Luke K.-Senior Operations Manager
Check rate
Experience
Operations & Chief-of-Staff Consultant
Kapelchan Consulting
Remote | Operations consulting for founders and fast-growth companies
- Delivered 7 client engagements, each reclaiming an average of 18 hours per week of operational workload through process redesign and automation.
- Built and operate 5 scheduled AI-agent workflows orchestrating email, Sheets, Calendar, Drive, and ATS platforms, removing up to 22 hours per week of manual operations with guardrailed, rate-limited autonomous execution.
- Streamlined cross-functional tools and processes (CRM, pipeline, reporting dashboards) using no-code/low-code automation (Zapier, Make, n8n) to cut turnaround times and manual error.
Operations Lead (Right Hand to Founder)
The Mancave GH
Remote | E-commerce & franchise (RAHEN GROUP LTD) | Top 10 Fastest-Growing Business in Ghana
- Scaled an e-commerce brand into a franchise system of 300+ distributors across 4 countries, codifying the model into a playbook so it ran without founder involvement.
- Designed and governed a risk-managed partner program (supply caps, position caps, reserve buffers) that paid out 250,000+ cedis while staying solvent through a payout crunch.
Chief Operating Officer / Interim CEO
Smurf Village FX
Remote | FinTech / retail trading education platform | 50,000+ members | top-growth market brand
- Built the company's operating system from zero, documenting SOPs across support, sales, development, and marketing that eliminated 80% of repetitive manual work and grew one product line 300%.
- Managed a 40-person ambassador network across 17 countries and led and mentored cross-functional teams (support, education, development), driving SLA adherence above 95% and CSAT above 92%.
- Secured a B2B partnership with Infinox Capital, an $80B/month trading platform sourced via LinkedIn, onboarding 2,000 members and opening two new revenue lines.
- Led the 8-person customer service function across four channels, lifting first-contact resolution to 80%+, holding management escalations below 5-10%, and raising ticket deflection 20-30% through self-service chatbots and a centralized knowledge base.
- Cut support response time from 5 hours to 10 minutes by centralizing the source of truth and building a member onboarding flow, reducing staff workload at least 60%.
- Established fraud-prevention and compliance controls, running an anti-piracy investigation, deploying downloader detection, and introducing KYC to protect revenue and platform integrity.
Operations Consultant (Freelance)
Fiverr
Remote | Process, admin, and operations support for small businesses
- Served 231 clients (128 U.S.-based), building a strong U.S. client track record delivering operations, admin, and process support.
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Education, Banking and Finance, Professional Services, and Retail.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Operations, Customer Service, Sales, and Information Technology.
Summary
Operations leader with 8+ years building the systems, teams, and automations that power fast-scaling, remote-first companies across FinTech/trading education, e-commerce, and consulting. Former COO/Interim CEO who scaled a 50,000-member trading platform across 17 countries, secured an $80B/month institutional partnership, and eliminated 80% of manual operations through SOPs and workflow automation. KPI-driven operator who holds SLA adherence above 95%, drives cross-functional execution across Support, Sales, Finance, and HR, and builds the compliance, risk, and fraud-prevention controls that let companies grow output 2x-3x without linear headcount.
Skills
Technical Skills:
- Operations Management
- Process Optimization
- Sop Development
- Workflow Automation
- Kpi Tracking & Dashboards
- Cross-Functional Leadership
- Change Management
- Risk Management
- Compliance & Operational Controls
- Fraud Prevention
- Vendor & Contract Management
- Budgeting & Cost Control
- Go-To-Market Operations
- Customer Success Operations
- Escalation Management
- Continuous Improvement
Tools & Platforms:
- Asana
- Notion
- Clickup
- Zapier
- Make
- N8n
- Zendesk
- Hubspot
- Google Workspace
- Microsoft 365
- Claude
- Chatgpt
- Microsoft Copilot
Languages:
- English (C2 Proficient)
- Croatian (Native)
Languages
Education
Strukovna Škola Đurđevac
Vocational Diploma · Electrical & Electronics Engineering · Đurđevac, Croatia
Certifications & licenses
Customer Service Professional
Zendesk
Administrative Assistance Professional
Microsoft
CFD Markets & Retail Trading (Advanced, Grade A)
Smurf Village FX
Executive Assistance Professional
micro1
Statistics
Experience
Expertise
Qualifications
Frequently asked questions
Have questions? Find more information here.
Luke is based in Đurđevac, Croatia and prefers 100% remote projects.
Luke speaks the following languages: Croatian (Native), English (Advanced).
Luke has at least 10 years of experience. During this time, Luke has worked in at least 4 different roles and for 4 different companies. The average length of individual experience is 3 years and 7 months. Note that Luke may not have shared all experience and actually has more experience.
Based on recent experience, Luke would be well-suited for roles such as: Operations & Chief-of-Staff Consultant, Operations Lead (Right Hand to Founder), Chief Operating Officer / Interim CEO.
Luke's most recent position is Operations & Chief-of-Staff Consultant at Kapelchan Consulting.
In recent years, Luke has worked for Kapelchan Consulting, The Mancave GH, and Smurf Village FX.
Luke is most experienced in industries like Education, Banking and Finance, and Professional Services. Luke also has some experience in Retail.
Luke is most experienced in business areas like Operations, Customer Service, and Sales. Luke also has some experience in Information Technology.
Luke has recently worked in industries like Education, Banking and Finance, and Retail.
Luke has recently worked in business areas like Operations, Customer Service, and Sales.
Luke attended Strukovna Škola Đurđevac for Electrical & Electronics Engineering.
Luke has 4 certificates. Among them, these include: Customer Service Professional, Administrative Assistance Professional, CFD Markets & Retail Trading (Advanced, and Grade A).
Luke is immediately available full-time for suitable projects.
Daily rate distribution
The rates shown represent the typical market range for freelancers in this position based on recent contracts on our platform.
Average rates for similar positions
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 23 Oct 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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