Senior Operations Manager

About Us:

IMPACT provides digital marketing services to help small to mid-sized businesses implement Endless Customers (formerly They Ask, You Answer), inspired by the popular book by Marcus Sheridan. We empower clients to build in-house marketing operations that drive growth — eliminating reliance on outside agencies and positioning their companies as the most trusted brands in their markets.

Swell is IMPACT's paid media agency, partnering with clients to plan, build, and manage advertising programs across Google, Meta, LinkedIn, and other digital platforms — turning paid spend into a measurable pipeline.

Why This Role Exists:

Swell runs paid media programs across a portfolio of clients. Campaigns are always in motion. Accounts are always at different stages. Someone has to hold the whole thing together. We're looking for that someone.

This role owns Swell's operating system end-to-end. Campaigns hit deadlines because this person makes them. Designs go to clients cleared for approval because this person catches what would have gone out otherwise. Capacity stays manageable week to week because this person grooms the sprint, not because everyone tries harder.

This is the seat that decides whether Swell scales smoothly or burns out trying.

What You'll Own

Campaign lifecycle across every active account

• Run the full ClickUp campaign workflow per account, from planning to strategy to client approval to launch
• Confirm receipt of campaign details and assets at kickoff; identify gaps before they become launch delays
• Own the internal review checkpoint — assets do not go to clients until they are cleared by you
  
  

Client communication and approvals

• Support during recurring client calls; update the agenda, capture decisions, schedule next steps
• Manage the approval cycle: submit design direction, surface revisions, get sign-off, route final proof, confirm launch
• Set and re-set client expectations when timelines slip — early, in writing, with the new plan attached
  
  

Sprint and team capacity

• Groom the sprint to protect billable hours; account for each team member's typical unplanned load when planning capacity
• Flag capacity risk before it becomes a missed deadline or a burnout signal
• Surface friction patterns (scope creep, late assets, ambiguous briefs) and design the process change that fixes them
  
  

Process and systems

• Maintain and extend templates: new client setup, conference backlogs, campaign details forms, design feedback checklists

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• Own ClickUp workflow integrity — stage-triggered automations, accurate status, no orphan tasks
• Document the client communication model so it's transferable, not stored in your head
  
  

Team rituals and operations

• Run Swell huddles; contribute to the Agency Services All-Hands
• Onboard new team members (employees and freelancers)
• Partner with the Ads Team Lead on team-level decisions; partner with the Director of Agency Services on cross-team operations (Web, HubSpot, and Coaching teams)
  
  

How We Operate

IMPACT (Swell's parent company) runs on EOS. You'll own a scorecard, set quarterly Rocks, run a Level 10 meeting for Swell, and work the Issues List. If that vocabulary is familiar, you'll be productive faster. If it's not, we'll teach it but you should already be the kind of operator who would have built something like it on your own.

We're also building toward an AI-forward operating model. The team uses Claude and other tools daily. You don't need to be an AI expert but you need to be the kind of person who looks at a repeatable workflow and asks where the automation belongs.

Requirements

• 4+ years running multi-account project or operations management inside an agency, ideally paid media or digital marketing
• Working understanding of how paid campaigns get built and launched (you don't need to run ads, you need to know what a launch readiness checklist looks like)
• Strong ClickUp proficiency, or equivalent fluency in Asana / Basecamp / Trello with willingness to switch
• Comfort maintaining quality and deadlines with both internal teammates and external clients
• Track record of building or rebuilding processes (via templates, automations, documented workflows), not just executing existing ones
• Direct, clear written communication; you can deliver a status update or a hard "no" in three sentences
• Pattern-recognition for capacity risk — you notice when a teammate is overloaded before they say so
  
  

Bonus

• Experience inside an EOS, Traction, or ScalingUp company
• Familiarity with Looker Studio, Swydo, or other reporting tools
• Comfortable using AI tools (Claude, ChatGPT) inside daily ops workflows
• Experience onboarding clients or team members into a structured operating system
  
  

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Tools you'll use daily

ClickUp, Basecamp, Slack, Zoom, Google Workspace, Claude, Zapier, Swydo, Vidyard

What This Role Is Not

• Not a coordinator role. You will be expected to make decisions, not pass messages
• Not a launching pad into ad strategy or design; those are separate seats
• Not a 9-5 with predictable volume. Agency cadence means surge weeks and quiet weeks
  
  

Growth path

This role is positioned to expand into broader agency operations as the business grows.

Benefits

This position offers a competitive salary range of $85,000 to $115,000, based on experience.

IMPACT provides a comprehensive benefits package, including:

• Health, vision, and dental coverage
• 401(k) with company match
• Paid time off and a flexible work schedule
• Paid parental leave to support your growing family
  
  

We are committed to supporting our team members with a combination of financial rewards, work-life balance, and the flexibility to thrive in a dynamic, collaborative environment.

Work Environment

At IMPACT, our culture is built on our core values of being proactive, accountable, caring, and team-oriented. We are a group of driven professionals who are passionate about growing in our careers, delivering exceptional results for our clients, and supporting one another every step of the way. Mediocrity isn't an option — we show up every day committed to being our best and getting better. Collaboration is at the heart of everything we do, and we foster an environment free of egos, drama, or excuses. We're a supportive, no-nonsense team united by a shared mission: to create heroes, grow businesses, and change lives.

This is a fully remote position, open to candidates anywhere in the United States. We expect a professional, distraction-free workspace equipped with strong internet, good lighting, and an environment conducive to client-facing work.

Working hours are 9:00 AM to 5:00 PM Eastern Time to align with client schedules and internal team operations. We offer flexibility for independent work outside of client meetings and team rituals.

Travel is minimal but may include occasional trips to visit clients, typically no more than a few times per quarter. Additionally, travel will be required to attend IMPACT's conferences, held twice a year. These events are a great opportunity to connect with clients, colleagues, and the broader community we serve. Travel requirements will be discussed in advance, and accommodations will be provided as needed.

IMPACT is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

IMPACT provides reasonable accommodations to individuals with disabilities in the hiring process and throughout employment, as required by law.