.

 

 

Competencies:

 

1. Obsessed with the tight management of a business. Including people, systems, tracking and delivery.

 

2. Great at customer service. You LOVE making people happy, and have high levels of empathy. You're determined to get people a win, so they want to work with us forever.

 

2. Great at managing a small team. You'll be holding them accountable, counselling them, tracking their actions, nudging them, guiding + leading them.

 

3. Ability to surprise + delight customers. Come up with creative ways to make customer happy, and still keep priorities in check. Example: A customer expected a certain bonus with their purchase, but didn't get it (because it wasn't included in the offer) what do you do?

 

4. You enjoy developing creative ways to improve how a business is run. E.g. creating a new spreadsheet to track customer experience sounds exciting to you.

 

5. Extremely efficient with time and very organised. You'll be juggling different responsibilities throughout the day. Each set of tasks needs to be competed and recorded on time.

 

6. You're autonomous. You google things before asking. You use initiative. Your job is to SAVE Ollie time, so you figure things out on your own, and only ask questions when you're sure it's necessary. However you do understand when it's important to check before taking certain actions.

 

7. Balance delegation and doing stuff yourself. You'll have people who can help you - but sometime's it's best to just ring up the customer yourself and get to the route of the problem.

 

 

Experience:

 

1. Experience managing a small team, and the operational side of a business. 

 

2. Experience handling customers.

 

3. Very comfortable with technology. No coding required but you need to learn new softwares very quickly. Things like Clickfunnels, Gotowebinar, Active Campaign, Zapier etc.

 

 

 If you read through the list of questions and begin screaming 'this is SO me!!'...

 

Then I want to connect with you.

 

Shoot a message with your Linkedin profile URL in the subject line to this email:

 

help@ecommercefreedom.com

 

I'll get back to you shortly with a quick survey

 

Speak soon!

 

- Ollie.