Role Overview
The Operations Supervisor is responsible for delivery governance, task visibility, SLA monitoring, and internal User Acceptance Testing (UAT).
This role ensures that work moves through the pipeline clearly, risks are surfaced early, and no task falls through the cracks.
This is not a technical architecture role. It is an operational governance and quality assurance role focused on protecting delivery standards and preventing silent failures.
Key Responsibilities
- Project & Task Governance (ClickUp Ownership)
- Ensure all client-related tasks are logged in ClickUp
- Enforce task hygiene (owner, due date, description, acceptance criteria)
- Monitor overdue tasks and aging items
- Follow up on stalled or blocked work
- Maintain delivery visibility across clusters
- Prepare weekly internal task status summaries
- Prevent tasks from living only in chat or memory
- SLA Monitoring & Risk Escalation
- Monitor response and completion SLAs
- Identify patterns of delay or instability
- Flag at-risk deliverables before client escalation
- Escalate governance risks to the Lead Tech Architect when necessary
- Maintain a monthly delivery risk report
- User Acceptance Testing (UAT)
- Perform internal UAT before client exposure
- Validate deliverables against defined acceptance criteria
- Document discrepancies between expected vs. actual behavior
- Return work to Tech Leads when UAT criteria are not met
- Track UAT rejection frequency and patterns
- Support refinement of UAT checklists and testing procedures
Note: The PM Associate validates business workflow outcomes, not architecture design decisions.
- Cluster Visibility & Reporting
- Attend weekly cluster review meetings (observer/reporting role)
- Track cluster performance indicators (overdue rate, UAT rejection trends, escalation frequency)
- Provide visibility dashboards to leadership
- Surface recurring risks early
- Governance Compliance Enforcement
- Ensure no work begins without proper task logging
- Reinforce non-negotiable operational rules
- Identify repeated process violations
- Support structural stability through disciplined enforcement
Required Qualifications
- 25 years of experience in project coordination, project management or Operations supervisory role
- Strong familiarity with task management tools (ClickUp preferred)
- Experience in a digital agency, SaaS, automation, or tech environment preferred
- High attention to detail
- Strong documentation and reporting skills
- Comfortable enforcing process without being confrontational
- Ability to identify risk patterns early
Core Competencies
- Structured thinking
- High accountability
- Process discipline
- Calm under pressure
- Clear written communication
- Independent problem-solving
- Risk awareness
