VA Operations Manager

Boogie Team is looking for a proactive organized and people-focused VA Operations Manager to lead the day-to-day performance and development of our growing team of Virtual Assistants.

This role owns the operational side of service delivery. You will make sure our VAs are reliable productive well-supported and consistently meeting client expectations. You will monitor performance identify risks before they become client complaints coach team members through challenges and create accountability around communication attendance quality and follow-through.

Our Owner / Client Success Manager will continue to manage the primary client relationship. Your focus will be making sure every VA has the clarity coaching tools and accountability needed to succeed.

Because Boogie Team is growing this is a hands-on leadership role. You will also help build the scorecards processes performance standards and management systems needed to support a larger remote workforce.

• Manage VA performance: Oversee active Virtual Assistants and monitor attendance responsiveness productivity task completion work quality and adherence to client expectations.
• Coach and develop the team: Conduct regular one-on-ones provide actionable feedback address performance gaps and manage structured performance-improvement plans when needed.
• Identify and resolve risks early: Detect warning signs such as missed deadlines repeated mistakes poor communication declining productivity disengagement or role-fit concerns before they affect the client relationship.
• Maintain performance visibility: Build and manage VA scorecards performance records coaching notes and green/yellow/red health statuses for VA-client relationships.
• Partner with Client Success: Translate client feedback into specific coaching actions provide clear performance updates and support recovery plans for at-risk accounts.
• Improve operational systems: Develop reporting standards SOPs checklists escalation processes coaching templates dashboards and workflows that improve accountability and scalability.
• Support onboarding and transitions: Help onboard new VAs closely monitor new placements during their first 3090 days and support organized reassignment replacement or offboarding when required.

• Minimum 3 years of experience managing Virtual Assistants remote teams BPO teams customer service teams or distributed operations.
• Proven experience in performance management coaching employee development and handling underperformance.
• Strong ability to hold difficult but professional conversations and balance empathy with accountability.
• Excellent written and spoken English with confidence communicating with remote team members and leadership.
• Strong organizational documentation problem-solving and follow-through skills.
• Ability to review performance data identify patterns determine root causes and recommend corrective actions.
• Comfortable managing multiple team members priorities performance concerns and escalations at the same time.
• Proactive responsive calm under pressure and comfortable working independently in a growing company.
• Comfortable using or quickly learning tools for communication project management time tracking reporting documentation dashboards automation and AI-assisted workflows.

• Previous leadership experience within a VA agency staffing company outsourcing company or BPO environment.
• Experience managing remote professionals supporting U.S.-based clients.
• Experience building performance-management processes scorecards SOPs dashboards or training systems from the ground up.
• Familiarity with tools such as Slack Microsoft Teams ClickUp Asana HubSpot Time Doctor Hubstaff Loom Google Workspace Microsoft 365 or similar platforms.
• Experience supporting client-retention efforts or resolving at-risk account situations.
• Strong understanding of how to distinguish between issues caused by performance training communication workload processes or role fit.
• Experience implementing practical automation or AI tools that improve operational visibility without adding unnecessary complexity.

• Performance concerns are identified and addressed before clients need to escalate them.
• VAs clearly understand their responsibilities priorities and performance expectations.
• Attendance responsiveness communication quality and task completion remain consistently strong.
• Underperforming VAs receive structured coaching with measurable follow-up.
• Strong performers feel supported recognized and motivated to stay.
• Leadership has clear visibility into the health and performance of every VA-client relationship.
• New placements remain stable through their first 30 and 90 days.
• VA management becomes increasingly organized documented measurable and scalable as the company grows.