Senior Lead, Marketing Services Operations

📋 Description

• • Lead and own six operational functions within Marketing Services: Process & Automation, QA, Technical Support, Execution & Deployment, Knowledge Management, and Front Desk Services, setting strategic direction and making autonomous operational decisions without escalation.
• • Build and deploy AI-assisted workflows at scale, including AI-powered QA for Meta ads, websites, and GoHighLevel automations, and implement AI triage systems for Technical Support to close capacity gaps as the business scales from 700 to 1,000+ medspas.
• • Drive measurable quality improvements by auditing error rates, escalation volumes, and ticket trends across all functions; establish baseline KPIs and execute structural fixes that deliver quantifiable reductions in errors and inefficiencies.
• • Stabilize and integrate the newly transitioned Front Desk Services team by defining clear roles, capacity models, performance dashboards, and accountability frameworks, ensuring consistent guest experience across all customer touchpoints.
• • Design and execute a sequenced, cross-functional operational roadmap to prepare Marketing Services for growth to 1,000+ providers without proportional headcount increases, aligning with Practice Success, Practice Onboarding, and Revenue Operations teams.
• • Contribute a credible, data-backed operational POV to H2/2027 planning, ensuring scalability is baked into process design, not added as an afterthought.
• • Leverage modern operations stack tools — ClickUp, HubSpot, Zapier/N8N, and GoHighLevel — to build and optimize workflows, with deep practical experience in identifying breakdown points and engineering solutions at scale.
• • Serve as the primary cross-functional operator, driving alignment and accountability with peers in Revenue Operations, Business Operations, Product, and Service Operations without requiring managerial mediation.
• • Hold direct accountability for team outcomes, not just activity, with a focus on sustainable systems that enable growth without linear resource expansion.
• • Develop and coach team members toward promotion-readiness, investing in their professional growth and building leadership capability within the operational functions.
• • Operate as a first-principles problem solver, identifying leverage points for automation and AI that transform how the team operates, not just streamline it.
• • Maintain strict adherence to quality standards while scaling, ensuring that increased volume does not compromise accuracy, consistency, or customer experience.
• • Own the end-to-end operational lifecycle for marketing service delivery, from campaign deployment to post-execution QA and knowledge retention, ensuring continuous improvement and scalability.
• • Collaborate with revenue and product teams to ensure operational feedback loops inform product development and service evolution, creating a feedback-driven growth engine.
• • Establish transparent performance metrics and reporting structures visible to leadership, enabling data-informed decision-making and proactive scaling.
• • Cultivate a culture of ownership, speed, and simplicity, aligning team behaviors with company values: act as owners, give more than we take, move with speed and care, and simplify and learn every day.