Operations & Client Success Manager

theVideoCards LLC is a fast-growing B2B marketing company based in Orlando, Florida, specializing in high-impact video marketing products that help brands stand out and drive results. We design and produce custom video brochures, video mailers, video boxes, and video business cards used by sales and marketing teams to create memorable, engaging experiences. Our clients range from growing businesses to established brands looking for a more creative way to connect with their audience. We take pride in delivering high-quality, customized products while moving quickly and staying responsive to client needs. We are a lean, collaborative team where everyone plays an important role in the success of the business. If you enjoy variety, taking ownership of your work, and being part of a team that values initiative and ideas, you'll feel right at home here. Position Summary The Operations & Client Success Manager is a central role that blends operations, client communication, and project coordination. Reporting directly to the company owner, this person serves as the main point of contact for clients while helping ensure each order moves smoothly from initial inquiry through delivery. In this role, you'll manage client communication, prepare quotes, coordinate with production, and keep projects organized and on track. It's a great fit for someone who enjoys variety in their day, likes staying organized, and takes pride in creating a positive client experience. You'll have the opportunity to take ownership of your work, think through solutions, and make a meaningful impact on both operations and client relationships. At the same time, you'll be supported with clear expectations and processes to help you succeed. The ideal candidate is proactive, detail-oriented, and comfortable balancing multiple priorities while maintaining a high level of professionalism in every interaction. This is a mostly remote position with required in-person availability in the Orlando area. What You'll Do Handle inbound client inquiries via phone and email; provide quotes, product guidance, and order consultations Process and manage orders in Trello, ensuring all specifications, quantities, and deadlines are accurately recorded Serve as the primary liaison between clients and the production/fulfillment team Maintain and update client records and communications in HubSpot CRM Generate shipping quotes and coordinate logistics with UPS, FedEx, PirateShip, and other carriers Track outbound shipments and proactively resolve delivery issues Troubleshoot and resolve client concerns related to order quality, billing, or delivery Prepare and review client proofs and artwork submissions for accuracy Assist with invoicing and billing discrepancies Develop and maintain standard operating procedures (SOPs) for consistency Identify workflow improvements and communicate them to ownership Maintain organized project files and documentation Required Qualifications Located in the Orlando, Florida metro area and available for occasional in-person team meetings in the company warehouse Must have a dedicated, distraction-free home office workspace with a professional environment for calls and video meetings Must maintain a private, secure workspace due to client confidentiality requirements (NDA) Available and responsive during standard business hours (Monday-Friday, 8:30 AM - 5:00 PM ET) Comfortable managing phone calls as a primary communication method Strong written communication skills with the ability to handle client-facing emails professionally Ability to work independently, manage multiple priorities, and stay organized without close supervision Reliable, detail-oriented, and consistent with follow-through Preferred Qualifications Experience in a client-facing operations, order management, or project coordination role Experience working in a small business or entrepreneurial environment Familiarity with HubSpot, Trello, or similar CRM/project management tools Experience with shipping platforms such as UPS, FedEx, or PirateShip Background in print, marketing, or a related production/fulfillment industry Compensation, Benefits & More Compensation: $28 - 30 per hour Bonus: Performance bonus available upon achievement of company sales milestones Schedule: Monday - Friday, 8:30 AM - 5:00 PM (30-minute break) Job Type: Full-time Location: Hybrid (Orlando, Florida, with required in-person availability) #J-18808-Ljbffr