Administrative Operations & Digital Support Specialist

Administrative Operations & Digital Support Specialist

Reports to: Program Manager & Assistant Practice Manager
Location: Remote

PURPOSE OF THE ROLE

We are looking for a highly dependable, resourceful, and detail-oriented Operations & Digital Support Specialist who loves getting things done.

This person will support our team across a variety of administrative, operational, and digital tasks — from managing recurring processes and updating spreadsheets to creating newsletters, making website updates, organizing information, and solving the unexpected problems that come up along the way.

This is not a role for someone who needs every step mapped out for them.

We are looking for someone who can receive an outcome, understand what needs to happen, find the necessary information or resources, and take ownership of getting it across the finish line.

Some responsibilities will be recurring and process-driven. Others may begin with:

“Can you figure out how to do this?”

The right person will enjoy both.

CORE ORIENTATION: RESOURCEFUL, RELIABLE & ACTION-ORIENTED

A major part of this role is being someone the team can depend on.

You don’t need to know how to do everything on Day 1. You do need to be willing and able to figure things out.

When you encounter something you don’t know how to do, your first instinct should be to:

• Investigate the problem
• Search for an answer
• Review existing documentation or SOPs
• Use available technology and AI tools
• Test possible solutions
• Ask thoughtful questions when genuinely needed
• Take action

We value people who come back with:

“Here’s what I found, and here’s what I recommend we do.”

rather than:

“I don’t know how to do that.”

CORE RESPONSIBILITIES

1. Administrative & Operational Support

A significant part of this role is providing reliable, detail-oriented administrative and operational support across the business.

Responsibilities may include:

• Updating spreadsheets and trackers
• Entering, organizing, and verifying information
• Maintaining CRM records
• Creating and updating client/member records
• Organizing documents and files
• Preparing forms and reports
• Tracking participation, sessions, or other program information
• Sending scheduled forms and reminders
• Updating internal documentation
• Creating summaries from meeting or session transcripts
• Supporting invoicing, expense tracking, and administrative reporting
• Completing bulk updates or repetitive operational tasks accurately
• Assisting team members with miscellaneous administrative needs as they arise

Some tasks may involve large amounts of information or repetitive processes, so accuracy and attention to detail are critical.

We need someone who can be trusted to complete both small and large tasks carefully, even when there are many moving pieces.

2. Task & Process Ownership

You will be responsible for making sure assigned work doesn’t disappear simply because no one reminded you about it.

That means:

• Maintaining your own reliable task-management system
• Tracking recurring responsibilities
• Remembering deadlines and follow-ups
• Following through until tasks are actually complete
• Keeping SOPs and documentation organized
• Noticing when a recurring process has been missed
• Communicating proactively when something is delayed or blocked
• Looking for ways to make repetitive processes more efficient

We are looking for someone who can increasingly own an area of responsibility, rather than waiting for a new instruction at every step.

If something is assigned to you, the team should be able to trust that you will remember it, manage it, communicate about it, and see it through.

3. Problem Solving & Special Projects

The responsibilities of this role will vary depending on what the business needs.

You may be asked to:

• Research a new tool
• Figure out how to accomplish something in an existing platform
• Clean up or reorganize information
• Perform a bulk update
• Find a more efficient way to complete a recurring task
• Troubleshoot a workflow
• Learn a new system
• Research potential solutions to a problem
• Create a process where one doesn’t currently exist

You should enjoy being handed a problem and figuring out how to solve it.

We don’t expect you to know everything. We do expect you to be resourceful enough to investigate, learn, experiment, and make progress without needing constant direction.

4. Newsletter Creation & Management

Newsletter creation will be one of the primary recurring responsibilities of this role.

You will help manage the newsletter process from beginning to end, including:

• Creating newsletters from existing content and social media posts
• Formatting newsletters
• Preparing content for publication
• Managing links, images, calls to action, and other newsletter elements
• Proofreading and quality-checking newsletters before they go out
• Scheduling and publishing newsletters
• Maintaining consistency across newsletter communications
• Troubleshooting formatting or publishing issues
• Keeping the newsletter schedule organized and moving forward

The goal is for the team to be able to trust that the newsletter gets done — accurately and on time.

5. Website Management & Digital Support

Support ongoing website and digital-platform needs, including:

• Editing website pages
• Updating copy, links, images, and other content
• Creating or updating basic pages as needed
• Uploading resources and content
• Checking pages for accuracy
• Troubleshooting basic website issues
• Researching solutions when something isn’t working
• Coordinating with outside technical support when an issue requires additional expertise

You do not need to be a developer, but you should be comfortable with technology and unafraid to learn new platforms.

6. Video Editing & Content Support

Support the team with basic video editing and content production needs.

Responsibilities may include:

• Editing long-form and short-form video content
• Trimming and cleaning up raw footage
• Adding captions, titles, graphics, and basic transitions
• Creating clips from longer videos for social media or other uses
• Formatting and resizing videos for different platforms
• Organizing video files and maintaining an efficient content library
• Uploading and publishing completed videos as needed
• Following existing brand and editing guidelines
• Using AI and other tools to make the editing process faster and more efficient

We are not necessarily looking for an advanced video production specialist. We are looking for someone who is comfortable editing clean, professional content, can follow an established style, and is resourceful enough to learn and improve as needed.

WHAT WE’RE LOOKING FOR

Must-Haves

• Extremely strong attention to detail
• Fluent written and spoken English
• Ability to communicate clearly and professionally in English during calls and meetings
• Strong organizational skills
• Demonstrated reliability and follow-through
• Strong problem-solving ability
• High level of resourcefulness
• Self-starter mentality
• Ability to work independently without constant supervision
• Ability to manage multiple priorities
• Comfortable learning new technology
• Strong internet research skills
• Comfortable using AI tools such as ChatGPT
• Ability to follow detailed SOPs while also thinking independently
• Willingness to take ownership instead of waiting to be told what to do next

Strongly Preferred

• Previous administrative or operations experience
• Newsletter or email marketing experience
• Website editing or website-management experience
• Experience with CRM systems
• Experience with Google Workspace
• Experience working with spreadsheets
• Experience with task/project-management systems
• Experience supporting an online, consulting, coaching, or service-based business

WORKING HOURS & AVAILABILITY

While we do not necessarily require someone to work a complete U.S. schedule, the ability and willingness to maintain a consistent portion of your working hours during the U.S. Central Time business day is strongly preferred.

This overlap will allow you to:

• Communicate with team members in real time when needed
• Participate in occasional meetings
• Resolve questions or problems without a full-day delay
• Collaborate effectively with a U.S.-based team

YOU’LL BE A GREAT FIT IF…

You are the kind of person who:

• Writes things down and doesn’t rely on someone else to remind you
• Notices details other people miss
• Likes checking things off and finishing what you start
• Enjoys creating order from messy information
• Can handle repetitive work without becoming careless
• Is curious about how systems and technology work
• Searches for answers before immediately asking for help
• Takes initiative when you see something that needs to be done
• Communicates when you are stuck rather than allowing a deadline to pass
• Can move comfortably between recurring administrative work and unexpected projects
• Takes pride in being someone others can rely on

WHAT SUCCESS LOOKS LIKE

Within the first 3–6 months:

• Recurring administrative tasks happen without leadership needing to remember or prompt them
• Assigned tasks are tracked and completed reliably
• Spreadsheets, CRM records, files, and trackers stay current
• Newsletters are consistently prepared and published accurately and on time
• Website updates are completed quickly and accurately
• SOPs are followed and improved as needed
• Problems increasingly come to leadership with proposed solutions, not just questions
• The team spends less time following up on unfinished tasks
• Leadership trusts that when something is assigned to you, it will get done

WHY THIS ROLE MATTERS

A growing organization has hundreds of details that need to happen consistently behind the scenes.

This role creates the operational reliability that allows the rest of the team to focus on clients, relationships, growth, and higher-level work.

You help turn ideas into action, keep important details from falling through the cracks, and make sure the business follows through on what it starts.

You are the person who helps make sure things actually get done.