People & Operations Leader, Business Services Delivery

agencycyber; Richmond (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

PTO and Sick Days

Federal holidays

401(k) match

Healthcare stipend

Gym stipend

Team lunches

Stock options

Job summary

Agency Cybersecurity is seeking a Business Services Manager in Richmond, VA to oversee the day-to-day delivery of core business services through a team of junior professionals. The role emphasizes people management, operational execution, workflow efficiency, and service quality.

You will lead over 10 junior team members, coach them to meet client expectations, and uphold internal standards. This is a hands-on leadership position requiring organization, process discipline, and a track record of

Qualifications

• 3+ years of experience managing teams of 5–10 people.
• Experience in a professional services environment (consulting, accounting, compliance, legal services, or similar).
• Background as Call Center Manager for B2B or Agency Service Delivery Manager for marketing, software development, or similar.
• Ability to coach and develop early-career professionals.
• Strong operational mindset with attention to detail and process discipline.
• Proven ability to meet deadlines and manage competing priorities.
• Excellent written and verbal communication skills.
• Comfortable working in a fast-paced, client-focused environment.

Responsibilities

• Directly manage, coach, and support a team of 5–10 junior team members.
• Conduct regular 1:1s, performance reviews, and goal-setting sessions.
• Support onboarding, training, and professional development.
• Foster accountability, collaboration, and a high-performance culture.
• Act as the first point of escalation for team-level issues.
• Own day-to-day execution of assigned business services and workflows.
• Ensure work is completed accurately, within defined timelines.
• Manage workload distribution, capacity planning, and task prioritization.
• Monitor service quality and adherence to processes.
• Identify operational risks and address bottlenecks.
• Document and refine SOPs.
• Track metrics related to productivity, quality, and turnaround time.
• Partner with leadership to implement process improvements and tooling changes.
• Communicate status updates, risks, and resourcing needs clearly.
• Support special projects and operational initiatives as needed.

Skills

Team management

Operational mindset

Communication

Process improvement

Cross-functional collaboration

Deadline management

Coaching & development

Tools

SOP documentation

Job description

Agency Cybersecurity is seeking a Business Services Manager in Richmond, VA to oversee the day-to-day delivery of core business services through a team of junior professionals. The role emphasizes people management, operational execution, workflow efficiency, and service quality.

You will lead over 10 junior team members, coach them to meet client expectations, and uphold internal standards. This is a hands-on leadership position requiring organization, process discipline, and a track record of