Provide a structured onboarding experience that gives the new hire clarity on the company's mission, their role, the outcomes they own, and the standards by which performance will be measured — so they can contribute with confidence from day one.

Job Title

Operations Manager

Department

Operations

Role Description

The Operations Manager owns the day-to-day execution of Acme's service delivery and internal operating systems. This role turns strategy into repeatable process, ensures cross-team handoffs are clean, and protects the client experience by removing friction across intake, delivery, and reporting.

Key Responsibilities

Oversee weekly production planning, own the operating cadence (weekly standups, monthly reviews), maintain SOPs, and ensure every project has a clear owner and due date.

Contribution to Company Goals

Directly enables Acme's stated goal of scaling delivery capacity by 40% without adding operational drag. Owns the metrics that determine whether we can grow revenue without sacrificing margin.

Expected Outcomes

A calm operating rhythm, on-time delivery above 95%, documented SOPs for every recurring workflow, and clean weekly reporting the leadership team can trust.

Reports To

Chief Operating Officer

Internal

Delivery leads, Finance, People Ops, Client Success

External

Key client sponsors, contract delivery partners, tooling vendors

Decision Auth.

Approves staffing changes within budget, tooling under $2k/mo, and process changes that don't alter contractual commitments.

Ownership

Operating cadence, SOP library, delivery reporting, capacity planning.

Accountabilities

1. 01Run the weekly operating rhythm end-to-end and hold every function accountable to their commitments.
2. 02Own project intake, prioritization, and staffing across all active engagements.
3. 03Maintain and improve SOPs for every recurring workflow — service delivery, onboarding, QA, offboarding.
4. 04Partner with Finance to ensure utilization, margin, and delivery data are accurate and reported on time.
5. 05Escalate delivery risk to leadership early with a proposed course-correction, not just a problem statement.
6. 06Own the vendor and tooling stack for operations; renew or retire based on measurable ROI.
7. 07Coach team leads on planning, delegation, and holding their teams accountable to weekly commitments.
8. 08Ensure every client engagement has a documented scope, staffing plan, and success criteria.

Compliance

Ensure client data handling follows Acme's SOC 2 controls and that all engagements have signed SOWs on file.

Strategic Execution

Translate quarterly leadership priorities into concrete operating changes with owners and due dates.

Review Cadence

Weekly 1:1 with COO, monthly scorecard review, quarterly formal performance review.

Check-ins

30-minute weekly 1:1 with COO covering delivery health, team, and personal blockers. Async written update every Friday.

Evaluation

Reviewed against KPI scorecard, 360 feedback from delivery leads, and progress on quarterly priorities.

Development

Complete one operations-focused certification per year (Lean, Six Sigma, or PMP). Attend one industry conference annually.

Progression

Path to Director of Operations within 18–24 months contingent on scorecard performance and successful capacity expansion.

Alignment

Every quarterly plan must trace back to at least one company-level annual objective; if it can't, it doesn't get worked on.

• 01Ownership
• 02Clarity
• 03Craft
• 04Service
• 05Momentum

I, Jordan Rivera, acknowledge that I have received and reviewed this ramp document, understand the expectations and resources available to me, and commit to actively engaging in the onboarding process.