Remote Operations & Fulfilment Lead

Remote Office; Polska; Hybrid; PLN 180,000 - 240,000; Full time

Job summary

Remote Office, a global talent infrastructure company, seeks an Operations & Fulfilment Manager to own the end-to-end client fulfilment, compliance, and invoicing across our portfolio with Shift AI. You will drive project planning, pricing strategy, and performance metrics while maintaining audit-ready records and robust processes.

This role demands strategic thinking, decisiveness, and cross-team collaboration.

Qualifications

• Fluent English — written and spoken; clear, precise, professional communication
• Experience running delivery or fulfilment as projects with hard deadlines — software delivery (Agile/sprint) or recruitment/staffing fulfilment
• Experience owning statutory compliance cycles (BAS/GST/tax or equivalent) through accountants, with records kept organised
• Commercial literacy — comfortable working with revenue, margin, and pricing
• Contract drafting and review beyond templates, adapting terms to context; experience drafting or reviewing T&Cs and privacy policies
• Proven client service leadership — handling escalations and improving satisfaction, retention, and repeat business
• Decision-maker with ownership of outcomes
• Systems thinker — builds durable processes, not one-off fixes

Responsibilities

• Run client fulfilment (recruitment) as projects — scope, milestones, owners, deadlines, and tracking — so every client placement is delivered on time
• Lead project planning and execution across the businesses, and coordinate delivery teams: task allocation, sprint or project cadence, and performance tracking
• Own client satisfaction and support quality across both businesses, working with the client service team — set service standards, response times, and satisfaction measures, and hold the team to them
• Track client health (satisfaction, renewals, repeat business) and link it to revenue — spot at-risk accounts and expansion opportunities early, and work with sales to act on them
• Be the escalation point for delayed or at-risk fulfilment and client issues, and resolve them before they become churn
• Work with revenue and profit data as part of the job — track margin by client, role, and region, and flag leakage early
• Design and execute cost and pricing strategy across both businesses — reviewing resourcing costs, setting client pricing, and protecting margins as we scale
• Own client invoicing — accuracy, timeliness, and follow-through are non-negotiable
• Own tool and software subscription management — renewals, cancellations, cost reviews
• Own BAS and tax filing deadlines — ensure every filing is lodged on time, liaising with the accounting team and external accountants
• Make sure records, documentation, and filings are kept in an organised, audit-ready way, and direct the bookkeeper’s compliance and invoicing work
• Fine-tune contracts to the context of each deal — client, service, and contractor agreements — so terms fit the situation and protect the business
• Draft, review, and maintain the businesses’ Terms & Conditions and Privacy Policies, and keep them current as the businesses and regulations change
• Weigh commercial and legal risk in the business’s best interest, and bring in external legal counsel for high-stakes or unusual matters
• Help the portfolio startups scale their operations in a cost-effective, aggressive direction — lean processes, tooling, and cost controls drawn from what works in Remote Office and Shift AI
• Build and maintain operational systems, documentation, and reporting that let the business run without founder involvement
• Prepare business and client-facing presentations as required — Canva proficiency expected
• Collaborate regularly with clients, team members, accountants, and external parties in a clear, professional manner

Skills

Project delivery

Compliance

Client service leadership

Systems thinking

Decision making

Contract drafting

Commercial literacy

Communication

Tools

ClickUp

Slack

Zoho Books

AI agents

Job description

Remote Office, a global talent infrastructure company, seeks an Operations & Fulfilment Manager to own the end-to-end client fulfilment, compliance, and invoicing across our portfolio with Shift AI. You will drive project planning, pricing strategy, and performance metrics while maintaining audit-ready records and robust processes.

This role demands strategic thinking, decisiveness, and cross-team collaboration.