Lead the operations behind one of Australia’s leading organic social media agencies.

At So Social, we help ambitious brands grow through strategy, content creation and social media management. As we continue to grow, we’re looking for an experienced Operations Manager to become the operational backbone of our business.

This is not an administration role.

This is a senior leadership position responsible for ensuring the business operates efficiently, our team is supported, our clients receive an exceptional experience, and our Founder is free to focus on business growth, strategy and innovation.

If you’re someone who thrives on creating order, leading people and solving problems before they become problems, we’d love to hear from you.

Reporting directly to the Founder, you’ll oversee the day-to-day operations of the agency, driving operational excellence across people, systems, processes and client experience. You’ll work closely with our leadership team to ensure the business runs efficiently while identifying opportunities for continuous improvement as we scale.

You’ll be empowered to make decisions, implement systems and create structure across the business.

Key Responsibilities

Operations & Business Management

Lead the day-to-day operations of the agency

Develop, implement and improve operational systems and processes

Ensure workflows, deadlines and business priorities remain on track

Drive operational efficiency across all departments

Monitor agency performance and identify opportunities for improvement

Coordinate internal projects and business initiatives

Lead, mentor and support our Account Manager Team Leader

Foster a high-performing, accountable and positive team culture

Conduct regular team check-ins and performance conversations

Assist with recruitment,



onboarding and staff development

Support conflict resolution and performance management where required

Client Operations

Oversee client onboarding and offboarding processes

Monitor client health and proactively manage escalations

Ensure operational excellence across all client accounts

Work closely with department leaders to maintain exceptional service standards

Financial & Commercial Operations

Oversee accounts receivable processes and outstanding debt management

Ensure operational compliance with contracts and client documentation

Monitor agency capacity, resource planning and workload allocation

Support business reporting and operational forecasting

Executive Support

Act as the operational second-in-command to the Founder

Filter operational matters and provide recommendations, not just problems

Protect leadership time by owning day-to-day operational decisions

Ensure the business continues to operate effectively in the Founder’s absence

About You

You’ll be an experienced leader who enjoys taking ownership and creating structure.

You’ll bring:

Previous experience in an Operations Manager, General Manager or Agency Leadership role

Strong leadership and people management skills

Exceptional organisational and time management abilities

Outstanding communication and relationship-building skills

Commercial awareness and sound business judgement

A proactive,



solutions-focused mindset

The ability to remain calm and decisive under pressure

Experience improving systems, processes and operational efficiencies

Agency experience is highly regarded, however we also welcome applicants from professional services, marketing, consulting or fast-paced service businesses.

What Success Looks Like

The agency runs efficiently with strong operational systems in place.

Team members are supported, accountable and performing at a high level.

Clients experience seamless service from onboarding through to delivery.

Operational issues are identified and resolved before they escalated.

Financial processes are managed proactively.

The Founder can focus on growth, strategy and leadership rather than day-to-day operations.

Why Join So Social?

Join one of Australia’s leading organic social media agencies.

Work directly alongside an experienced Founder and leadership team.

Genuine opportunity to shape the future of a growing business.

Leadership role with autonomy and influence.

Work with exciting brands across beauty, hospitality, retail, health and professional services.

Supportive, ambitious and cooperative team culture.

Opportunities for professional development and career growth.

To Be Successful In This Role You Will Be

- Calm under pressure
- Highly organised
- Commercially minded
- Solutions focused
- Emotionally intelligent
- A natural leader who enjoys building high-performing teams
- Passionate about creating systems that help businesses scale

If you’re looking for an opportunity to lead operations in a growing, fast-paced agency where your work will have a genuine impact, we’d love to hear from you.

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📌 Operations Manager (Rocky River)
🏢 So Social
📍 Rocky River