Account Operations Manager

Job Description

The Account Operations Manager (AOM) supports State, Local Government, and Education (SLED) customers by applying developed subject matter knowledge to solve common and complex operational and business issues within established guidelines and recommending appropriate alternatives. This role works on problems of diverse complexity and scope and may act as a team or project leader, providing direction to team activities and facilitating information validation and team decision-making processes.

The AOM exercises independent judgment within generally defined policies and practices, including public-sector compliance requirements, to identify and select solutions. The role requires the ability to handle unique and highly regulated customer environments and may seek guidance when addressing complex business issues related to procurement, funding cycles, and governance.

Responsibilities

• Manages the operational business relationship for mid-size to large SLED accounts, including state agencies, local governments, municipalities, and educational institutions; serves as a core member of the account team.
• Conducts and reviews highly complex operational and performance analysis, ensuring alignment with contractual, regulatory, and service-level requirements common in public-sector environments.
• Acts as a point of escalation and collaborates with cross-functional teams to drive resolution of operational issues of medium to high complexity in support of customer and partner requirements.
• Represents customer and partner operational needs and provides business requirements to internal initiatives, programs, and projects of moderate to high complexity.
• Prepares, leads, and runs operational performance reviews with customers and partners; supports improvement plans and tracks progress against agreed actions.
• Consults and advises internal clients at peer levels and above on SLED-specific operational matters, including procurement processes, service delivery expectations, and compliance considerations.
• Proactively communicates operational process changes to customers, partners, and internal stakeholders; supports implementation and change management activities.
• Identifies and implements customer-specific process improvements to enhance efficiency, compliance, service quality, and overall customer satisfaction.

Education and Experience Required

• Bachelor’s degree or equivalent experience; advanced degree preferred.
• Typically 4–6 years of related experience, preferably in supply chain, customer service, operations, procurement, or financial management.
• Typically 1–2 years of experience supporting large or complex accounts.
• Experience supporting public-sector or highly regulated customers is strongly preferred.

Knowledge and Skills

• Excellent written, verbal, and presentation communication skills; mastery of English and additional languages as required.
• Developing consulting, negotiation, and influence skills with the ability to work effectively in a matrixed organization.
• Solid understanding of enterprise business operations and the end-to-end revenue cycle, with awareness of SLED procurement and funding models.
• Strong research, analytical, and problem-solving skills.
• Proficiency in Microsoft Office tools, particularly Excel, Word, and PowerPoint.
• Demonstrated project management skills, including planning, execution, and implementation.
• Proven ability to collaborate and network with cross-functional teams to achieve business objectives in support of customer and partner requirements.
• Proven ability to establish and maintain strong relationships with external customers and partners at peer level and one level above.
• Basic financial and business acumen.
• Ability to navigate ambiguity and operate effectively in highly regulated, multi-stakeholder environments.