Join us to apply for the Director of Operations role at Phoenix Support Services Inc.
Leading by #Putting People First, Phoenix Support Services is the in-house support center of Advanced Digital Media Services, a full-service digital marketing company in Florida and Colorado, United States. Located in the Philippines, we engage and delight our customers through years of industry expertise.
We're seeking a highly organized and detail-oriented Remote Director of Operations to join our growing team. In this role, you'll lead day-to-day agency operations and provide critical support to the CEO, acting as a trusted point of contact and assisting with various tasks.
Position’s Overview
As Operations Director, you will lead daily agency operations, work closely with the CEO and leadership team to improve interdepartmental coordination, and ensure KPIs are met while maintaining a healthy team culture. Success depends on visibility, accountability, follow-through, and leadership skills.
Role Expectations

Operational Management: Oversee daily operations, optimize workflows, implement SOPs, and ensure efficient resource allocation.
Project & Client Delivery: Ensure project execution, maintain client relationships, and enforce KPIs.
Technology & Automation: Evaluate and implement tools, drive automation, and ensure data security.
People & Culture: Lead and mentor team members, improve hiring and retention, and foster collaboration.
EOS: Oversee EOS implementation, manage quarterly rocks, and ensure team accountability.
Reporting & Forecasting: Work with the CEO on results, opportunities, and growth strategies.

Key Responsibilities
Daily

Ensure resource availability for projects.
Conduct briefings with the Operations Specialist.
Oversee workflow and communication.
Monitor team capacity and project progress.
Respond to urgent issues.
Track performance metrics.

Weekly

Lead leadership meetings, review KPIs, and evaluate trends.
Monitor team morale and productivity.
Adjust resources as needed.
Update leadership on operational status.
Mentor new leaders.
Collaborate with the CEO on product development.

Monthly

Discuss growth strategies with the CEO.
Audit processes and optimize onboarding.
Review team performance and training needs.
Update SOPs and analyze client retention.
Evaluate automation opportunities.

Quarterly

Lead quarterly planning and forecasting.
Review operations and technology.
Plan team capacity for upcoming quarters.

KPIs

Quarterly rock completion rate of 95%, minimum 80%.
95% of tasks on track, less than 5% delayed.
Team capacity around 80%.
Monthly churn below 3%.

Requirements
Soft Skills

Attention to Detail, Organization, Accountability, Visibility, Follow-Through, Project Management, Leadership, Problem Solving, Strategic Thinking, Flexibility, Integrity, Teamwork, Time Management, Communication, Passion, Customer Service, Negotiation.

Technical Skills

Project Management, Personnel Management, Digital Marketing Strategy, Data Analytics, CRMs, Budgeting, Spreadsheets, EOS Implementation.

Additional Qualifications

Experience managing remote teams.
Familiarity with performance marketing, SEO, PPC, content marketing.
Understanding of KPIs, analytics, agency growth strategies.
Willing to work graveyard shift.

Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Advertising
Industries
Advertising Services
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