Job description
The Director of Operations at SiteCare is accountable for how the business operates day to day and how it scales.
This role exists to turn strong services into a predictable, profitable operation. You will lead Account Managers, Developers, and Marketing team members. You will define standards, enforce them, and continuously improve the systems behind them. You will own service delivery quality, account expansion, and margin discipline.
If Account Managers are reactive, you correct the behavior.
If delivery slips, you fix the system.
If projects lose money, you stop it before it happens.
This is not a coordination role. It is a leadership role with real authority and real accountability.
What You’ll Be Responsible For
Account Growth and Accountability
- Lead and coach Account Managers to proactively expand existing client relationships.
- Set clear expectations for account ownership, growth targets, and client communication.
- Review account health consistently and intervene early when risk or opportunity appears.
- Ensure renewals, expansions, and upsells are deliberate, measured, and repeatable.
Service Delivery Excellence
- Enforce high standards for onboarding and ongoing service delivery.
- Ensure tickets, projects, and requests are completed on time and meet quality expectations.
- Eliminate overdue work and recurring delivery breakdowns.
- Step in on escalations when required and resolve them decisively.
Financial Ownership and Margin Control
- Approve all quotes, scopes of work, and project plans.
- Ensure every project and engagement is profitable.
- Identify scope creep early and correct it before margins erode.
- Create visibility into effort, cost, and delivery efficiency across teams.
Systems and Process Improvement
- Design and refine workflows across sales handoff, onboarding, delivery, and support.
- Standardize how work is estimated, sold, delivered, and reviewed.
- Build repeatable systems that allow SiteCare to scale without chaos.
- Use data to guide decisions and prioritize improvements.
Team Leadership
- Directly manage Account Managers, Developers, and Marketing team members.
- Hold people accountable through clear goals, direct feedback, and follow-through.
- Address performance issues promptly and professionally.
- Build a culture of ownership, clarity, and pride in execution.
What Success Looks Like
Within 6 months:
- Account Managers consistently expand revenue within existing accounts.
- Tickets and projects are completed quickly, cleanly, and without backlog.
- Service delivery is predictable and reliable across all clients.
- Clients actively recommend SiteCare based on their experience.
- The business operates with stronger margins and less day-to-day friction.
Who This Role Is For
You have:
- Experience running operations in a software, SaaS, or agency-style services business.
- Comfort owning numbers, margin, and outcomes.
- A track record of leading teams and enforcing standards.
- The ability to have direct, sometimes uncomfortable conversations without creating drama.
- Sound judgment and the confidence to say no when necessary.
You do not need deep WordPress expertise. You do need the ability to learn the business quickly and run it well.
Who This Role Is Not For
This role is not a fit if you:
- Avoid hard conversations.
- Prefer consensus over clarity.
- Confuse activity with results.
- Are uncomfortable being accountable for financial performance.
Compensation
- Base salary: $100,000 to $140,000
- Performance-based bonus: tied to account growth and delivery performance
- Location: Remote, U.S.
About SiteCare
SiteCare provides WordPress support, maintenance, performance optimization, and development for growing companies. We partner with marketing teams that need speed, reliability, and expert execution without internal complexity.
We value clarity over chaos, ownership over excuses, and results over noise.
