Operations Lead

Job Description

The Operations Lead is responsible for running the day-to-day operations of the Appointment Engine.

This role ensures that leads move smoothly from ads to qualification, booking, and confirmed advisory meetings,

while maintaining process discipline, data accuracy, and continuous improvement. This is a hands-on execution role

that works inside the CRM daily and coordinates closely with the Media Buyer and SDR.

Key Responsibilities

-End-to-End Operations Ownership

Oversee the full appointment flow from lead capture to show-up

Ensure SOPs and SLAs are followed

Monitor queues, calendars, and pipelines daily

-CRM & Workflow Execution

Manage CRM stages, routing rules, and booking workflows

Maintain clean data and reporting

-Team Coordination

Coordinate with Media Buyer on lead volume and quality

Coordinate with SDR on speed-to-lead and booking accuracy

-Monitoring & Reporting

Track leads, bookings, show-ups, and no-shows

Prepare weekly performance summaries

-Quality Control & Improvement

Review booking outcomes and call notes

Suggest workflow and script improvements

-Client Load Monitoring

Monitor client capacity and calendar balance

Flag overload or underutilization

-Success Metrics (KPIs)

Show-up rate

SLA compliance

Booking accuracy

Cost per showed appointment

Reduction in no-shows

Required Skills & Experience

Must-Have

CRM experience (HubSpot, GoHighLevel, Zoho, etc.)

Strong operations and coordination skills

Comfortable with daily metrics

Nice-to-Have

Lead generation or appointment-setting background

Basic paid ads funnel understanding