Position Overview
Class IV is looking for a highly organized, process-minded Operations Manager to help build and manage the operating layer between our founder, clients, technicians, vendors, finance/admin, and internal systems. This is a fully remote position, reporting directly to the CEO. This is not a technical engineering role, and it is not a passive coordination role. The Operations Manager will own operational visibility, accountability, follow-through, Service Delivery coordination, and process adoption across the entire business.
The primary goal of this role is to reduce founder dependency by converting fast-moving inputs—client needs, technical work, and internal priorities—into clear, owned execution with defined owners, timelines, next steps, and visibility.
MSP experience is helpful, but not required. The right operating mindset is more important than traditional MSP experience. The ideal candidate understands Professional Services, how to build systems from the top down, and can quickly learn the MSP Service Delivery environment.
- Primary Function (80%): Tech team management (3 employees and growing) and ticket triage. Designing, standardizing, implementing, and executing Service Delivery processes across the organization. Client onboarding, client satisfaction, vendor management, and internal systems. Managing licenses and tracking client hardware.
- Secondary Function (20%): Project coordination, AI efficiency / implementation and administrative leverage for the CEO and technical team.
Core Responsibilities
A core responsibility of the Operations Manager is to ensure all work is clearly classified, routed, tracked, and aligned with billing visibility across the business. This includes driving consistent categorization of work based on defined scope and project type to support accurate tracking and billing. This role is responsible for creating and upholding operational standards across the team, ensuring work is properly structured and reflected across ClickUp, NinjaOne, Harvest, and internal reporting systems. Core work scopes include:
- Recurring Managed Services / Client Maintenance: regular subscription-based client support such as password resets, printer issues, user support, and routine troubleshooting.
- Planned Client Change Work: scheduled updates, fixes, improvements, maintenance, configuration changes, or environment adjustments.
- Client Projects / Billable Work: scoped client work outside recurring support, including migrations, implementations, policy packages, infrastructure upgrades, and other approved projects.
- Internal Business Operations / Improvement Work: Class IV internal work such as SOPs, onboarding, ClickUp structure, reporting, automation, hiring, training, and internal process improvements.
Additionally, the Operations Manager manages the Tech Team and owns Service Delivery Operations. This includes maintaining clear visibility across active clients, open work, delivery commitments, and operational risks, while ensuring work is progressing, ownership is defined, and client needs are consistently advancing. This includes:
- Task & Accountability Management: Enforce task hygiene across ClickUp and related systems. Tasks should have clear owners, deadlines or ETAs, next steps, context, and definitions of done.
- Escalation Routing & Follow-Through: Operational triage point for escalation, coordination, and follow-through. Route technical issues to the right person, make sure escalations include context, and track issues through resolution.
- Client Communication, Reporting & QBRs: Support a consistent client communication rhythm, including status updates, monthly reports, QBR coordination, agendas, follow-up notes, and action items. The goal is for clients to experience proactive, clear, and reliable communication.
- Process Adoption & Documentation: Create processes, identify process improvements, and enforce best practices. Ensure SOPs are followed, recurring issues are documented, and client/account information is stored in the right places.
Required Experience & Skills
- 3-5 years in MSP, consulting and/or B2B services (hourly or project based billing), or IT consulting operations.
- Process design experience — Prior experience building and implementing SOPs, workflows, and operational systems before (not just followed them).
- Client-facing professionalism — Extremely comfortable representing the company on calls, emails, and in client meetings.
- Tool proficiency—Experience with PSA platforms or documentation workflow tools (e.g. Notion, Clickup), project management tools, and documentation systems.
- Self-directed execution — Complete ownership of the Service Delivery as well as the internal Tech team. You see gaps and fill them without being asked.
- Financial operations exposure — Experience speaking the basic language of profitability for Service Companies and leveraging billable technical resources effectively.
Nice-to-Have
- Technical literacy — While you don't need to configure a firewall, you will need to understand the language (VPN, MFA, DNS, backup, etc.).
- AI / LLM Integration - You will use AI to turn messy inputs into structured plans, summarize meetings into action items, draft SOPs/checklists, audit task quality, improve reporting, and support automation wherever possible.
- CompTIA or ITIL certifications (or demonstrative, relative experience)— Solid understanding of Service Delivery frameworks.
What We're NOT Looking For
- Traditional "Office Manager" or "Executive Assistant" mentality (this is strategic operations, not calendar management).
- Pure project managers who expect to delegate execution (you'll be active across all facets of the company, not just coordinating).
- People who need perfect clarity before acting (this role requires operating effectively in ambiguity). One of our core values is “bias toward action”. This role requires initiative and a strong bias toward execution.
- Technology purists who can't balance "best practice" with "good enough for now."
Job Type: Contract
Pay: $40.00 - $50.00 per hour
Work Location: Remote
