Description

Role Overview
The Operations Lead – Service Delivery is responsible for driving operational excellence,
governance, and predictability across Get Levrg’s service delivery function. This role serves
as a critical bridge between Project Management, Customer Success, Creative, Video, and
Technical teams, ensuring work is delivered consistently, risks are managed proactively,
and data-driven decisions guide execution.
The Operations Lead will oversee active project escalations, maintain governance over
service delivery data and reporting, and lead process improvement initiatives that
strengthen delivery quality, efficiency, and client confidence.
This role is ideal for someone who thrives in fast-paced agency environments and is
passionate about building systems, improving processes, and enabling teams to perform at
their best.

Key Responsibilities
 Act as the primary operational point of escalation for active and at-risk client
projects
 Partner with PMs, CSMs, and team leads to assess issues, identify root causes, and
drive resolution
 Ensure escalations are documented, prioritized, and resolved with clear
ownership and timelines
 Facilitate escalation reviews and ensure lessons learned are captured
 Maintain and continuously improve service delivery dashboards and reports
 Ensure data accuracy and consistency across PM and delivery systems (e.g.,
Monday.com)
 Provide regular insights and summaries to leadership to support decision-making
 Identify gaps, inefficiencies, and risks in current delivery workflows

 Lead process improvement initiatives across intake, scoping, execution, QC,
and delivery
 Partner with teams to document and maintain SOPs and playbooks
 Drive standardization while balancing flexibility for client needs
 Support automation and tooling initiatives that reduce manual effort and errors
 Work closely with:
o Project Management
o Customer Success
o Marketing
 Ensure alignment on priorities, timelines, and capacity
 Support smooth handoffs between teams and reduce friction across workflows

Required Qualifications
 5+ years of experience in operations, service delivery, or project management
 Prior experience in a marketing agency, digital services firm, or professional
services environment
 Strong understanding of service delivery workflows and client-facing
operations
 Proven experience managing escalations and cross-functional dependencies
 Strong analytical and data governance skills
 Comfortable working with PM and reporting tools (e.g., Monday.com, Jira, Asana,
dashboards)
 Excellent communication and stakeholder management skills
 Ability to influence without authority and bring structure to complex situations
 Experience supporting international or North American clients
 Exposure to operational frameworks such as EOS, ITIL, or Lean process
improvement
 Experience leading SOP creation and operational change initiatives
 Familiarity with automation, reporting, or BI tools

Why us:

- Fully sponsored thrice-a-week lunches.

- Bi-annual festival bonuses as per local regulation.

-Be part of a fast-growing international marketing agency serving North American clients.

-Competitive compensation packages tied to performance KPIs, with more employee perks in development.

-Work in a high-performance, fun, and politics-free environment.

-Collaborate closely with leadership and cross-functional teams.

-Gain exposure to global marketing standards and best practices.

-Grow your career in an organization that values ownership, ideas, and continuous learning.

-Make a visible impact as we scale and strengthen our presence in Bangladesh.