Head of Operations (Delivery Director)

As Head of Operations, you’ll own the full execution of client delivery at OneNine.

Accountable for timely delivery, meeting scope, budget, and quality standards.

Translating strategy into execution, implementing systems to prevent failures from reaching leadership or clients.

Strong technical grasp of website management, team leadership, process enforcement, and quality assurance at scale.

This role carries real ownership, real authority, and real accountability.

If that sounds like you, read on.

Role Details

Here's what you'll do:

Client Delivery Ownership

• Full responsibility for day-to-day operations and client delivery

• Owns timelines, scope enforcement, QA standards, and production releases

• Ensures clients receive consistent, reliable execution without executive firefighting

Website & Technical Oversight

• Proficient in website management (WordPress, Shopify, and custom builds).

• Manages staging, production releases, website migrations, DNS, hosting, and performance monitoring.

• Identifies execution risks before they become client-facing issues

• Ensures stability, security, and performance by collaborating with developers and infrastructure vendors.

Team Accountability

• Manages Account Managers, PMs, and QA Leads

• Enforces performance standards and documentation requirements

• Handles underperformance directly through structured coaching or removal

Process & Systems Enforcement

• Owns Jira, QA workflow, staging rules, approvals, and handoffs

• Ensures SOPs are followed, not just written

• Implements prevention systems for repeat failures

Escalation Management

• Serves as the first line for internal and client escalations

• Resolves breakdowns before they reach executive leadership

• Owns client communication for execution-related issues

Financial & Scope Control

• Protects client hour allocations and profitability

• Prevents losses through enforcement, not cleanup

• Flags the scope risks before damage occurs

AI-Driven Execution & Optimization

• Leverages AI to enhance communication, documentation, QA, reporting, forecasting, and team efficiency.

• Uses AI to automate tasks, detect risks sooner, and quicken/sharpen decision-making.

• Encourages responsible AI adoption across operations to increase consistency and scale

Hiring, Interviewing & Onboarding

• Owns the hiring process for Account Managers, Project Managers, QA, and delivery-related roles

• Conducts structured interviews and participates in final hiring decisions

• Evaluates candidates for both technical capability and behavioral fit

• Owns onboarding for all operations and delivery staff

• Trains new hires on systems, workflows, SOPs, communication standards, and enforcement.

• Holds full accountability for team readiness, performance, and compliance post-onboarding

You'll fit right in if you

• Enforcer: You're comfortable with conflict and holding people accountable without becoming defensive

• Prevention Thinker: You identify risks early and build systems that stop problems before they become fires

• Technical Translator: You speak confidently with developers and understand website operations deeply

• Zero-Repeat-Mistakes: You have a low tolerance for repeated errors and enforce documentation discipline

• Pressure Absorber: You stay calm during high-stress situations and don't deflect responsibility upward

Skills & Experience

Must-Haves:

• 5+ years in digital operations or delivery management role

• Proven website management experience with platforms like WordPress, Shopify, or custom builds

• Experience managing Account Managers and Project Managers

• Strong written English communication and native or near-native fluency required

• Jira or similar project management tools experience

Nice-to-Haves:

• Experience using AI tools for operations, documentation, or process optimization

• Prior digital agency or client services experience

• Hands-on experience with DNS, hosting environments, and website migrations

• QA process implementation and enforcement experience

• Experience hiring, interviewing, and onboarding operations teams

What We Offer

• US $25 - $30 per hour (USD $4,000 - $4,800 per month)

• Full-time job, 40 hrs/week

• 100% remote, with overlap on EST business hours

• The role will transition into a full-time salaried position only after:

  • The candidate has fully stepped into the responsibilities of the role

  • Ownership, enforcement, and execution standards are consistently met

  • We have confirmed long-term fit for both performance and leadership

About Us

OneNine is not for everyone.

We're a web studio that delivers results.

We've grown every month for almost 4 years straight.

We make websites fast, reliable, and worry-free.

Weak players don't last here.

Rockstars get rewarded.

Our Values

• We treat you like a pro, not "family."

• We pay on time—always.

• We value results over effort

• We trust you to own your projects

• We grow by being better than everyone else

Ready to Apply?

Submit your application below.

Note: Only resumes in English will be taken into consideration.

In the form, please respond "enforcer" to the "Why should we consider YOU for this position?" question.