When running a small business, you wear many hats. It’s no surprise that details can slip through the cracks when juggling customer relationships, team dynamics, and product deliverables. This is where an operations manager becomes invaluable.

For all small businesses, having the right kind of operational support can make all the difference. Not just for day-to-day functionality but also for fostering long-term customer loyalty and team success. Today, let’s explore the two main types of operations managers small businesses might need: the service-focused operations manager and the product-focused operations manager.

What Is an Operations Manager?

An operations manager, also known as an Online Business Manager (OBM), ensures the smooth running of a business by managing processes, coordinating teams, and focusing on either customer or product-driven activities. Whether on-site or remote, OBMs offer the flexibility to support businesses from anywhere, reducing overhead costs while still delivering exceptional results.

By taking over operational details that might otherwise overwhelm business owners and managers, an OBM allows them to focus on growth and strategy. Whether you’re managing a local service like an aesthetician’s studio or a product-driven business like a window installation company, having the right kind of operations manager or OBM can increase efficiency, improve customer satisfaction, and set your business up for long-term success.

Let’s break it down.

1. The Service Operations Manager

A service operations manager is all about creating a seamless, satisfying experience for customers. They focus on improving customer-facing processes and ensuring that employees delivering those services have everything they need to succeed.

Responsibilities of a Service Operations Manager

• Customer Experience Enhancement: Ensuring every touchpoint is smooth, from scheduling appointments to follow-ups after service.
• Streamlining Processes: Developing efficient workflows for front-facing teams, making customer interactions as effortless as possible.
• Team Training and Tools: Providing employees with the resources, tools, and training they need to excel in customer interactions.
• Feedback Utilization: Collecting customer feedback and translating it into actionable changes.
• Data Monitoring: Tracking metrics like appointment wait times or customer satisfaction scores and addressing weak spots.

Real-World Example: A Female Owned Business Consultant

Imagine a business coach who’s phenomenal at helping clients scale but feels like they’re spinning plates behind the scenes. Their programs deliver incredible results, but keeping up with onboarding, team management, and preparing for launches leaves them feeling stretched thin.

An OBM could step in to:

• Automate client onboarding: Build a system that sends contracts, schedules sessions, and delivers program materials, so every new client feels supported from day one.
• Streamline launches: Whether you’re running live programs or setting up an evergreen course, an OBM can create templates and processes that make launches smooth and predictable.
• Keep the team on track: Use a project management tool to assign tasks, set deadlines, and ensure everyone—from VAs to designers—is aligned and productive.

By letting an OBM handle the operational details, you can focus on coaching, scaling your programs, and doing the work that lights you up.

2. The Product Operations Manager

A product operations manager focuses on managing the internal processes that ensure product deliverables, team efficiency, and customer satisfaction. This role is perfect for businesses with complex product or service offerings that require collaboration across multiple teams.

Responsibilities of a Product Operations Manager

• Process Optimization: Streamlining workflows for product development, installation, or delivery.
• Data Management: Collecting and analyzing feedback to prioritize improvements.
• Team Alignment: Acting as a bridge between sales, marketing, and operations teams to ensure everyone is on the same page.
• Customer Feedback Integration: Organizing and presenting feedback in a way that helps refine products or services.
• Tool Management: Overseeing software and tools to improve efficiency and tracking metrics.

Real-World Example: A Health & Wellness Coach

Imagine an expert coach who’s juggling one-on-one client sessions, group classes, and creating content for their online programs. They’re amazing at motivating clients during workouts, but behind the scenes, things feel chaotic—new clients don’t always get onboarded smoothly, social media posts are rushed, and team members aren’t always sure what to prioritize.

An Online Business Manager (OBM) could step in to:

Manage team accountability: Use a project management tool to track what your team is working on—whether that’s editing workout videos, replying to client inquiries, or managing memberships.

Automate client onboarding: Create a seamless process that sends new clients welcome emails, schedules their first sessions, and provides access to any fitness apps or resources.

Streamline content scheduling: Set up a system for batching and scheduling Instagram reels, workout plans, and client newsletters so everything runs on time, with less stress.

Key Differences Between Service and Product Operations Managers

Aspect	Service Operations Manager	Product Operations Manager
Primary Focus	Customer satisfaction and retention	Internal product team efficiency and deliverables
Key Metrics	Customer satisfaction, response times, NPS	Project timelines, feedback integration, team alignment
Core Activities	Streamlining customer interactions, empowering employees	Optimizing workflows, managing tools and feedback
Industry Fit	Service businesses (e.g., salons, consultancies)	Product businesses (e.g., installation, e-commerce)

Choosing the Right Operations Manager for Your Business

Whether you’re running a service-based business or delivering products, the right operations manager can elevate your business operations.

• Service-Oriented Business: A service operations manager is essential for creating a smooth, customer-focused experience.
• Product-Focused Business: A product operations manager ensures deliverables are timely, efficient, and aligned with customer expectations.

For businesses with both needs, having one of each type of operations manager—or someone skilled in both areas—can provide a holistic approach to running your business.

Why It’s Worth the Investment

Hiring an OBM isn’t just about delegating tasks—it’s about creating a system that helps your business thrive. These professionals can:

• Save Time: Streamline operations so you can focus on what you do best.
• Improve Customer Retention: Ensure customers feel cared for and valued.
• Boost Efficiency: Align teams, processes, and tools to work seamlessly together.

Partner with Wasson Management + Marketing

At Wasson Management + Marketing, we know how vital smooth operations are to small businesses. Whether you’re looking to enhance your customer experience or streamline product delivery, we can help you identify the right operations strategy for your business.

Ready to take the next step? Contact us today to explore how we can help your business run like a well-oiled machine.