Operations Manager (WordPress & Client Success)

Summary

Spacious is a web design and development company based in Philadelphia seeking an Operations Manager to enhance client success and project delivery. The role involves managing client communications, coordinating website projects, and ensuring high-quality support while maintaining organized workflows.

Responsibilities

• Primary day-to-day point of contact for active clients
• Proactive updates, meeting scheduling, follow-up emails, clear next steps
• Handle routine concerns calmly, and know which conversations should come to me
• Build long-term trust through consistency and responsiveness
• Provide friendly but firm nudges to provide content, feedback, and other requests on schedule
• Review and send monthly care plan reports
• Coordinate four to seven concurrent website projects from kickoff through launch
• Keep timelines, tasks, and documentation current and accurate
• Catch stalls and missing information before they become problems
• Thoroughly check deliverables to find mistakes and problems
• Every active project should have a clear status, defined owner, and next action at all times
• Own the support inbox: triage, prioritization, client responses, delegation, and follow-through
• Handle routine requests yourself — content updates, page builder edits, plugin configuration, menus, media, forms, users, redirects, basic troubleshooting
• Diagnose an issue well enough to tell whether it's content, configuration, a plugin, hosting, or custom code
• Escalate advanced development, server, security, or performance problems with useful context attached
• Build out pages and populate content using an existing design system and prebuilt components, so the result looks solid before passing back to me
• Get the details right: spacing, hierarchy, image treatment, and consistency with the rest of the site
• Take the first pass at client revision requests, assigning to team members or client as you go, while also using judgment about which ones to execute as asked and which ones to push back on
• Assign work to Guilda with clear context, priority, and acceptance criteria, then review it before it reaches the client
• Onboard new care plan clients
• Manage client support credit usage and billing
• Maintain and improve our existing SOPs, templates, and documentation
• Support marketing efforts (drafting MailChimp newsletters, building case studies, etc.)
• Use AI tools (Claude, ChatGPT) thoughtfully to reduce repetitive work. Verify output before acting on it, especially when making changes to production websites
• Look for process improvements once you understand why the current process exists

Skills

• 2–5 years experience coordinating projects or managing client relationships
• Hands-on WordPress experience: content management, page builders, routine troubleshooting
• A reliable eye for visual quality. You don't need to be a designer, but you should be able to tell when a page looks right and when something is off, and build within an established design system
• Excellent written communication — warm, concise, and clear
• Exceptional organization. You'll need to be more organized than I am, with your own reliable system for tasks, deadlines, notes, and files
• High level of attention to detail when checking your work, proofreading, testing websites, etc
• Comfort juggling multiple threads and competing priorities without getting rattled
• Someone who notices what needs attention and acts on it without waiting to be asked
• Good judgment about when to solve something yourself, when to ask, and when to push back (including on a confident-sounding AI suggestion)
• Comfortable learning unfamiliar tools and technologies independently
• Basic HTML/CSS or PHP awareness
• Familiarity with hosting, domains, SFTP, and similar basics
• Website QA/testing experience
• Experience with Beaver Builder, Advanced Custom Fields, Gravity Forms, WooCommerce and other plugins we use heavily
• Experience with Google Analytics
• Experience working with nonprofits or mission-driven organizations
• Located within driving distance of Philadelphia, for occasional in-person meetings. Genuinely optional, and it has no bearing on hiring

Qualifications

Must Haves

• 2–5 years experience coordinating projects or managing client relationships
• Hands-on WordPress experience: content management, page builders, routine troubleshooting
• A reliable eye for visual quality. You don't need to be a designer, but you should be able to tell when a page looks right and when something is off, and build within an established design system
• Excellent written communication — warm, concise, and clear
• Exceptional organization. You'll need to be more organized than I am, with your own reliable system for tasks, deadlines, notes, and files
• High level of attention to detail when checking your work, proofreading, testing websites, etc
• Comfort juggling multiple threads and competing priorities without getting rattled
• Someone who notices what needs attention and acts on it without waiting to be asked
• Good judgment about when to solve something yourself, when to ask, and when to push back (including on a confident-sounding AI suggestion)
• Comfortable learning unfamiliar tools and technologies independently

Nice to Haves

• Basic HTML/CSS or PHP awareness
• Familiarity with hosting, domains, SFTP, and similar basics
• Website QA/testing experience
• Experience with Beaver Builder, Advanced Custom Fields, Gravity Forms, WooCommerce and other plugins we use heavily
• Experience with Google Analytics
• Experience working with nonprofits or mission-driven organizations
• Located within driving distance of Philadelphia, for occasional in-person meetings. Genuinely optional, and it has no bearing on hiring