Finance & Operations Manager

Summary

Owns client billing, revenue operations, technical onboarding/offboarding, and contractor/payroll administration for a ~150-client dental marketing agency. This is a systems-heavy operations role spanning Verosa, QuickBooks Online, Wrike, HubSpot, Google Ads, and 1Password. High trust position with direct financial and client-payment authority.

Core Responsibilities

Client Billing & Payments

• Run recurring client management fee charges through Verosa (monthly cycle); flag recurring billing not yet set up
• Process one-off charges as instructed by leadership; requires explicit authorization before charging
• Track recurring vs. month-to-month clients; flag gaps; update tracker on new contract signings
• Confirm billing history on demand (prior month charges)
• Proactively check new contract signings for prior billing and report back without being asked 
• Apply billing exceptions correctly (e.g., waived CC fees), per account notes
• Update client credit card info across Verosa, QBO, and 1Password on card-change requests
• Handle card verification codes for Google Ads new payment methods
• Process client payment method change requests
• Manage GoDaddy domain auto-renewal; flag expiring domains monthly
• Adjust recurring management fees when service levels change (confirm before changing)
• Process refunds for incorrect charges (confirm with Account Manager first; log against invoice)
• Delete/void incorrect invoices for undelivered services
• Receive and log vendor invoices (e.g., recurring vendor charges in the thousands/month); CC'd on all vendor invoices
• Monitor Google Ads overdue notices; investigate billing history; CC'd on all collection warnings - do i get these emails?
• Flag large outstanding client balances proactively (threshold: >$5k)
• Track client debt; advise on payment plans before continuing service; escalate if a plan is breached
• Investigate disputed billing histories (account hacks, chargebacks)

New Client Setup (Technical Onboarding)

• Create client project in Wrike; upload signed contract to HubSpot, Google Drive, and Wrike
• Set up client credit card in 1Password, QuickBooks, and Verosa
• Purchase client domain in GoDaddy; create client reporting email;
• Provide forward-to phone number for call routing 
• Create Google Ads account and payments profile; input initial deposit; 
• Set up client in Foundation/Client Records; link WhatConverts location 
• Add client and Facebook Ad account ID to LeadHub and Budget Doc 
• Bill first month management fees; set up recurring billing once campaigns go live
• For client restarts: run full new-client-setup restart, re-provisioning numbers/domains/tracking (coordinate with other team members)

Client Offboarding / Teardown

• Mark client inactive across all media platforms
• Update client to ex-client status in HubSpot and agency map tool; disable LeadHub; return Twilio phone number; deactivate chat 
• Mark inactive in Foundation/Client Records; remove reporting email from Mailgun
• Turn off GoDaddy domain auto-renew; delete Google Analytics property
• Move client folder to inactive space in Wrike
• Charge final media spend amount before closing the account

Ongoing Records & Systems Maintenance

• Maintain Budget & Spend doc — add new Facebook clients, track budget allocations
• Keep Foundation/Client Records current for all active accounts
• Update LeadHub records as clients are added, changed, or removed (1 or 2? Idk 2)
• Track per-client service-level details (chat, AI lead management, third-party answering services, etc.) 
• Relay urgent incoming client calls to leadership with full context

Billing Judgment & Advisory

• Proactively flag billing risk on clients likely to accumulate uncollectable debt
• Advise on whether to activate clients without a payment arrangement in place (escalate — policy decision)
• Ask clarifying questions before billing (fee waivers, payment terms)
• Spot and surface billing anomalies in broader account context

Payroll & Contractor Payments

• Own the weekly contractor hours-tracking process for 20+ contractors
• Process weekly/monthly contractor payments
• Administer internal and external commission payments

Benefits & Compliance

• Administer pension/401(k) with the plan provider, including employee census submission for contributions
• Confirm starting billing date for new PMS-integration clients

Growth Track — Not Required, Path to Ascend Into

These are not part of the role on day one. They're currently unowned at the agency and sit naturally adjacent to this seat's core work. Framed to candidates as room to grow into a broader Finance/Ops Director-type function after the core job is running clean.

• Financial oversight: weekly revenue reconciliation (billed vs. collected vs. outstanding); monthly P&L review and cash flow forecast; formal bad debt write-off policy and approval thresholds; annual budget planning and contractor cost model
• Vendor & tools management: master tool renewal calendar across all SaaS subscriptions; vendor SLA monitoring and escalation; annual vendor contract renegotiation
• Contract & compliance tracking: client contract filing and renewal-date tracking (she already uploads contracts — this extends it to active ownership of expiry dates)
• QA & systems integrity: SOP library ownership (documenting the processes in this JD itself, for continuity); periodic data integrity audits reconciling Foundation, HubSpot, and Wrike records
• Proactive client risk monitoring: extending her existing billing-risk flagging into a broader at-risk client signal (not full account health scoring, which stays with Account Management)
• Use AI team to reduce down as far as possible all manual tasks into automations with human approval required before implementation