Own the month-end close calendar and delivery schedule across the entire client portfolio — staged due dates, review turnaround, and a hard standard for hitting them
Run a single source of truth for every client deliverable and its owner; drive the overdue backlog to zero and keep it there
Spot slippage before the client does, and intervene early
Balance workload across analysts and bookkeepers; assign and rebalance client books as the portfolio shifts
Track hours against what is billed, surface over
and under-utilisation, and plan leave and backup coverage so nothing depends on one person
Build and maintain the SOPs, onboarding and handoff discipline that let the team scale without errors
Be the manager layer the delivery team is missing: regular 1:1s, clear expectations, performance management, and follow-through
Own the quality-control gate. Make sure senior review actually happens and standards are enforced
Be the first point of escalation for delivery and client-service issues, so they stop defaulting to the founder; own approvals within a defined authority
Keep statutory, payroll and filing deadlines tracked and met across jurisdictions

5+ years in operations, delivery or service management — ideally in professional services, accounting/finance, BPO, or a client-delivery agency — where deadlines, quality and client satisfaction are the job
A track record of managing remote teams , including across time zones, with real accountability for their output
Demonstrated ability to build and enforce process — SOPs, scheduling systems, QA gates — and make them stick
Strong judgment and backbone: you hold the line on standards and deadlines without being told to
Excellent written and verbal communication, and the organisation to run many moving parts at once
Comfort working in a modern, AI-heavy tool stack (we lean heavily on Claude and automation)

Operations Manager, US, CA, MX, LATAM

Key skills