Operations Manager

ABOUT MAINLAND

Mainland is a growth-focused marketing and public relations agency built for franchise and multi-unit brands. For 18 years, we’ve helped brands grow through disciplined storytelling, performance-driven strategy, and operational excellence.

We believe great marketing requires great infrastructure. Our clients trust us not only to tell their stories — but to execute with precision, consistency, and accountability.

We operate with urgency, clarity, and high standards. As we scale into a more institutional firm, we are strengthening our in-office leadership and operational discipline to build the next chapter of growth.

WHO WE ARE LOOKING FOR

Operations Manager – Portfolio Support (Full-Time)

This is not a general administrative role.

This role is responsible for protecting execution, deadlines, and scope integrity across a portfolio of clients.

You will serve as the operational backbone of the portfolio, ensuring:

• Deadlines are met — consistently
• Scope is tracked and protected
• Systems (Accelo) are clean and accurate
• Accountability is visible
• Nothing slips

You will work directly with Portfolio Leads and Account Managers to enforce process discipline and maintain delivery consistency.

If you thrive in structured environments, hold high standards, and take pride in clean systems and operational precision — this role is for you.

PRIMARY RESPONSIBILITIES

Portfolio Execution Oversight

• Monitor project timelines and proactively flag risk before deadlines are missed
• Ensure tasks are properly assigned, scoped, and progressing in Accelo
• Track scope compliance and surface potential overages
• Conduct weekly system hygiene audits
• Escalate delivery risks early and clearly

Workflow & Accountability Management

• Prepare structured agendas for portfolio meetings
• Capture decisions and ensure action items are logged and completed
• Maintain visible accountability tracking across accounts
• Support weekly KPI and performance reporting

Client Lifecycle Coordination

• Support onboarding and offboarding processes
• Maintain accurate client documentation and records
• Ensure deliverables are archived and organized properly

Reporting & Visibility

• Run standardized weekly portfolio reports
• Maintain dashboards and identify anomalies or deadline risks
• Provide operational visibility to Portfolio Leads

WHAT SUCCESS LOOKS LIKE (First 90 Days)

• Zero unassigned tasks sitting idle
• No recurring missed deadlines
• Clear visibility into portfolio capacity
• Portfolio Leads trust your oversight
• Clients experience smoother, more predictable delivery

You do not wait for direction. You see gaps and fix them.

IDEAL PROFILE

• 2+ years in operations, project coordination, or client service support
• Experience in agency, consulting, or professional services environments preferred
• Highly organized and systems-oriented
• Comfortable enforcing process and holding standards
• Detail-driven without being rigid
• Calm under pressure
• Strong written and verbal communicator
• Proficient in Google Workspace
• Quick to learn and master project management systems

WORK ENVIRONMENT

• Full-time role
• Hybrid (Chicago office required 3 days per week)
• Core availability during business hours required
• Time tracking required

Dedicated home workspace required