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Director of Operations
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Role: Director of Operations

Location: Remote (LATAM)

Rate: $3,000–$3,500/month

Benefits: PTO and Holiday Calendar

Company: Command C


Overview

Command C is seeking a Director of Operations to own the systems, structure, and operational rhythm that keep our intentionally boutique team running well. This role is responsible for the infrastructure behind the work: the tools, processes, documentation, and reporting that allow strategy and delivery to move predictably and at a high standard.


The Director of Operations is the person who designs and maintains how the agency operates. Where others execute within systems, this role builds and owns those systems in the first place. It spans operational infrastructure, process and documentation, business reporting, people operations, and the internal and client-facing programs that hold the experience together.


This is a judgement-led leadership role. It calls for someone who can hold the whole operational picture, make sound calls in ambiguity, set calm boundaries that protect delivery, and quietly raise the standard of how work gets done across the team.


About Command C

Est. 2004, Command C is a women-led ecommerce development and optimization agency with over 20 years of experience helping 8-figure ecommerce brands solve complex technical challenges and scale with confidence. As one of the first twelve Shopify Plus partner agencies, we have been at the forefront of ecommerce evolution, bringing deep expertise across Shopify, BigCommerce, Magento, and WordPress. We partner with established merchants to navigate migrations, stabilize fragile builds, and create technical foundations that remove bottlenecks and unlock sustainable growth — all while stepping into our clients' shoes and prioritizing human connection in a digital world.



Key Accountabilities


1. Operational Infrastructure & Systems Ownership

  • Own the agency's core operating systems, including project management architecture, automations, and the conventions that govern delivery and time tracking.
  • Serve as the in-house expert on the agency's primary platforms, building and optimizing workflows directly rather than relying on outside support.
  • Design and maintain automations that connect the stack, from simple time-savers to complex multi-step integrations.
  • Maintain the integrity and reliability of internal tooling so the team can work from clean, predictable systems.
  • Steward operational standards such as development hour tracking and priority support so delivery stays sustainable and transparent.


2. Process, Documentation & Knowledge Management

  • Support the leadership team in annual planning and the development of quarterly priorities (Rocks) within Command C's Entrepreneurial Operating System (EOS).
  • Help translate company goals into clear operational priorities and follow-through.
  • Keep operational planning organized and on cadence throughout the year.
  • Own the agency's process architecture across programs and engagements.
  • Set and maintain the documentation standard, ensuring SOPs, templates, and references are clear, current, and usable.
  • Review and iterate on processes as the work evolves, keeping systems aligned with how the team actually operates.


3. Reporting & Business Intelligence

  • Build and maintain the reporting layer leadership relies on for visibility into pipeline, performance, and capacity.
  • Protect data integrity so reporting is trustworthy and decisions rest on accurate information.
  • Surface operational and financial insights early.


4. People Operations & Team Enablement

  • Own hiring infrastructure end to end, from role definition to budget proposals to assessments, interview guides, and evaluation.
  • Design and maintain onboarding systems for new team members.
  • Support the team's day-to-day operational needs as the company scales.


5. Client Experience Infrastructure

  • Own the operational backbone of the client relationship, including onboarding systems and client advocacy programming.
  • Maintain the structures that keep client context organized and the experience consistent.


6. Internal Communications

  • Own the connective communications that keep the team aligned, anchored by recurring internal dispatches and announcements.
  • Ensure internal communication reflects Command C's standards for clarity and warmth.


Strategic / Tactical Breakdown

60% Strategic / 40% Tactical

(Strategic here means systems design, process architecture, and operational judgement — not company-level business strategy, which sits with ownership.)


Strategic Responsibilities

  • Design and ownership of the systems, processes, and conventions the agency runs on
  • Proactive identification of operational risk, friction, and gaps before they affect delivery
  • Process and infrastructure decisions that balance team needs, client experience, and sustainability
  • Thoughtful boundary-setting to protect delivery integrity and team focus
  • Alignment with leadership on operational priorities as the company scales
  • Support of annual planning and quarterly Rock development within the EOS framework


Tactical Responsibilities

  • Build and maintenance of tooling, automations, documentation, and reporting
  • Hands-on execution of hiring, onboarding, and program operations
  • Day-to-day stewardship of systems, standards, and data integrity
  • Coordination across roles to keep operational workflows running predictably


Your First 90 Days of Impact

This role includes a transition period working directly alongside the outgoing Director of Operations, giving you a guided handoff of systems, context, and institutional knowledge before taking the reins.


First 30 Days — Transition & Handoff

  • Work hands-on alongside the outgoing Director of Operations to learn Command C's systems, tools, automations, and operational standards directly at the source.
  • Build trusted working relationships across the team and with leadership.
  • Begin operating within the live systems under guidance, and document any context worth preserving beyond the handoff.


By 60 Days

  • Independently own core operational systems and reporting following the handoff.
  • Refine and extend established processes, building on a solid operational foundation.
  • Demonstrate sound judgement in operational prioritization and boundary-setting.


By 90 Days

  • Fully own the operational architecture of the agency across systems, process, and programs.
  • Run a reliable, well-documented operational rhythm with minimal oversight.
  • Operate confidently in ambiguity while protecting delivery quality and team focus.


Core Competencies

  • Systems Thinking & Operational Architecture
  • Platform Expertise (ClickUp, automation tooling)
  • AI Fluency with an Ethical Lens
  • Sound Judgement in Ambiguity
  • Process Design & Documentation Discipline
  • Data Integrity & Analytical Rigor
  • Cross-Functional Collaboration
  • Calm, Clear Boundary-Setting
  • Humble Confidence


Required Skills & Experience

  • Operations experience in a client-facing, service-based, or agency environment
  • Deep ClickUp expertise, with the ability to architect spaces, workflows, and templates rather than simply use them
  • Strong Zapier proficiency across both simple and complex multi-step automations
  • AI-forward thinker who actively looks for ways to apply AI to improve clarity, efficiency, and workflow quality, paired with a thoughtful ethical lens on how and where those tools are used
  • Experience designing and maintaining internal systems, tooling, and workflows
  • Strong process design, documentation, and reporting skills
  • Exceptional written and verbal communication


Preferred Experience

  • Ecommerce platform familiarity (Shopify, BigCommerce, Magento, WordPress, etc.)
  • People operations or hiring experience
  • CRM administration and business reporting experience


Success Criteria

A successful Director of Operations at Command C:

  • Builds systems the team can trust and rely on without friction.
  • Exercises sound judgment consistently, owning operational decisions while aligning with leadership appropriately.
  • Prioritizes clarity and quality, reducing cognitive load across the team through well-designed systems.
  • Protects delivery integrity by setting thoughtful boundaries and maintaining clean, reliable infrastructure.
  • Communicates proactively, confidently, and empathetically across the team.
  • Reflects Command C's values of discernment, craftsmanship, adaptability, and client advocacy in daily work.


This role is best suited for someone who:

  • Sees the whole operational picture and enjoys building order out of ambiguity.
  • Measures success by clarity, reliability, and team confidence — not by volume of activity.
  • Is comfortable setting calm, thoughtful boundaries.
  • Takes pride in clean systems that reduce noise and protect trust.



ABOUT TALENT SCOUT

Talent Scout connects top creative, marketing, and operations professionals across Latin America with leading U.S. brands and agencies. We specialize in long-term, full-time placements, meaning that when you join through Talent Scout, you’re not stepping into a freelance or temporary role — you’re becoming a valued member of a client’s team, with support every step of the way.


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