Company Description
Remote Talent is an Australian-based virtual assistant and offshore staffing agency that helps businesses scale with high-quality, reliable talent from the Philippines and beyond. We specialise in sourcing, training, and managing dedicated VAs across admin, customer support, finance, marketing, and industry-specific roles including NDIS, healthcare, property, and trades.
Role Title: Operations Manager
Location: Remote
Employment Type: Full-Time
Working Hours: Australian Business Hours
Reports To: Directors
Key Responsibilities
Client Success & Retention
- Conduct regular client check-ins and relationship management
- Ensure clients are satisfied with their Virtual Assistant performance
- Handle escalations, concerns, and operational issues professionally
- Monitor client retention and identify risks before cancellations occur
- Improve overall client experience and communication standards
- Implement systems to improve referrals and long-term retention
Virtual Assistant Management
- Oversee the performance and accountability of Virtual Assistants
- Identify underperforming staff and create improvement plans
- Manage staff concerns, attendance issues, and professionalism standards
- Ensure VAs follow company processes, SOPs, and communication expectations
- Support onboarding and training of new hires
- Help build and improve internal training and bootcamp systems
- Maintain high staff morale, culture, and engagement
Operations & Systems
- Build and improve operational workflows and SOPs
- Ensure systems are documented, scalable, and followed correctly
- Track operational KPIs and prepare weekly reporting for leadership
- Identify inefficiencies and implement process improvements
- Work closely with recruitment, sales, and onboarding teams
- Help improve communication systems across Slack, CRM, and internal tools
- Ensure task journals and SOPs are maintained accurately
Leadership & Accountability
- Hold staff accountable to company expectations and performance standards
- Create structure and consistency across the business
- Support the leadership team with operational decision-making
- Assist with scaling the business while maintaining service quality
- Lead by example with professionalism, responsiveness, and ownership
- Foster a culture of high performance, urgency, and continuous improvement
- KPIs & Success Metrics
Success in this role may include:
Reducing client attrition
Improving VA retention and performance consistency
Increasing client satisfaction scores
Faster issue resolution times
Improved onboarding and training outcomes
Better SOP compliance across teams
Stronger communication and accountability internally
What We’re Looking For
Required Skills & Experience
- Previous experience in Operations Management, Client Success, or Team Leadership
- Experience managing remote teams or offshore staff
- Strong organisational and leadership skills
- Excellent communication and conflict-resolution abilities
- Ability to manage multiple moving parts simultaneously
- High attention to detail and accountability
- Strong problem-solving and decision-making skills
- Ability to thrive in a fast-paced scaling environment
Preferred Experience
- Experience working within a VA agency, recruitment agency, or outsourcing business
- Experience with Filipino remote teams
- Experience improving operational systems and retention
- Familiarity with CRMs and operational software
- Software & Tools
Experience with the following is highly regarded:
- Slack
- GoHighLevel (GHL)
- Zoho Recruit
- Google Workspace
- ClickUp / Asana / Trello
- Hubstaff
- Zoom
The ideal candidate is:
- Proactive and highly accountable
- Calm under pressure
- Process-driven but adaptable
- Strong with people and communication
- Results-focused and execution-oriented
- Able to identify problems quickly and take ownership of solutions
- Passionate about building teams and improving operations