Operations Manager at Pavago in MX

Position Type: Full-Time Location: Remote Working Hours: U.S. Business Hours

About the Role

We are seeking a highly organized, proactive and results-driven Operations Manager to oversee day-to-day client operations and implementation activities. This role is responsible for turning business decisions and recommendations into clear action plans, coordinating stakeholders, maintaining operational documentation and ensuring projects and client engagements move forward on schedule. The ideal candidate is an independent operator who can manage multiple priorities, communicate confidently with U.S.-based clients, identify blockers, and drive work to completion without requiring constant supervision.

Key Responsibilities:

Operations & Implementation Management

• Own the day-to-day execution of implementation plans across multiple client engagements.
• Translate business decisions and recommendations into clear tasks, owners, deadlines and deliverables.
• Track project milestones and ensure commitments are completed on time.
• Coordinate with clients, internal teams and stakeholders to keep initiatives moving.
• Identify operational gaps and recommend practical solutions.

Project Tracking & Documentation

• Maintain accurate project plans, implementation trackers, and client documentation.
• Keep project status, deadlines and action items up to date.
• Ensure important information and commitments are properly documented.
• Maintain clear visibility into project progress and outstanding items.

Client Communication & Coordination

• Communicate directly and professionally with client owners, managers, and team members.
• Prepare agendas, materials and status updates for client meetings.
• Capture decisions, commitments and action items during meetings.
• Follow up with stakeholders until assigned tasks are completed.
• Build strong professional relationships while maintaining accountability.

Operational Documentation

• Create and maintain SOPs, process documentation, and process maps.
• Develop KPI scorecards, accountability tools, and operational trackers.
• Organize information in a clear and structured format.
• Help client teams establish more consistent and efficient workflows.

Blocker Management & Problem Solving

• Proactively identify delays, risks, and operational blockers.
• Resolve issues independently whenever possible.
• Escalate complex issues with the appropriate context and recommended solutions.
• Ensure potential problems are communicated early rather than after they impact delivery.

Required Experience & Skills:

Must-Have

• 3+ years of experience in Operations, Project Management, Implementation, Client Success, Business Operations, or a related field.
• Proven experience owning projects or initiatives through completion.
• Experience supporting U.S based clients or companies.
• Excellent written and spoken professional English.
• Strong project and organizational skills with the ability to manage multiple priorities.
• Ability to work independently with minimal supervision.
• Strong follow-up and stakeholder management skills.
• Confidence communicating with senior stakeholders and holding people accountable professionally.
• Experience working with spreadsheets, project management tools, CRM systems, or documentation platforms.
• Ability to learn and adapt to new software and workflows quickly.
• Strong problem-solving, judgment, and decision-making skills.

What Makes You a Strong Fit:

• You take ownership of outcomes, not just assigned tasks.
• You can understand a goal, determine what needs to happen, and organize the work without step-by-step direction.
• You proactively communicate when something is delayed, unclear, or at risk.
• You are comfortable following up with senior stakeholders and keeping projects moving.
• You maintain clean documentation, accurate trackers, and reliable follow-through.
• You can adapt your communication style when working with founders, clients, managers, and frontline employees.
• You are comfortable working in an ambiguous environment and finding practical solutions.
• You take pride in operational excellence and consistently look for ways to improve processes.

Typical Day:

Your day will begin by reviewing active client projects and implementation trackers to identify priorities, upcoming milestones, and potential blockers. You may prepare for client meetings, provide status updates, coordinate with stakeholders, and follow up on outstanding action items.

Throughout the day, you may also create an SOP, develop a KPI scorecard, update project documentation, or help resolve an operational issue for a client. You will regularly communicate with U.S.-based clients and internal stakeholders to ensure commitments stay on track.

You will close the day by updating project trackers, documenting progress, identifying any risks or blockers, and ensuring priorities are clearly defined for the next day.

Interview Process:

1. Initial Screening
2. Client Interview
3. Offer Stage

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