Operations Manager

About Us
(un)
Common Logic is a digital marketing agency founded in 2008 in Austin, Texas. Our talented team of experts relentlessly pursues excellence in marketing performance and high-touch customer service. We solve the hard problems in digital marketing by using data to (un) cover surprising details, then use human intelligence to leverage those insights into (un) common results.
Yes, we offer all the benefits, such as unlimited vacation, flex-start, health insurance, IRAs, etc., but that is not the reason to join our team.
While we are laid back and fun to be around, we are also committed to doing what it takes to deliver excellent performance. You will get to work side-by-side with a team of folks who geek out on what they do and get excited when they drive great results for our clients. The Austin-American Statesman has named us as one of their "Top Workplaces" ELEVEN years in a row, including 2025!

The Operations Manager is responsible for driving operational excellence and business performance across the organization. This role combines client account leadership, operational reporting, process governance, sales support, and people management.

You will own critical business insights and forecasting, ensure consistent scalable operational processes, support new business initiatives, and develop high‑performing team members. The Operations Manager partners cross‑functionally to improve efficiency, profitability, client retention, and overall organizational effectiveness, while serving as a key culture and values leader.

• Direct account management of key client accounts across a variety of digital marketing services:

  • Build and execute strategic account plans (short‑and‑long‑term).

  • Own day‑to‑day client communications and maintain proactive relationships.

  • Ensure accounts remain on budget and meet or exceed performance goals.

  • Provide strategic recommendations aligned to each client’s business objectives.

• Direct management of strategists and/or account managers:

  • Train, coach, and develop team members.

  • Write performance reviews and define career development goals.

  • Maintain strong client satisfaction and retention metrics.

  • Serve as escalation point for client issues.

  • Partner with VP of Operations to balance workloads.

  • Support team members to ensure successful client outcomes.

• Own and maintain all Operations department reporting, including:

  • Puretech utilization

  • Monthly Recurring Revenue (MRR)

  • Profitability reporting

  • Revenue forecasting

  • Client retention

  • Existing revenue expansion

  • Cross‑sell revenue

• Develop dashboards and reporting tools that provide leadership visibility into operational and financial performance.

• Analyze trends, identify risks and opportunities, and proactively communicate insights and recommendations.

• Ensure new Standard Operating Procedures (SOPs) are developed as business needs evolve.

• Own the annual review cycle for existing SOPs to ensure documentation is current and aligned with best practices.

• Drive operational consistency through strong SOP adoption.

• Identify inefficiencies and lead initiatives to improve workflows, scalability, and quality.

• Partner with Sales to support QA of new business audits, presentations, RFPs, and related materials.

• Provide operational input to ensure new business opportunities are feasible and scalable.

• Serve as a key liaison between Sales, Product, and Operations.

• Play a key role in new‑hire onboarding after initial training.

• Ensure team members are fully operationalized through strong process education and documentation.

• Identify onboarding gaps and partner with the Director of Training to improve ramp‑time and time‑to‑productivity.

• Continuously identify opportunities to improve operational processes, tools, and systems.

• Lead or support automation and system enhancement initiatives.

• Establish, track, and report on operational improvement success metrics.

• Bachelor’s degree in Business, Operations, Finance, or related field (or…