Operations Manager / Client Concierge

Position Overview

This is a working role is for a highly organized, client-obsessed operational leader who can manage the full scope of internal operations while serving as the firm's primary client concierge in a photography business. This position operates within a small flourishing photography business, where team members contribute across multiple areas to support continued growth. The Operations Manager / Client Concierge sits at the intersection of operations and white-glove client service — driving process excellence across the organization while ensuring every client interaction reflects the firm's commitment to responsiveness, professionalism, and care. The ideal candidate brings operations judgment, a systems-thinking mindset, and the relationship instincts of a true concierge.

Requirements

Key Responsibilities

Client Experience and Relationship Management

·        Serve as the firm's primary client concierge — the trusted point of contact for all client inquiries, escalations, and high-priority needs — ensuring every interaction is handled with speed, discretion, and a solutions-first mindset.

·        Build and sustain strong long-term client relationships through proactive outreach, consistent follow-through, and an unwavering commitment to client satisfaction.

·        Design and oversee the client onboarding experience from initial engagement through full activation, ensuring a seamless, professional, and personalized transition.

·        Anticipate client needs before they arise, identifying service gaps and implementing proactive measures to elevate the overall client experience.

·        Handle all sensitive client information with the highest level of discretion, confidentiality, and professional integrity.

Operations Leadership and Workflow Management

·        Oversee and optimize day-to-day operational workflows across departments, ensuring efficiency, accountability, and consistent service delivery standards.

·        Develop, implement, and continuously improve internal processes, SOPs, and systems that scale with the organization's growth.

·        Oversee cross-functional coordination efforts, serving as the operational hub that connects teams, aligns priorities, and eliminates bottlenecks.

·        Monitor operational KPIs and service metrics, producing regular reporting and executive summaries for leadership review.

·        Manage and maintain data integrity across CRM systems, internal databases, and shared platforms — always ensuring accuracy and accessibility.

Team Collaboration and Accountability

·        Provide mentorship and accountability to operations and client services staff, fostering a culture of excellence and continuous improvement.

·        Help drive performance expectations, conduct regular check-ins, and support team development through coaching and structured feedback.

·        Assist the CEO in staffing, workflow assignments, and resources allocation across the operations function.

Scheduling, Communications, and Executive Support

·        Manage complex scheduling, meeting logistics, and stakeholder coordination.

·        Prepare and deliver quality client-facing materials including status reports, presentations, proposals, meeting summaries, and service updates.

·        Track all open action items and outstanding deliverables across the organization, escalating critical issues to leadership with context and recommended resolution.

Strategic and Cross-Functional Collaboration

·        Partner with senior leadership to align operational strategy with organizational objectives, contributing insights that drive both efficiency and client retention.

·        Collaborate with sales, account management, finance, and compliance teams to ensure seamless service delivery and cross-departmental alignment.

·       Foster and participate in firm-wide initiatives, process improvement projects, and technology implementations as a subject matter expert.

Qualifications

·        5+ years of progressive experience in operations, client services, or executive administration. 

·        Exceptional written and verbal communication skills, with the ability to engage confidently and professionally at the executive level.

·        Proficiency in Google Workspace, particularly Gmail, Google calendar, and Google Drive; advanced skills preferred.

·        Comfort learning new technology, including proprietary CRM, scheduling, booking, and contract systems.

·        Demonstrated ability to manage complex, competing priorities in a fast-paced, high-accountability environment.

·        Strong systems-thinking mindset with a track record of building and improving operational processes.

·        High attention to detail, impeccable organizational skills, and consistent follow-through at scale.

·        Proven ability to mentor and collaborate with teams.

·        Client-first orientation with genuine commitment to delivering a white-glove service experience.

·        Bachelor's degree in Business Administration, Operations Management, Communications, or a related field required, advanced degree a plus.

·        Willingness to pitch in as a Stylist when needed; training will be provided.

Competencies

·        Client Focus — Elevates the client’s experience in every decision, process, and interaction.

·        Operational Excellence — Builds, manages, and continuously improves systems that scale.

·        Communication Excellence — Engages with clarity, professionalism, and executive presence across all channels.

·        Strategic Thinking — Connects day-to-day operations to long-term organizational goals.

·        Leadership and Accountability — Inspires performance, sets clear expectations, and follows through.

·        Adaptability — Responds effectively to shifting priorities, emerging needs, and organizational change.

·        Problem-Solving — Identifies issues proactively, evaluates options, and drives timely resolution.

·        Collaboration — Partners across functions to align teams and achieve shared outcomes.

·        Attention to Detail — Produces accurate, thorough work consistently and at scale.

·        Initiative — Takes ownership, anticipates needs, and moves forward without being directed.

Ideal Candidate

You are a rare combination: operationally rigorous and genuinely client obsessed. You build systems that scale, mentor and collaborate with teams that perform, and show up for clients in a way that makes them feel like they're your only priority. You bring operational-level judgment to every challenge, see around corners before problems arise, and never wait to be told what needs doing. You are the person who makes the whole organization run — and the person clients trust most. 

Equal Opportunity

hrEdge, and our client,are committed to providing equal employment opportunities to all employees and applicants. Employment decisions are based on merits, qualifications, and abilities without regard to race, color, religion, sex, national origin, disability, age, or any other characteristic protected by applicable law.

Benefits

Compensation: $45,760/yr. to $52,000/yr.

Benefits: 

·        Medical, vision and dental insurance.

·        SEP IRA contributions available to employees who have completed 3 years of service.

·        PTO