Client Operations Manager Role Guide

• Website changes, updates, and builds
• QA and testing (ChatGPT + Codex)
• SEO: meta descriptions, page titles, internal links
• GHL workflows, phone numbers, automations
• Patient recalls for your clients
• Landing pages, assigned to Pradeep, with you monitoring progress and QA
• Full website builds: coordinate design with JC first, then build with Pradeep
• Completing, assigning, monitoring, and closing task cards in Notion
• Flagging blockers or delays early so AMs can manage client expectations

• Client communication: client-facing messages go through the AM. If a client reaches out to you directly, just warmly point them back to their AM.
• Social media strategy and content ownership: that stays with the social media heads and strategists. Your part is follow-up, task tracking, and making sure nothing gets missed.
• Ad strategy decisions: Dianne handles Meta Ads. Google Ads is currently handled by Charlie while we hire for that role. You coordinate on landing pages and help keep things aligned.
• Blog posting: blog posting is automated by Charlie and does not sit with COMs unless Charlie specifically asks for help.

• Phone numbers for your clients
• SMS and email automation workflows
• Patient recall sequences (1st reminder, 2nd reminder)
• Appointment confirmation flows
• Form and pipeline configurations

• Always check the client's active workflows before making changes so you can avoid touching something that is already running.
• Any new workflow should be tested on a test contact before activating for real patients.
• Make sure every GHL task card is updated under the GHL / Automation category with status, notes, and proof of completion.
• If you're ever unsure about a GHL change, just message Bettina first before touching anything. Much easier to check than to undo.

• Meta descriptions, written via ChatGPT
• Page titles (title tags), written via ChatGPT
• Internal linking on new pages added to existing websites

• Full keyword research or SEO audits
• Blog posting or blog content strategy, unless Charlie specifically requests help
• Backlink building
• Technical SEO beyond page titles and meta descriptions

🤝

Your AM (Queney, Lianna, or Ann) is your main conduit to the client. They handle all client communication and create the initial task card when a client request needs action. You never communicate directly with clients.

What really helps them:

• Acknowledge the task card link once they hand it over
• Make sure the card has complete details, owner, status, due date, and useful notes
• Timely updates when work is done, blocked, delayed, or at risk
• Honest status updates. If it is not done yet, that is fine, just say why and what is next
• A heads-up before something goes to "For Client Approval" so they can prep the client
• Flagging anything tricky early so they can manage expectations on the client side

Social media has its own heads and strategists, so COMs do not own the social strategy or content decisions. Your role is operational follow-through.

• Check that the Action Items card has the right client, request, strategist/head, deadline, and context
• Follow up with the social media head or assigned strategist for progress updates
• Monitor the card so approvals, edits, and deadlines do not get missed
• Flag delays or blockers to the AM early so they can keep the client warm
• Update the AM once the social task is complete, ready for approval, or needs client input

For landing pages, send the build or update to Pradeep. For full website builds, coordinate the design with JC first, then send the approved direction and assets to Pradeep for the build. A clear brief means faster turnaround for everyone.

Always include:

• Whether this is a landing page, website update, or full website build
• What needs to change or be built (be specific, not "update the homepage")
• For full website builds, the JC design direction or approved design assets
• What it should look like after
• Reference links or screenshots
• Any assets (images, copy) ready to use
• The Notion task card link so he can update progress

Reporting is the AM's job, but a lot of what they pull together comes from your Notion cards. Keeping statuses and notes updated means they can prepare a solid report without having to chase for basic info. Makes everyone's life easier.

When the AM is prepping for a client call or EOM review, they'll often check in with you. Having things updated means you can answer straight away, and it makes the whole team look sharp.

• Writing and rewriting copy (bios, page content, descriptions)
• Generating or editing images for websites
• Photo editing: background removal, retouching, resizing
• Meta descriptions and page title suggestions
• AHPRA compliance checks on copy
• Standard website text and image changes

• Auditing pages for code-level issues a visual check won't catch
• Identifying broken elements, accessibility gaps, performance issues
• Standard website changes (text swaps, image replacements, minor edits)

Your main workspace. Every task you touch, including website changes, GHL, SEO, recalls, landing pages, and social follow-ups, should be tracked here. This is the single source of truth for all client work.

• Work from the task card whenever a request is handed over
• Complete missing details before assigning or starting work
• Add in-page comments, notes, links, screenshots, and proof for proper tracking
• Keep statuses updated as work moves
• Flag delays or blockers early so the AM can manage client expectations
• No Google Docs or separate sheets unless otherwise directed. Keep the main record here.

Please keep your clients' entries up to date. Check in regularly and keep details current, including website URLs, GHL info, key contacts, service scope, and helpful notes.

• Update with the latest client details as things change
• Add notes in-page as needed. Anything worth tracking goes here.
• Create a new entry for new clients and fill in the required fields properly
• For questions or help with anything Notion setup-related, message Bettina

You each have your own personal page on the Shoutout Digital homepage. It includes a synced view of all your relevant task boards so everything is in one place.

• Synced views of your Action Items, client tasks, and other relevant boards
• Feel free to customise it however works best for you
• Use it as your daily dashboard if that helps you stay on top of things

Social media work has its own heads and strategists. Your role here is to help social-related tasks connected to your clients keep moving and avoid anything getting missed.

• Monitor social-related Action Items cards for your clients
• Ask the assigned social media head or strategist for progress updates when needed
• Flag blockers or delays to the AM early
• Make sure approvals, edits, due dates, and client notes are not missed
• Update the AM once the social task is complete, ready for approval, or needs client input

End-of-month reports are the AM's responsibility to prepare and send. You are welcome to check them for context on how your clients are performing and what the AM is communicating to them.

• Read-only reference for you. No action required.
• Good way to stay across what the client is being told about their results

You'll be added to your clients' WhatsApp group chats. Check them from time to time. You do not need to be there every hour, but try not to let messages sit unread for days.

• You don't need to reply. That's the AM's role.
• If you see something worth acting on (a request, a complaint, an update), flag it to the AM so they can create the right Action Items card or client-facing follow-up
• Think of it as a passive awareness channel. You are there to stay informed, not to manage the conversation.