Operations Quality Manager — Digital Management Agency (Remote)

We are a fast-growing digital management agency scaling rapidly in both revenue and roster size. The single biggest lever on our revenue is operational consistency — making sure every creator on our platform is supported by workflows, quality standards, and systems that perform reliably every single week, regardless of who is working. This role owns that standard.

WHAT WE OFFER
— $1,000 to $1,300 per month base, depending on experience
— Discretionary monthly performance bonus tied to operational KPIs, quality targets, SLA adherence, SOP adoption, and leadership performance
— Fully remote, full-time (8 hours per day, 5 days per week)
— Reports directly to the Chief Revenue Officer
— 2 direct reports at hire, with scope to build and lead a growing quality function as the roster scales
— A systems-ownership role with real operational impact at scale
— Target start date: August 2026

THE ROLE

• This role does not sell, and it does not reinvent the playbook. It makes sure the playbook is executed consistently, reviewed rigorously, and improved continuously.
• As Operations Quality Manager you will own the operational quality of our creator portfolio. You will make sure every workflow behind the Chat team is followed correctly, every output meets a defined standard, and quality never drifts as the operation scales. You will manage a Content VA and Audience Engagement VA at hire, with responsibility to build and lead the quality function as the department grows.
• Success here is defined by how consistently the operation performs — not by how much work you personally do.

WHAT YOU WILL OWN

• Operational quality end to end — own QA across core workflows covering content planning, PPV and customs preparation, welcome bundles, profile optimisation, audience engagement, and cross-team issue resolution, with a quality check built into every handoff before it reaches the Chat team
• The weekly quality cadence — lead a data-driven weekly review of every creator's core quality and compliance metrics, translate gaps into specific corrective actions, and hold the team accountable against a visible quality scorecard
• Quality governance and standards enforcement — QA every workflow output against a defined quality and brand standard before it reaches the Chat team, with a strong audience-experience lens so content is packaged to convert — nothing ships below bar

SOP adoption and documentation — keep every process documented, adopted, and current, using AI tooling to build, audit, and refresh workflows so adherence stays high as the operation evolves

• Team coaching and cross-functional coordination — coach and develop the operations team toward consistent execution standards, partner with Chat and Client Success to resolve creator concerns within SLA, protecting retention and reducing churn
• Prioritisation and corrective action — review account performance weekly, identify recurring issues and lagging accounts, prioritise QA resources based on revenue opportunity and quality risk, and track improvement plans through completion

NON-NEGOTIABLES
— Adherence discipline: the SOP is the standard — no undocumented workarounds and no skipped quality checks under pressure
— Data over opinion: every judgment on quality, content, and priorities is anchored to performance data, reviewed weekly
— Standards leadership: holds the line on quality and process even under pressure to cut corners for short-term output

WHAT YOU WILL BE MEASURED ON
— Weekly deliverables consistently shipped on time and meeting defined QA standards
— Operational concerns resolved within agreed SLAs, each with a durable fix logged
— Quality trends improving consistently across the portfolio, with recurring issues traced to root cause and lagging accounts closed rather than ignored
— Chat team consistently receiving complete, production-ready content and assets
— SOP adherence staying high, enabling rapid onboarding and reducing dependence on any single individual
— Rework and recurring errors declining quarter over quarter
— Tea ---------- mbers coached to consistent, independent, on-standard execution
Targets and weightings set quarterly with the Chief Revenue Officer.

WHAT YOU BRING
Experience (non-negotiable)
— 3+ years in operations, quality assurance, or operations leadership within a remote, fast-paced business — agency, SaaS, startup, eCommerce, BPO, customer operations, or creator business
— Demonstrated ownership of documented workflows, SOPs, quality standards, and measurable process improvement
— Experience managing a remote team or direct reports
— Creator economy or subscription platform experience preferred but not required
Skills (must-have)
— Workflow platforms — Process Street, ClickUp, Asana, or similar
— AI tools — Claude, ChatGPT, or equivalent — used to build and maintain processes
— Strong spreadsheet and data literacy, comfortable turning numbers into action
— Comfortable analysing operational dashboards, identifying recurring quality issues, and translating data into clear corrective actions
— SOP writing, quality documentation, and project management
— Sound diagnostic judgment — able to distinguish a process failure from a people-performance issue, and a coaching opportunity from a systemic problem, and respond proportionally
— Clear written and verbal English
— Sound visual and creative judgment — able to raise the quality of profiles, welcome bundles, and content with a strong audience-experience lens, while keeping execution consistent and on-standard

Who you are (non-negotiable)
— Highly accountable, structured, and detail-oriented
— Calm under pressure, coachable, and curious
— A natural standards-keeper who leads through influence and accountability
— Comfortable with change and building in a fast-moving environment

LOGISTICS
Location: Remote. Philippines preferred.
Hours: Full-time, 8 hours per day, 5 days per week. 9:00 AM – 6:00 PM PHT, with a minimum of 4 hours overlap with Revenue Leadership and Chat Operations.
Language: Clear written and verbal English required.
Reports to: Chief Revenue Officer

ASSESSMENT
Shortlisted candidates will complete a timed operational quality diagnostic at the final stage of the hiring process. It evaluates root-cause analysis, corrective-action planning, coaching judgment, prioritisation, and QA judgment on a neutral scenario — no industry knowledge required.

To be considered for this role, fill out the application form below:
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