Operational Manager

Job Title: Operational Manager
Location: Remote (Flexible, aligned with Caribbean & Dubai operations)
Reporting To: Founders/Co-Founders

About Us

Upgrade to see actual info is a fast-growing platform revolutionizing the boat rental experience in the Caribbean and Dubai. We connect customers directly with boat owners, sales agents, and tour providers, ensuring seamless and unforgettable adventures. As we scale, we are looking for a highly skilled Operational Manager to build and oversee robust systems that streamline our business functions.

Role Summary

We need a proactive and results-driven Operational Manager to design, implement, and manage operational systems that drive efficiency and enhance customer experience. The ideal candidate will optimize processes across sales, finance, partner management, and customer service while ensuring smooth coordination across all departments. This is a strategic role focused on system creation, process optimization, bookkeeping, and operational excellence.

Key Responsibilities

1. System Creation & Implementation

Sales Team Operations:

Set up and manage CRM systems like Go High Level, HubSpot, or Salesforce to track leads, follow-ups, and closed deals.

Develop workflows to ensure sales agents have updated inventory, pricing, and communication templates.

Finance & Accounting:

Implement financial tracking systems such as QuickBooks, Xero, or Wave for revenue, expenses, and profit monitoring.

Oversee bookkeeping, invoicing, and automated payment collection to ensure timely transactions.

Partner Management:

Develop a Partner Relationship Management (PRM) system to onboard and monitor partnerships with boat owners and tour providers.

Set up performance dashboards to track partner compliance and quality metrics.

Customer Service:

Establish a ticketing/helpdesk system (e.g., Zendesk, Freshdesk) for efficient resolution of customer inquiries.

Design workflows to collect customer feedback for continuous process improvement.

2. Process Optimization

Map out and document Standard Operating Procedures (SOPs) for all operational processes.

Automate repetitive tasks to increase efficiency and reduce human error.

3. Team Coordination & Communication

Act as the central point of contact between sales, finance, customer service, and partner teams.

Implement communication tools like Slack or Microsoft Teams to streamline internal collaboration.

Conduct performance reviews and propose productivity improvements.

4. Data Analytics & Reporting

Set up reporting dashboards to track KPIs across sales, revenue, customer satisfaction, and partner performance.

Provide data-driven insights to the founders for strategic decision-making.

5. Compliance & Quality Assurance

Ensure all processes comply with local regulations in the Caribbean and Dubai.

Maintain high service standards through quality assurance frameworks.

Required Skills & Qualifications

Proven experience as an Operational Manager or in a similar role, preferably in tourism, travel, or hospitality.

Expertise in CRM systems, particularly Go High Level, HubSpot, or Salesforce.

Strong knowledge of financial management tools (QuickBooks, Xero, Wave) and bookkeeping.

Familiarity with customer service platforms (Zendesk, Freshdesk, Intercom).

Excellent organizational, problem-solving, and communication skills.

Ability to work with multicultural teams and manage cross-border operations.

Experience with project management tools (Upgrade to see actual info, Trello, Asana) is a plus.

Tools & Platforms to Implement

CRM: Go High Level, HubSpot, Salesforce, or Pipedrive

PRM: Zoho Partner Management or a custom Airtable/Notion solution

Finance & Bookkeeping: QuickBooks, Xero, or Wave

Customer Support: Zendesk, Freshdesk, or Intercom

Project Management: Upgrade to see actual info, Trello, or Asana

Communication: Slack or Microsoft Teams

Reporting/Dashboards: Google Data Studio, Tableau, or Power BI

What We Offer

Competitive salary based on experience.

Flexible remote work environment.

A critical role in shaping and scaling a fast-growing business.

Collaboration with a passionate and driven team.

Potential for performance-based bonuses.

How to Apply

Send your resume and a brief cover letter to Upgrade to see actual info with the subject line:"Operational Manager Application - [Your Name]"In your cover letter, share an example of a system you’ve successfully implemented that improved business operations.

Join us in shaping the future of Upgrade to see actual info!