Operations Head

Digivibrant Techsolutions; Dadri; On-site; INR 900,000 - 1,300,000; Full time

Job summary

DigiXgency in India seeks a delivery-focused professional to own client execution health across active accounts. You’ll translate client goals into actionable weekly plans, monitor progress, and escalate risks to protect timelines.

A strong emphasis on documentation, SOPs, and cross-team coordination will shape scalable client delivery. As the agency grows from 10 to 30 clients, you will establish systems, track performance, and implement processes that reduce founder intervention.

Responsibilities

• Own the execution health of every active client
• Define goals, deliverables, deadlines and owners for each client
• Convert strategy into weekly and monthly execution plans
• Ensure campaigns, creatives, funnels, websites, reports move on schedule
• Identify delivery risks before client escalations
• Maintain visibility across completed, pending, delayed and blocked tasks
• Conduct internal delivery reviews
• Ensure client commitments are followed post-meeting
• Establish escalation mechanisms for critical delays
• Maintain strong quality-control standards before delivery
• Monitor client satisfaction and concerns to prevent cancellations
• Track performance vs expectations and take corrective actions
• Coordinate cross-department actions to fix issues
• Run structured client review mechanisms and action point follow-ups
• Identify at-risk accounts and collaborate with growth to retain/expand
• Implement KRAs/KPIs, weekly performance reviews, and ownership tracking
• Create SOPs for onboarding, communication, campaign launches, reporting and handovers
• Scale operations from 10 to 30 clients with documented processes
• Promote accountability and reduce founder involvement in routine execution

Job description

Role & responsibilities

Key Result Area 1: Client Delivery Excellence

You will own the execution health of every active client.

Responsibilities include:

• Ensure every client has clearly defined goals, deliverables, deadlines and owners.
• Convert strategy into weekly and monthly execution plans.
• Ensure campaigns, creatives, funnels, websites, reports and other deliverables move according to schedule.
• Identify delivery risks before they become client escalations.
• Maintain visibility across completed, pending, delayed and blocked tasks.
• Conduct internal delivery reviews.
• Ensure client commitments are never forgotten after meetings.
• Establish escalation mechanisms for critical delays.
• Maintain strong quality-control standards before work reaches clients.

Success metrics

• 95%+ deliverables completed within committed timelines.
• Near-zero tasks lost because of communication gaps.
• Client escalations identified proactively.
• Reduced founder involvement in routine execution.
• Clear accountability for every important task.

Key Result Area 2: Client Retention & Experience

You will help protect one of the most valuable assets of the agency:

You will:

• Monitor client satisfaction.
• Understand client concerns before they become cancellation conversations.
• Track performance expectations versus actual delivery.
• Coordinate corrective action across departments.
• Run structured client review mechanisms.
• Ensure MOMs and action points are implemented.
• Identify accounts at risk.
• Work with the growth team to strengthen retention and expansion opportunities.

Success metrics

• Strong month-on-month retention.
• Reduction in avoidable client churn.
• Faster resolution of client complaints.
• Higher client confidence in DigiXgency's execution.

Key Result Area 3: Team Accountability

You will establish an environment where people know:

What they own.

What success looks like.

What their deadline is.

What happens when something gets delayed.

Responsibilities:

• Daily and weekly task visibility.
• KRA/KPI implementation.
• Weekly performance reviews.
• Deadline monitoring.
• DMD/DER discipline.
• Ownership tracking.
• Department coordination.
• Performance improvement plans where necessary.
• Escalation of repeated accountability issues.
• Recognition of strong performers.

Your job is not to constantly chase people.

Your job is to build a system where chasing becomes unnecessary.

Key Result Area 4: Agency Systems & SOPs

One of your biggest responsibilities will be converting founder-dependent operations into documented systems.

You will create or improve SOPs for:

• Client onboarding
• Client communication
• Campaign launch
• Creative production
• Website/funnel execution
• Reporting
• Task management
• Meetings
• Quality assurance
• Escalations
• Client renewal
• Client offboarding
• Internal handovers
• New employee onboarding
• Performance reviews
• Resource allocation

Core expectation

When DigiXgency grows from 10 clients to 30