About the Role

The Head of Digital Operations (HODO) is a senior leadership position responsible for overseeing and optimising the day-to-day operational activities of the company. This role ensures that all operational processes are efficient, effective, and aligned with the company’s strategic objectives. The Head of Digital Operations (HODO) will work closely with department heads to drive operational excellence and support the company’s growth and success.

Job summary

The Head of Digital Operations (HODO) will manage overall operations, including project management, resource allocation, process optimization, and client satisfaction. This role requires strong leadership, strategic thinking, and a deep understanding of operational best practices. The Head of Digital Operations (HODO) will report directly to the Founder and CEO and play a key role in shaping the company’s operational strategies and initiatives.

• Operational Management: Oversee daily operations and ensure efficient execution of all operational activities.
• Strategic Planning: Collaborate with the Founder and CEO and the President – Strategy and Growth to develop and implement operational strategies that align with the company’s goals.
• Resource Allocation: Manage resource allocation to optimise team performance and project delivery.
• Process Improvement: Identify areas for process improvement and implement changes to enhance operational efficiency.
• Project Oversight: Monitor project progress, ensure timely delivery, and maintain high-quality standards.
• Client Management: Handle client escalations, address concerns, and ensure high levels of client satisfaction.
• Team Leadership: Lead and mentor department heads to foster a culture of continuous improvement and innovation.
• Compliance: Ensure compliance with industry standards, regulations, and best practices.
• Performance Metrics: Develop and monitor key performance indicators (KPIs) to track operational performance and drive improvements.
• Reporting: Provide regular updates and reports to the Founder and CEO on operational performance and progress.
• Budget Management: Oversee the operational budget, ensuring cost-effectiveness and financial efficiency.
• Stakeholder Collaboration: Work closely with other senior leaders to align operational activities with the company’s strategic priorities.
• Zoho Projects Utilisation: Oversee the effective utilisation of Zoho Projects by all departments, ensuring it is used to its full potential for project tracking, resource management, and collaboration. Work with the Technical Operations Manager (TOM) to ensure seamless integration and optimal usage.
• Conflict Management: Effectively resolve conflicts within the team and with stakeholders, promoting a collaborative and productive work environment.
• Leave and Attrition Management: Monitor and manage team members’ leave schedules to ensure adequate coverage and minimal disruption to project timelines. Implement strategies to mitigate attrition, and foster a supportive work environment.
• Client Deliverables: Ensure that all client deliverables are met, maintaining high-quality standards and timely execution.
• Client Retention and Satisfaction: Ensure clients are retained, satisfied, and happy with the services offered. Play a crucial role in renewing contracts and extending the customer lifetime value.
• Employee Appraisal: Participate in the employee appraisal process, providing valuable feedback and helping to guide career development and performance improvements.
• Ad hoc Tasks: Willingly undertake any other tasks as assigned by the Founder and CEO to support overall team objectives.

You are the right fit, if you have

• Experience: At least 15+ years of proven experience in a senior operations role, preferably within the digital marketing industry.
• Leadership Skills: Strong leadership and management skills, with the ability to inspire and motivate teams.
• Problem-Solving: Excellent problem-solving abilities and a strategic mindset.
• Communication: Effective communication and interpersonal skills, with the ability to collaborate with diverse teams.
• Project Management: Strong project management skills, with the ability to handle multiple projects and meet deadlines.
• Industry Knowledge: Knowledge of digital marketing services (SEO, SEM, Web Development, Social Media Management, ORM) is a plus.
• Education: Bachelor’s degree in business administration, management, or a related field (MBA preferred).
• Analytical Skills: Strong analytical skills and the ability to make data-driven decisions.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment.

In return we offer you

A competitive compensation package along with ample opportunities for career growth. Our work environment is supportive, encouraging innovation, and you’ll be part of a dynamic team that values your skills and contributions