Operations Lead

Otonomee Customer Management Limited; Ireland; Remote; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Fully remote work

Home office allowance

Online Gym and Wellbeing Studio

Growth opportunities

Team events and outings

Autonomy and responsibility

Job summary

Otonomee Customer Management Limited is seeking an Operations Lead to drive the delivery, performance, and strategic direction of our social media operations for a key client, ensuring alignment with marketing and business objectives.

You will own end-to-end delivery, manage day-to-day operations, resources, risk, and client relationships, while leading a team of Social Care Team Managers and Representatives. This is a fully remote role with growth opportunities across Europe.

Qualifications

• 5+ years in operations or social media leadership roles.
• Experience managing teams in BPO or social media environments.
• Familiar with social media tools and analytics platforms.
• English proficiency (spoken and written).
• Able to plan, prioritise and drive continuous improvement.

Responsibilities

• Own end-to-end delivery of social media operations and meet KPIs/SLAs.
• Act as the main contact for clients and stakeholders.
• Oversee day-to-day operations, resourcing and workload planning.
• Manage risk, escalation handling, and brand risk.
• Lead and develop a team of Social Care Managers and Representatives.
• Provide performance reviews and ongoing coaching.
• Deliver regular business reviews and insights to clients.

Skills

Leadership

Operations management

Initiative

Organised

Growth mindset

English proficiency

Tools

Sprinklr

Nectar

Hootsuite

Job description

This new Operations Lead role is responsible for leading the delivery, performance, and strategic direction of a successful Social Media operations team for one of our key Clients while ensuring alignment with their broader marketing and business objectives .

Key Responsibilities:

Operational Leadership & Delivery:

• Own end-to-end delivery of Social Media operations and ensure KPIs and SLAs are met.
• Act as the key point of contact for clients and stakeholders.
• Manage day-to-day operations, resourcing, and workload planning.
• Oversee escalation management and resolution.
• Identify and manage risk – including brand risk management

Social Media Management & Analytics:

• Monitor responses to comments, messages and mentions to foster community engagement and enhance member experience
• Ensure all responses are on brand and in line with company values and goals
• Manage social media crises and support with de-escalations.
• Manage social media tools and platforms used for scheduling, listening and analytics
• Stay up to date with social media trends, algorithm changes and best practices
• Develop and implement social media strategies aligned with business goals
• Analyze current marketing efforts to pinpoint weaknesses and make improvements
• Implementation of operational efficiencies and deployment of industry best practices to improve client outcomes and service effectiveness.
• Lead and develop a team of Social Care Team Managers and Social Care Representatives
• Conduct performance reviews and ongoing coaching
• Foster a culture of collaboration and continuous improvement

Client & Stakeholder Management:

• Build strong client relationships and act as a trusted advisor.
• Produce regular business reviews (weekly, monthly, and quarterly review) with insights and recommendations.
• Deliver presentations and performance updates.
• Ensure client satisfaction and alignment.
• Proactively identifying opportunities for service enhancement
• Translating client objectives into operational actions

Your profile

To thrive in this role, you should possess the following qualifications and attributes:

• 5+ years in operations or social media leadership roles.
• Experience managing teams in BPO or social media environments
• Familiar with Social media tools (e.g., Sprinklr, Nectar, Hootsuite) and Analytics platforms
• Understanding of social media KPIs; Assist with tracking and interpreting metrics to enhance user engagement, suggest content optimization
• Competent in providing high-level support to both team members and customers
• Can demonstrate high levels of initiative with the ability to plan and prioritise tasks
• You are proven to be organised, methodical and rigorous.
• Have a growth mindset and are a proactive, self-motivated individual
• Have remote working experience and capabilities.
• English Proficiency & Comprehension (spoken and written)

Why us?

• Fully Remote work from home role based in Portugal , Ireland or Romania
• Home office allowance
• Online Gym and Wellbeing Studio
• The opportunity for professional growth
• Fun company events and team outings
• Autonomy and Responsibility

ABOUT US

Otonomee is a purpose build, fully remote BPO. Otonomee was founded in 2020, to provide a different offering in the BPO industry. By leveraging our remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach.

Our clients are scaling Brands requiring global support, who share our commitment to great Customer Service by promoting a positive employee experience and a sustainable & equitable future.

Otonomee is a certified B Corporation. We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all feel respected, valued, and connected – Together We Grow