General Manager — People, Client Experience & Operations

About Redball Technology

Founded in November 2006, Redball Technology is a results-driven, full-service digital marketing and technology agency dedicated to helping businesses grow through strategic marketing, innovative technology solutions, and measurable business outcomes.

As our company continues to evolve, we are seeking a people-focused, highly organized General Manager who can strengthen our operations, develop our employees, improve our client experience, and create the systems that support sustainable growth.

Position Overview

The General Manager will be responsible for the people, processes, client relationships, and daily execution that keep Redball Technology operating at a high level.

This position works directly with the Owner / President, who remains actively involved in the company's vision, strategic direction, growth opportunities, and product development.

The General Manager will serve as the primary operational leader, providing employees with the guidance, communication, support, and accountability needed to perform their best work.

This individual will also serve as a senior point of contact for client relationships, ensuring that our team understands clients' business objectives, delivers on commitments, and proactively addresses concerns.

A major focus of the role will be developing and improving organizational systems, including project management, internal communication, client feedback loops, employee development processes, and service quality standards.

The primary goal of this position is to allow ownership to spend less time managing daily operational matters and more time building the future of Redball Technology.

Key Responsibilities

1. Employee Leadership & Development

• Serve as the primary point of contact for employees regarding daily operational questions, concerns, and support.
• Provide consistent coaching, encouragement, constructive feedback, and clear direction.
• Develop positive relationships with employees while maintaining appropriate professional boundaries and performance expectations.
• Help employees navigate challenges, prioritize responsibilities, and resolve workplace conflicts.
• Conduct regular one-on-one meetings to assess workload, performance, morale, and professional development.
• Establish clear expectations for individual responsibilities and job performance.
• Identify employee frustrations and recurring issues, and develop solutions that address underlying causes.
• Help create an environment where employees feel heard, valued, supported, and accountable.
• Oversee employee onboarding, training, performance reviews, and professional growth initiatives.
• Address performance concerns directly, respectfully, and consistently.

2. Client Relationship Management & Retention

• Develop a strong understanding of clients' businesses, goals, challenges, and expectations.
• Serve as a senior relationship contact for important client conversations and escalations.
• Ensure clients receive consistent, professional communication and appropriate attention.
• Participate in client strategy and performance meetings when business-level guidance is needed.
• Work with account managers and service teams to ensure recommendations align with client business objectives.
• Proactively identify dissatisfied or at-risk clients.
• Establish processes for gathering feedback and measuring client satisfaction.
• Resolve issues before they develop into significant relationship problems.
• Identify appropriate opportunities to expand client services and strengthen relationships.
• Maintain a strong focus on client retention and long-term business value.

3. Project Management & Delivery Oversight

• Establish and maintain a reliable project management system across the agency.
• Ensure every project has a clearly assigned owner, defined scope, documented deliverables, and realistic deadlines.
• Monitor project status and identify obstacles that may delay delivery.
• Coordinate responsibilities across development, advertising, creative, and account management functions.
• Conduct regular project review meetings and ensure action items are completed.
• Improve internal handoffs and communication between employees and departments.
• Ensure workload distribution is reasonable and aligned with company priorities.
• Identify recurring causes of missed deadlines, project delays, and unnecessary rework.
• Provide ownership with visibility into important projects without requiring constant direct involvement.

4. Systems, Processes & Operational Improvement

• Evaluate existing workflows and identify areas where better structure is needed.
• Develop and document standard operating procedures for recurring activities.
• Establish consistent client onboarding and project kickoff processes.
• Create clear expectations for client communication and reporting.
• Improve internal task tracking, documentation, and accountability.
• Establish quality-control and service review procedures.
• Develop feedback loops that capture employee concerns, client insights, and opportunities for improvement.
• Identify tasks suitable for automation, delegation, or process simplification.
• Maintain and improve the tools used to manage projects, communication, and operational performance.
• Measure the effectiveness of new processes and continuously refine them.

5. Organizational Communication & Accountability

• Lead regular team meetings focused on priorities, workloads, obstacles, and results.
• Ensure employees understand the company's objectives and how their responsibilities contribute to those objectives.
• Communicate ownership's strategic priorities clearly to the team.
• Establish a consistent cadence for individual check-ins and performance discussions.
• Follow up on commitments and hold team members accountable.
• Encourage proactive communication and early identification of challenges.
• Reduce unnecessary interruptions and operational escalations to ownership.
• Create an environment where employees can make progress without waiting for constant direction.

6. Business Operations & Financial Awareness

• Maintain visibility into staffing efficiency, project profitability, resource utilization, and service delivery costs.
• Help ensure client work is performed efficiently and within agreed scope.
• Monitor operational spending within approved budgets.
• Identify processes and activities that create unnecessary costs.
• Work with ownership to support responsible growth and sound resource allocation.
• Assist in operational planning as Redball introduces new services, products, and technologies.
• Support revenue growth through improved client retention, efficient delivery, and appropriate account expansion opportunities.

7. Partnership With Ownership

• Meet regularly with the Owner / President to review company priorities, operational performance, and emerging challenges.
• Translate strategic initiatives into assigned responsibilities, project plans, and execution timelines.
• Provide clear updates on employee performance, client relationships, operational issues, and project progress.
• Bring practical recommendations and potential solutions when problems arise.
• Independently resolve routine operational matters within established authority.
• Collaborate with ownership on significant staffing, financial, strategic, and client decisions.
• Protect ownership's time by creating systems that reduce unnecessary involvement in daily operations.

Ideal Candidate Qualifications

• 5 years of experience in operations management, agency management, client services leadership, or a related management role.
• Demonstrated experience leading and developing small teams.
• Strong interpersonal skills and emotional intelligence.
• Proven ability to handle employee concerns and workplace conflicts professionally.
• Experience overseeing client relationships and managing service expectations.
• Strong organizational and project management capabilities.
• Experience developing business processes, accountability systems, and operational workflows.
• Understanding of financial and operational performance in a service-based business.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with an engaged business owner.
• Strong problem-solving skills, independent judgment, and personal accountability.

Preferred Experience

• Leadership experience in a digital marketing agency, advertising agency, or technology services firm.
• Experience managing recurring client relationships.
• Familiarity with digital marketing, website development, CRM solutions, and software integrations.
• Experience implementing project management tools and operating procedures.
• History of improving employee retention, project delivery, and client satisfaction.
• Experience supporting growth in an entrepreneurial small-business environment.

Personal Characteristics

We are seeking someone who is:

People-Oriented: Enjoys supporting, coaching, and developing employees.

Emotionally Intelligent: Can understand employee concerns while maintaining clear expectations and healthy boundaries.

Highly Organized: Brings order and clarity to a fast-moving work environment.

Proactive: Anticipates needs, solves problems, and follows through without requiring reminders.

Client-Focused: Understands that relationships are strengthened through responsiveness, communication, trust, and measurable results.

Accountable: Takes ownership of responsibilities and expects the same from others.

Collaborative: Works effectively with an involved owner, communicates transparently, and welcomes strategic input.

Process-Minded: Enjoys building systems that make everyday work easier and more reliable.

What Success Looks Like

Within the first year, the successful General Manager will have:

• Established consistent employee one-on-one meetings, coaching, and performance feedback.
• Reduced the owner's involvement in routine personnel concerns.
• Implemented a reliable company-wide project management process.
• Improved internal communication and accountability.
• Created documented workflows for important operational functions.
• Established proactive client relationship management and feedback processes.
• Improved visibility into client satisfaction, project progress, and employee workloads.
• Reduced preventable project delays and recurring operational issues.
• Built an organization where employees feel supported and understand what is expected of them.
• Enabled ownership to dedicate significantly more attention to growth initiatives, new products, and strategic opportunities.

This is a leadership position for someone who enjoys developing people, building operational structure, strengthening client relationships, and making a growing business work better every day.

Pay: From $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $65,000