Operations Manager

About Reputation Brands

Reputation Brands is a holding company that buys and operates the businesses that measure, defend, and repair what the internet says about a company.

People used to look things up. Now they are told. Search engines returned options and let the reader d ---------- . AI systems synthesize everything published about a business into a single conclusion, and that conclusion is what customers, lenders, partners, and buyers now encounter first. One unresolved complaint travels further and lasts longer than it once did.

That makes reputation infrastructure. It deserves the seriousness a company gives its balance sheet. We acquire the operators doing this work, we hold them for the long term, and we build shared systems underneath them so each one runs better than it did standing alone.

Our portfolio today includes RealRep and Sterling Name. We are growing quickly, and the operating machinery needs an owner.

Learn more at ---------- /

Role Overview

We are seeking an Operations Manager to run the day-to-day machinery of the business. You will work directly with our CEO, a serial entrepreneur who built and sold a manufacturing software company to a public acquirer, as the operating layer across every portfolio brand.

This is a generalist role for someone who is good at several things at once: managing an outside marketing vendor and holding it to deliverables, running shared inboxes so nothing is missed, keeping Airtable databases accurate enough to run a business on, getting invoices out and cash collected, and chasing down the details that keep an operating company clean. We are looking for the person who ends up owning whatever needs owning.

You are the system. You manage our marketing vendor and its deliverables, you run the inboxes and route what matters, you own the Airtable bases where our client and workflow data lives, you get invoices out on time and collections handled, you produce the weekly numbers the leadership team runs on, and you write down how all of it works so it survives you being on vacation.

We run on a weekly cadence: numbers in before the Level 10 meeting, off-track items go to the issues list, quarterly planning resets the targets. Your work shows up in those numbers every week.

The right person is organized to the point of being a little obsessive, writes crisp professional English, and is comfortable holding vendors and teammates to a commitment. You will be reading client accounts, vendor reports, and aging receivables all day and d ---------- what needs attention first.

This role starts as an individual contributor and grows into leading a team. As we systematize the work, you will recruit, hire, train, and manage the people who take pieces of it from you.

Primary Responsibilities

Marketing Vendor Management (20%)

* Own the relationship with our outside marketing vendor as the single point of contact and accountability
* Maintain the deliverables schedule: what is due, when it is due, what was actually delivered, and what is outstanding
* Run the standing vendor call: set the agenda, drive the discussion, capture decisions and owners, circulate notes the same day
* Review every deliverable against the brief before it goes live, including landing pages, ad creative, email campaigns, and content
* Track marketing spend against budget and flag variances before they become surprises
* Maintain the performance reporting: spend, leads, cost per lead, conversion to client, and channel performance over time
* Escalate underperformance with data rather than impressions, and hold the vendor to agreed remedies
* Keep a running log of vendor commitments, changes in scope, and contract terms

Inbox & Client Communications (20%)

* Own the shared inboxes across brands, with every message triaged, routed, assigned, and closed out
* Maintain a clear triage standard: what gets answered directly, what routes to the CEO, what routes to the service team, and what escalates
* Catch and route revenue-relevant messages, including upsell signals, renewal questions, and at-risk clients, so they reach the right person the same day
* Draft professional replies on behalf of the business, and draft in the CEO's voice where he is the sender
* Maintain response-time standards and report against them weekly
* Build and maintain templates, canned responses, and routing rules so the inbox gets faster over time
* Keep a clean handoff record so anyone picking up a thread has the full history

Airtable Systems & Data Integrity (20%)

* Own our Airtable bases as the single source of truth for clients, engagements, workflow status, and vendor deliverables
* Keep every record current: client status, service tier, start date, active work items, and outcomes
* Build and maintain views, filters, and dashboards that each function actually uses
* Design and maintain automations that remove manual steps, including status changes, notifications, and recurring task creation
* Audit the data on a set schedule and fix what is wrong, with a written note on the root cause
* Build new tables and workflows as the business adds services and brands, rather than bolting them onto existing structures
* Connect Airtable to the other tools in the stack so data flows without re-entry

Invoicing, AR & Collections (20%)

* Run the invoicing cycle end to end: prepare, review, send, and confirm receipt, on schedule, every cycle
* Verify every invoice against the service actually delivered before it goes out
* Own accounts receivable: track aging, run the follow-up cadence, and escalate accounts that pass the agreed threshold
* Drive the collection rate and reduce aged receivables, working the list weekly rather than monthly
* Handle billing questions and disputes professionally, and document every resolution
* Manage payment failures, card updates, and subscription changes
* Coordinate with our bookkeeper and finance team on coding, reconciliation, and month-end close
* Track and reconcile recurring vendor and software expenses

Reporting & Scorecard (10%)

* Own the weekly scorecard entries for the metrics assigned to you, entered before the leadership meeting every week
* Produce the weekly operating report: client base, new starts, work completed, receivables, marketing performance, and open issues
* Maintain written definitions for every number you own, including what it measures and where it comes from
* Investigate variances and bring the explanation alongside the number
* Support quarterly planning with the historical data and trend analysis the team needs

Process Documentation & Team Building (10%)

* Document every recurring process as a written SOP that someone else could follow on day one
* Maintain a process library that stays current as the work changes
* Identify the tasks that should be delegated first as volume grows
* Recruit, interview, and onboard your own team members as the role expands, including writing job descriptions, screening candidates, and running training
* Manage, review, and develop the people who report to you
* Build the quality checks that let you trust delegated work without redoing it

Required Qualifications

Essential Experience

* 5+ years in operations, account management, executive support, or business administration, ideally at a services, agency, or B2B firm
* Vendor or agency management. You have personally held an outside vendor to a deliverables schedule, and you can describe how you ran it.
* Database ownership. You have been responsible for the accuracy of a business-critical database or CRM, and you can describe the system you kept it clean with. Airtable experience is strongly preferred.
* Invoicing and collections. You have owned a billing cycle and worked an aging receivables list, with results you can point to.
* Inbox ownership. You have run a shared or executive inbox at volume, with a triage standard you designed or maintained.
* US market experience. You have worked with US-based clients, companies, or teams and understand US business norms.
* Process discipline. You have written SOPs that other people actually used, and you follow a rule even when it is inconvenient.
* Multi-stream workload. You have held five or more distinct areas of responsibility at once without dropping any of them.

Core Skills

* Exceptional written English at native or near-native level, since you will be writing to US clients and drafting in an executive's voice
* Extreme organizational discipline, with everything tracked, logged, and closed out
* Genuine fluency with Airtable or a comparable relational tool, including views, automations, and linked records
* Comfort with basic business finance vocabulary: invoicing, accounts receivable, aging, collection rate, recurring revenue, churn, cost per acquisition
* Strong spreadsheet skills in Excel or Google Sheets, including pivot tables and lookups
* Self-directed, since you will get context and priorities and work out the steps yourself
* Sound judgment about tone and escalation, including knowing when to hold something and ask
* Willingness to be direct with a vendor or a teammate who has missed a commitment
* Available for standing calls during US Pacific business hours (evening or early morning in your timezone) and responsive on Slack during agreed overlap hours

Highly Valued

* Experience at an agency, BPO, or professional services firm where client delivery and billing were linked
* Experience in online reputation management, review management, SEO, digital marketing, or local services
* Airtable automations, scripting, or interface design
* Experience with EOS or a similar operating system, including scorecards, Level 10 meetings, and quarterly planning
* Hiring and managing a remote team, even a small one
* Familiarity with QuickBooks, Stripe, or a subscription billing platform
* Experience with Zapier, Make, or similar automation tools
* Comfort building simple dashboards and reports from raw data

Work Environment & Tools

Setup:

* Fully remote, with required overlap for standing calls during US Pacific business hours
* Full time at 40 hours per week
* Primarily asynchronous communication via Slack and email
* Reliable high-speed internet and a quiet space for calls are required

Tools You'll Use:

* Airtable for client, workflow, and vendor databases
* Google Workspace (Gmail, Docs, Sheets, Calendar)
* Slack for team communication
* QuickBooks and our billing and payment platforms
* Project and task management tools
* Reporting and dashboard tools
* Automation tools such as Zapier or Make

Engagement & Compensation

* Full-time engagement, paid monthly
* Competitive rate based on experience, discussed during the interview process
* Performance bonus tied to the operating metrics you own
* Compensation and scope expand as the role grows into team leadership

Rules of the Road

You will be inside client accounts, financial data, and vendor contracts. These are firm:

* Client information stays confidential, both the fact of the engagement and anything within it
* Every service platform we work with has terms, and we follow them exactly. When a shortcut would violate a platform's rules, we take the longer path.
* Spend commitments and contract changes come from the CEO
* Financial records get documented at the time, not reconstructed later
* Anything you correct in the data gets a written note explaining the root cause, so we fix the source
* When something is ambiguous, ask before acting

You will receive written guidelines covering all of this, and training.

How We Measure Success

* Vendor accountability: deliverables shipped on schedule, marketing spend within budget, cost per acquisition trending down
* Inbox performance: response time within standard, zero missed revenue-relevant messages, inbox cleared to a defined state daily
* Data integrity: every client record current and correct, audits clean, no decisions made on stale data
* Collections: collection rate within the payment window, aged receivables reduced, invoices out on schedule every cycle
* Reporting: scorecard entries complete and on time every week, with variances explained
* Documentation: every recurring process has a current written SOP
* Team growth: people hired, trained, and producing at standard as the role expands