About The Role
Job Title: Operations Lead -
Location: Remote based in Portugal
Terms: Permanent Contract / Full-Time 40h weekly
Schedule: Monday to Friday, 8h rotation shifts (9am to 17:30 and 15:30 to 12pm). Occasional weekends may be included
Role Overview: The Operations Lead – is responsible for leading the delivery, performance, and strategic direction of Social Media operations while ensuring alignment with broader marketing and business objectives.
Key Responsibilities: Operational Leadership & Delivery: - Own end-to-end delivery of Social Media operations and ensure KPIs and SLAs are met.
- Act as the key point of contact for clients and stakeholders.
- Manage day-to-day operations, resourcing, and workload planning.
- Oversee escalation management and resolution.
- Identify and manage risk – including brand risk management
Social Media Management & Analytics: - Monitor responses to comments, messages and mentions to foster community engagement and enhance member experience
- Ensure all responses are on brand and in line with company values and goals
- Manage social media crises and support with de-escalations.
- Manage social media tools and platforms used for scheduling, listening and analytics
- Stay up to date with social media trends, algorithm changes and best practices
- Develop and implement social media strategies aligned with business goals
- Analyze current marketing efforts to pinpoint weaknesses and make improvements
- Implementation of operational efficiencies and deployment of industry best practices to improve client outcomes and service effectiveness.
Team Leadership & Development: - Lead and develop a team of Social Care Team Managers and Social Care Representatives
- Conduct performance reviews and ongoing coaching
- Foster a culture of collaboration and continuous improvement
Client & Stakeholder Management: - Build strong client relationships and act as a trusted advisor.
- Produce regular business reviews (weekly, monthly, and quarterly review) with insights and recommendations.
- Deliver presentations and performance updates.
- Ensure client satisfaction and alignment.
- Proactively identifying opportunities for service enhancement
- Translating client objectives into operational actions
Your profile
To thrive in this role, you should possess the following qualifications and attributes:
- 5+ years in operations or social media leadership roles.
- Experience managing teams in BPO or social media environments
- Familiar with Social media tools (e.g., Sprinklr, Nectar, Hootsuite) and Analytics platforms
- Understanding of social media KPIs; Assist with tracking and interpreting metrics to enhance user engagement, suggest content optimization
- Competent in providing high-level support to both team members and customers
- Can demonstrate high levels of initiative with the ability to plan and prioritise tasks
- You are proven to be organised, methodical and rigorous.
- Have a growth mindset and are a proactive, self-motivated individual
- Have remote working experience and capabilities.
- English Proficiency & Comprehension (spoken and written)
Why us?
Fully Remote work from home role based in Portugal
A competitive salary
€20 Monthly Internet Allowance
€10.46 Meal Allowance per working day
Equipment provided
Home office allowance
Online Gym and Wellbeing Studio
The opportunity for professional growth
Fun company events and team outings
Autonomy and Responsibility
OTO1
