⚡ Shoutout Digital
Client Operations Manager Role Guide
Your complete guide to the role — what you own, how things work, and where to find everything you need. Whether you're brand new or coming in from a different role, this is your starting point.
Karizza
AM: Queney
0 active clients
Karla
AM: Lianna
0 active clients
Tiffany
AM: Ann
0 active clients
The role
You're not just executing tasks.
The Client Operations Manager role is a big one — in the best way. You're the person who makes sure things actually get done for your clients, from the moment a request lands to the moment it goes live. It's hands-on and varied work.
The short version: You own everything operational for your clients — website, SEO, GHL, patient recalls, landing pages, QA. The AM handles the client relationship and all communication. Social media is the social team's territory. Everything else sits with you.
What you own
- 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 (builds and updates)
- Coordinating with Pradeep for complex builds
- Logging and tracking every task in Notion
What you don't own
- Client communication — all client-facing comms go through the AM. If a client reaches out to you directly, just warmly point them to their AM.
- Social media content — that's the social team (Caila, Bea, Sam). You may coordinate on campaigns but you don't produce the content.
- Ad strategy decisions — Dianne owns Meta and Google Ads strategy. You coordinate on landing pages and ensure alignment.
Who you work closely with
| AM (Queney / Lianna / Ann) | Your frontline partner. They relay requests, manage client expectations, and handle reporting. |
| Pradeep | Developer for complex website builds that are beyond ChatGPT + Codex scope. |
| Dianne | Campaigns and ads. Coordinate on landing pages for active ad campaigns. |
| Kate | Copy backup when ChatGPT needs a human check — AHPRA-sensitive content especially. |
| Nathalie | Photo editing escalation when ChatGPT output isn't good enough. |
| Bettina | Your go-to when you're not sure how to handle something. She'll escalate to Charlie or Ani as needed. |
This role is bigger than what came before. If you've come from project coordination or a narrower scope, this is a genuine step up. You're now the person who owns the full operational picture for your clients. It might feel like a lot at first — that's normal. You'll find your rhythm, and the team is here to support you.
😄
Client assignment
Your clients, your responsibility.
Below is your current client list. You are the internal champion for every client assigned to you — not just for website tickets, but for making sure everything we deliver for them is running on track.
😅
Assignments change from time to time — always check the Client Masterlist ↗ for the latest.
Paused / on-hold clients still need attention. A socmed-paused client still has website, GHL, and other services active. Don't assume a paused client means no work — check with your AM.
How to think about client health
A quick check-in habit that'll keep you ahead of things — ask yourself these three questions each week for your clients:
- Is their website up to date and performing correctly?
- Are there any open tasks I haven't actioned or followed up on?
- Is there anything the AM has flagged that I haven't responded to?
If the answer to any of these is "I'm not sure" — that's your cue to pop open the Notion board and have a look.
Day-to-day
Website work
Website changes will probably be your most frequent task type. The process is the same whether it's a quick text swap or a full page rebuild — keeping it consistent means nothing gets missed, even on the small stuff.
1
Log the task in Notion first — before anything else
As soon as a request comes in from the AM, open the Notion Action Items board and create a task card. Set the client, task category, and status to "Not started". It takes a minute and it means nothing falls off the radar.
2
Understand what's actually being asked
Read the request properly before diving in. Is it a text change? An image swap? A new page? If anything's unclear, just ask the AM — they're your first port of call, not the client directly.
3
Source your assets
Images: Generate with ChatGPT or use Freepik. No random Google image downloads. Photo editing (background removal, retouching): try ChatGPT first. If the result isn't good enough, escalate to Nathalie. Copy: Use ChatGPT to draft or rewrite. If it involves AHPRA-sensitive content (dentist bios, treatment claims), run it through an AHPRA compliance check before publishing. Kate is your backup when needed.
4
Make the changes
Standard changes (text swaps, image replacements, minor edits): use ChatGPT + Codex. Complex changes (new sections, custom code, structural builds): assign to Pradeep with a clear brief — what needs to change, what it should look like, any reference links or assets. If the task has multiple parts, use sub-items in the Notion card to track each piece.
5
QA — desktop and mobile, every time
Load the actual live page on both desktop and mobile. Screenshots don't count. Check: layout, images, text, links, and forms. For new builds, run a Codex page audit before sign-off. Log any issues found in the Notion card.
6
Update Notion and confirm with the AM
Set status to "For Client Approval" or "Done" as appropriate. Add a note if anything relevant came up. If the request came in via Discord, reply to that message with confirmation and include a link to the updated page. The AM handles client-facing updates.
AHPRA compliance is really important. Any dentist bio, treatment description, or content that makes claims about outcomes or qualifications needs an AHPRA check before it goes live. ChatGPT handles the initial check — and when in doubt, Kate's your backup.
QA Checklist
| Check | Detail |
|---|---|
| Desktop layout | Load in browser at full width. Check all sections, images, and text render correctly. |
| Mobile layout | Load on mobile view. Check stacking, spacing, and touch targets. |
| Images | No broken images, no stretched or pixelated assets, correct alt text if applicable. |
| Links | All links work and go to the right destination. Internal nav is correct. |
| Forms | Appointment forms and contact forms submit correctly. If in doubt, test submit. |
| Copy | No spelling errors, no placeholder text left behind, no old content still showing. |
| AHPRA (if applicable) | Any bio or clinical content has been checked for compliance. |
| Codex audit (new builds) | Run a full Codex page audit on new builds before marking approved. |
Day-to-day
GHL & Patient Recalls
GoHighLevel (GHL) is the platform we use for patient scheduling, automations, phone numbers, and SMS recall sequences. Each COM looks after GHL for their own clients — workflows, phone number management, recalls, and automation updates.
Note for Tiffany: Since you're still getting up to speed, GHL tasks for your clients will be covered by Karizza and Karla for now. This will be handed over to you once you're comfortable. No rush — just flag to Bettina when you're ready to take it on.
A change from before: Recalls used to be handled centrally. Now each COM looks after GHL and recalls for their own clients — including workflows, not just running lists. It's more ownership.
What you manage in GHL
- Phone numbers for your clients
- SMS and email automation workflows
- Patient recall sequences (1st reminder, 2nd reminder)
- Appointment confirmation flows
- Form and pipeline configurations
Before touching GHL
- Always check the client's active workflows before making changes — you just want to make sure you're not accidentally touching something that's already running.
- Any new workflow should be tested on a test contact before activating for real patients.
- Log every GHL task in Notion under GHL / Automation category.
- If you're ever unsure about a GHL change, just message Bettina first before touching anything — much easier to check than to undo!
📨 Patient Recall Process
This is how recalls work. The AM (Queney, Lianna, or Ann) will send you the CSV recall list via Discord. You then run it in GHL for your clients.
1
Receive the recall list via Discord
Your AM will tag you on Discord with a CSV file. It will contain: surname, firstname, mobile, email. They'll specify whether it's a 1st or 2nd reminder and which client it's for.
2
Upload and run the SMS sequence in GHL
Open GHL under the correct client account. Upload the CSV and trigger the recall sequence. Label each batch clearly using this format: DD-MM-YYYY recall 1st or DD-MM-YYYY recall 2nd. This makes it easy to track what was sent and when.
3
Confirm completion on Discord
Reply to the original Discord message confirming it's done. Include a screenshot of the GHL completion log showing the action label, SMS status (Complete), and timestamps. Tag the AM so they know.
4
Log in Notion
Create or update the task card. Set Status to Done. Note which reminder batch was completed and the date.
# operations · Discord example
Q
Queney Today 12:52 PM
Hi ate @Karla — sharing the recall list we received from Hills Family Dental for this week. 1st and 2nd reminder attached. Please let me know once it's done! 😊
📎 1st-Reminder-Recalls-Hills-10.06.2026.csv
📎 2nd-Reminder-Recalls-Hills-10.06.2026.csv
📎 1st-Reminder-Recalls-Hills-10.06.2026.csv
📎 2nd-Reminder-Recalls-Hills-10.06.2026.csv
KL
Karla Today 1:45 PM
Done with the recalls @Queney ✅
| Action Label | Operation | Status | Completed |
|---|---|---|---|
| 10-06-2026 recall 1st | SMS | Complete | Jun 10 2026 1:40 PM |
| 10-06-2026 recall 2nd | SMS | Complete | Jun 10 2026 1:42 PM |
Day-to-day
SEO
SEO tasks are specific and scoped. Know exactly what's in and what's out — don't over-do it, and don't under-do it.
In scope
- Meta descriptions — written via ChatGPT
- Page titles (title tags) — written via ChatGPT
- Internal linking on new pages added to existing websites
Note: Landing pages do not get SEO treatment unless specifically requested.
Out of scope for you
- Full keyword research or SEO audits
- Blog content strategy
- Backlink building
- Technical SEO beyond page titles and meta descriptions
If a client asks for a full SEO audit or strategy, flag it to Charlie or Ani — don't try to action it yourself.
Writing meta descriptions and page titles
1
Give ChatGPT the right brief
Paste in: the page URL, the clinic name, the target keyword if known, and a short description of what the page is about. ChatGPT will generate options.
2
Review for character limits and accuracy
Title tag: under 60 characters. Meta description: under 155 characters. Make sure the output reads naturally and accurately reflects the page content — not generic clinic copy.
3
Publish and log
Apply to the CMS or website backend. Log the task in Notion as Done.
Day-to-day
Campaigns & Ads coordination
You don't run ads — but when a client has an active campaign, you are responsible for making sure the landing page it points to is correct, live, and aligned with what Dianne has built on the ads side.
The key thing: A live ad pointing to a broken or mismatched landing page is not a great look for anyone. Keep an eye on this and check in with Dianne whenever a campaign is launching or updating.
Campaign coordination checklist
| When | What to do |
|---|---|
| Before a campaign launches | Confirm with Dianne what URL the ad is pointing to. Make sure that page is live, QA'd, and has a working form or CTA. |
| When a campaign creative changes | Check if the landing page needs to be updated to match the new offer or creative. Coordinate with Dianne. |
| When a new landing page is built | Confirm with Dianne if it's connected to a running ad. Add tracking pixels if required — Dianne will advise what's needed. |
| Clients with "campaigns" note in your list | These clients have active campaigns running. Be extra proactive about checking in with Dianne on these. |
Day-to-day
Working with the team
You sit at the centre of a lot of moving parts. The better your coordination is, the smoother things run for your clients.
Your AM partnership
🤝
Your AM (Queney, Lianna, or Ann) is your main conduit to the client. They handle all client communication — you never communicate directly with clients.
What really helps them:
- Timely updates when work is done or blocked
- Honest status updates — if it's not done yet, that's fine, just say so
- 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
Briefing Pradeep
For complex builds that are beyond ChatGPT + Codex scope, you'll send work to Pradeep. A clear brief means faster turnaround for everyone.
Always include:
- What needs to change (be specific, not "update the homepage")
- 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
Supporting reporting
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 put together a solid report without having to chase you for 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.
Tools
Notion Action Items Board — complete guide
This is your task home — everything lives here. The more consistently you use it, the easier your job gets (and the easier everyone else's job gets too). Here's how it all works.
The main view you'll use: "Action Items" — a table view grouped by client, showing all active tasks (To-do and In Progress). It's sorted by Due Date so the most urgent things surface first.
Board views — when to use each
📋 Action Items
By Client
By Status
Website Changes
Google Ads
Meta Ads
Landing Page
Full Builds
Content
GHL / Automation
Done ✓
| View | Best for |
|---|---|
| Action Items | Your daily default — all active tasks grouped by client, sorted by due date |
| By Client | Kanban view — see each client's tasks as cards at a glance |
| By Status | See everything grouped by status — useful for end-of-day reviews |
| Website Changes / Google Ads / etc. | Category-specific filtered views — jump straight to a task type |
| Done ✓ | Completed tasks — use when an AM asks for confirmation of past work |
How to create a task — step by step
1
Click "+ New" in the top right of the board
Or scroll to the right client group and click "+ New page" at the bottom of that group — this automatically links the Client field for you.
2
Name the task clearly
Use the format: Action — what it is. Examples: "Add New Dentist Bio", "Update Homepage Hero Image", "Run June Recall Sequence". Not just "Website update" — make it specific enough that anyone reading it knows exactly what's happening.
3
Fill in the required fields
The card will look like this:
Add New Dentist Bio — Dr Sarah
✳ Client
🌐 Hills Family Dental
⊙ Status
Not started
🏷 Task Category
Website Changes / Updates
📅 Due Date
Auto-calculates from Task Category ↗
❗ Urgent
☐ (tick if needed)
👤 Assignee
Karla (you) or Pradeep if complex
📣 AM
Auto-fills from Client ↗
📣 COM
Auto-fills from Client ↗
📝 Notes
AHPRA check required. Bio sent by AM via Discord.
∨ more properties
Due Date fills in automatically based on the Task Category you pick — no need to set it yourself. Tick "Urgent" and it bumps to the next business day. Just make sure you're picking the right category and the rest takes care of itself.
Due Date formula — by Task Category
| Task Category | Due in | Why |
|---|---|---|
| New Landing Page | 5 days | Single page build + copy + QA |
| Full Website Build | 15 days | Multi-page, complex work |
| Website Changes / Updates | 2 days | Quick turnaround expected |
| Google Ads | 3 days | Setup + review cycle |
| Meta Ads | 3 days | Setup + review cycle |
| Content | 3 days | Write + review buffer |
| SEO | 5 days | Research + writing + publish |
| GHL / Automation | 3 days | Build + test cycle |
| Reporting | 2 days | Data pull + formatting |
| Others | 3 days | Default fallback |
| Update Landing Page | 2 days | Faster than a new build |
Weekend handling: If a task is created on a Friday, the formula automatically adds the buffer so the due date never falls on a weekend.
Status guide — use the right one
| Status | When to use it |
|---|---|
| Not started | Task created but work hasn't begun. This is the default. |
| On Hold | Work paused — waiting on something before you can continue. Add a note explaining why. |
| In progress | You've started. Set this the moment you begin, not when you're halfway done. |
| In Review | Your work is done and waiting for internal review or sign-off before it goes to the client. |
| For Client Approval | Reviewed internally. Now with the client for sign-off. The AM manages this conversation. |
| Waiting on Client | You need something from the client before you can proceed. Flag the AM — they follow up, not you. |
| Approved | Client has signed off. Only mark this when approval is confirmed. |
| Done | Fully complete, live, and closed. Nothing left to action. |
| Cancelled | Task is no longer needed. Never delete tasks — cancel them. The record stays for history. |
Using sub-tasks for complex work
If a task has multiple parts (e.g. a full website build with homepage, service pages, contact page), use sub-items to track each piece separately. Each sub-item needs its own Assignee and Status.
Task
Client
Status
Assignee
🌐 Hills Family Dental
▼TASKNew Website Build — Hills Family Dental
Hills Family Dental
In progress
Karla
↳Homepage design + copy
Hills
Approved
Pradeep
↳Service pages — all treatments
Hills
In progress
Pradeep
↳Dentist bios — AHPRA check
Hills
Not started
Karla
↳QA — desktop + mobile + Codex audit
Hills
Not started
Karla
Sub-task tip: Every sub-task needs an Assignee and a Status. If nobody's assigned, nobody knows it's theirs — so it just sits there. Quick to fix, easy to miss.
Common situations — what to do in Notion
A request comes in via Discord
▼
Log it in Notion straight away — client, category, status set to Not started. Reply to the Discord message with the Notion card link so the AM knows it's captured. Then you're good to start.
You're blocked waiting on the client or AM
▼
Set the status to "Waiting on Client" and drop a note on what you're waiting for. Give the AM a heads-up — they handle the client follow-up. And swap the status from "In progress" so it's clear the ball's not in your court.
Work is done and ready for client review
▼
Set it to "For Client Approval" and let the AM know — they'll brief the client from there. Drop a link to the live page in the task notes. Hold off on marking it Done until approval comes through.
A task gets cancelled or is no longer needed
▼
Set it to "Cancelled" and leave a quick note on why. Don't delete the card — the history is useful for reporting and future reference.
You have multiple minor changes for one client
▼
Create one parent task and use sub-items for each change. It keeps the board tidy and makes it easy to see progress at a glance — much neater than five separate tasks for five little edits.
Tools
ChatGPT & Codex
ChatGPT (with Codex) is your main AI tool for website work. Here's a quick breakdown of what each one's for.
ChatGPT — what you use it for
- 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
Codex — for website QA and 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)
🚧 Process in progress: A detailed step-by-step Codex QA guide will be added once the workflow is confirmed. For now, flag any questions to Charlie or Ani.
Escalation order for photo editing: ChatGPT first — if the result isn't quite there, create a task and send it to Nathalie. No need to wrestle with complex edits yourself.
Escalation order for copy: ChatGPT first, Kate as backup when she's around, then use your best judgement. Don't sit on a task waiting if you've got what you need to move forward. AHPRA-sensitive content — always run it by Kate.
Notion
Your key Notion links
These are the pages you'll be in most often. Bookmark them all. Everything operational lives in Notion — no separate Google Docs or Google Sheets unless specifically asked to.
Action Items Board
Your main workspace. Every task you touch — website changes, GHL, SEO, recalls, landing pages — gets logged and tracked here. This is the single source of truth for all client work.
- Log every task before starting work
- Add in-page comments and notes for proper tracking
- Keep statuses updated as work moves
- No Google Docs or separate sheets — everything lives here unless otherwise directed
Client Masterlist
You are responsible for keeping your clients' entries up to date. Check in regularly and make sure details are current — website URLs, GHL info, key contacts, service scope.
- 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
Your Personal Page
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 Task Board
You won't be creating task cards here — that's the social team's board. But you do need to check in on it from time to time.
- Monitor for anything related to your clients that might need attention
- If you spot an issue — wrong link, outdated content, anything off — relay it to Caila directly
- Follow up on any pending items as needed on behalf of your clients
EOM Reports
End-of-month reports are the AM's responsibility to prepare and send. But you're welcome to check them — they give you useful 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
Client WhatsApp Groups
You'll be added to your clients' WhatsApp group chats. Check them from time to time — not necessarily every hour, but don't 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), add a note to the Client Masterlist or log a task in Action Items
- Think of it as a passive awareness channel — you're there to stay informed, not to manage the conversation
Shoutout Digital Homepage — the main internal hub with links to everything. Worth bookmarking as your starting point each day. Open Homepage ↗
Standards
Non-negotiables
These are the things that make a real difference — for your clients, the team, and honestly for your own sanity too. None of it is complicated, it's really just about being consistent.
Everything lives in Notion
If it's not in Notion, it doesn't exist. No Google Docs, no mental lists, no notepads. Log it, track it, close it — all in one place.
QA every time
Every change, every time — desktop and mobile. A screenshot isn't a QA check. Load the real page and actually look at it.
AHPRA on every bio and claim
Any bio, treatment description, or copy making health-related claims needs an AHPRA check before it goes live. It protects the client — and us.
No direct client communication
All client comms go through the AM. If a client reaches out to you directly, be friendly about it and point them to their AM. Easy.
Keep Notion statuses current
Update statuses as things move, not at the end of the day. Your AM uses this to stay on top of things — a stale status can cause confusion when it doesn't need to.
Name your files properly
Clear filenames save headaches later. Something like "hills-homepage-hero-june2026.jpg" is great. "image (3) copy.jpg" — not so much. Applies to everything going on a client's site.
Not sure how to handle something? Just message Bettina. She'll escalate to Charlie or Ani as needed.