VA Operations Manager

About the Role

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.

Key Responsibilities

• 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 30-90 days, and support organized reassignment, replacement, or offboarding when required.

Requirements

• 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.

Preferred Qualifications

• 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, Monday.com, 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.

What Success Looks Like

• 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.