Monday.com | Operations & Systems Manager

OPERATIONS & SYSTEMS MANAGER

( ---------- • Agency Systems • AI & Intelligence)

About PM Digital

PM Digital is a high-performance CRO & Shopify agency working with fast-growing DTC brands.
We run CRO programs, build high-converting landing pages, and optimise post-click experiences — all focused on profit, not vanity metrics.

We are scaling — and systems must scale with us.

We are transitioning from ClickUp ? ---------- , tightening delivery, increasing visibility, integrating AI, and building an operating system that leadership can trust without micromanaging.

This role exists to design, own, and continuously improve that system.

Role Mission (Read Carefully)

You are not a project manager.
You are not running day-to-day tasks.
You are not managing people.

You are the Systems Owner.

Your mission is to:
• build the operating system the agency runs on
• connect tools, data, and workflows
• surface the right numbers
• reduce chaos and manual thinking
• protect leadership time
• enable predictable delivery at scale

If something breaks operationally, you fix the system — not chase people.

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What You Will Own

1. ---------- — Our Core Operating System (Primary Responsibility)

You fully own ---------- at PM Digital.

This includes:
• designing all boards, automations, templates, dashboards
• structuring pods, clients, delivery lifecycles
• enforcing “one task = one lifecycle”
• building role-specific views (CRO, design, dev, QA, PM, leadership)
• translating SOPs into system logic
• ensuring the system reflects how we actually work

You d ---------- how work flows.
Others execute inside the system.

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2. Delivery Visibility & Predictability

You build systems that make it obvious:
• what is moving
• what is blocked
• what is late
• where risk is forming
• what needs leadership attention

No Slack chasing.
No guessing.

If leadership asks “what’s going on?” — the system answers.

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3. Capacity, Load & Risk Management

You design and maintain:
• capacity views by pod and role
• forward-looking workload signals
• overload alerts (?85% utilisation threshold)
• delivery risk indicators before things slip

Your goal is to prevent fires, not report them afterwards.

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4. Reporting & Business Intelligence

You build decision-grade reporting, not vanity dashboards.

This includes:
• weekly leadership views
• client health signals
• delivery velocity
• utilisation & margin risk
• revenue-driving work vs noise

You care about:
• clarity
• signal
• commercial insight

Not pretty charts.

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5. AI & Automation (Critical)

You actively integrate AI into operations.

Examples:
• AI-generated weekly summaries
• early warning signals
• delivery or client risk narratives
• reduction of manual reporting and interpretation

You work closely with our AI engineer where needed, but you own the operational use cases.

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6. Continuous System Improvement

This is a proactive role.

You are expected to:
• audit workflows regularly
• identify bottlenecks and system leaks
• spot repeated mistakes and fix the root cause
• propose improvements before leadership asks

If the same issue happens twice, the system failed.

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Success Metrics (How You’ll Be Measured)

Platform & System Health
• High Monday adoption across teams
• Clean, predictable workflows
• Automations stable and maintained

Operational Performance
• Reduced overdue work
• Fewer escalations
• Early risk signals vs late surprises

Leadership Enablement
• Leadership trusts the system
• Less context-switching
• Decisions made faster with better data

Scale Readiness
• Systems hold up as volume increases
• No chaos as clients or pods grow

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What You Do Not Do
• You do NOT manage people
• You do NOT chase tasks daily
• You do NOT run client comms
• You do NOT act as a PM

You build the machine.
Others run inside it.

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Ideal Background

You likely have:
• strong ---------- expertise (boards, automations, dashboards)
• experience in digital / creative / CRO / dev agencies
• a systems-thinking mindset
• high standards for clarity and structure
• strong written communication
• comfort designing processes without hand-holding

Bonus:
• Shopify / CRO workflow familiarity
• AI + automation experience (Zapier, Make, N8N)
• reporting / BI mindset

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Traits We Care About (Non-Negotiable)
• Speed of thinking
• Operational judgement
• Commercial awareness
• Ownership mentality
• Clarity over complexity
• Reliable execution

We value systems that work, not systems that look clever.

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What This Role Enables
• Predictable delivery
• Fewer fires
• Better client outcomes
• Higher team trust
• Cleaner scale
• Leadership focus on strategy, not ops