Manager | Client Operations

Position Objective

The Manager, Client Operations leads a team of specialists, driving operational excellence and process improvements. This role ensures delivery against strategic objectives while developing team capabilities and fostering collaboration across departments.

This role oversees end-to-end account lifecycle operations—from onboarding and provisioning to ongoing maintenance and offboarding—ensuring efficiency, accuracy, and compliance with company standards. The ideal candidate is a detail-oriented leader with strong operational discipline, process optimization expertise, and a track record of driving team performance and quality control.

Responsibilities

Team Leadership & Development

• Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance.
• Set clear goals and performance expectations aligned with departmental objectives.
• Provide regular coaching, feedback, and professional development opportunities to build team capability.
• Oversee workload allocation, ensuring balanced capacity, productivity, and service quality.
• Manage recruitment, onboarding, and training to build a high-performing team culture.

Client & Cross-Functional Partnership

• Act as a key point of contact for client-facing teams and stakeholders to ensure alignment on project requirements and timelines.
• Anticipate client and partner needs, providing proactive solutions and maintaining strong, collaborative relationships.
• Coordinate with internal functions (Implementation, Product, Operations, etc.) to ensure smooth project execution and issue resolution.
• Communicate updates, progress, and risks clearly to senior leadership and key stakeholders.

Operational Execution & Process Improvement

• Oversee execution of multiple concurrent projects, ensuring on-time delivery and adherence to quality standards.
• Identify and implement process improvements to increase efficiency, scalability, and accuracy.
• Monitor team metrics and performance dashboards to drive accountability and continuous improvement.
• Partner with other managers to standardize best practices and optimize end-to-end workflows.

Training, Quality & Standards

• Establish and maintain high quality and consistency standards across all team outputs.
• Lead periodic quality reviews, identifying trends and coaching opportunities.
• Develop and maintain team training resources and SOPs to ensure consistency across roles and projects.
• Champion operational excellence and knowledge sharing across the broader function.
• Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.

Client Operations Oversight

• Manage end-to-end client account activities, including but not limited to: enrollment, Dealer Admin setup, file builds, provisioning, order verification; account updates and maintenance, including ownership changes, rebooks, SMB/LLDTek activations, add-on orders, returns/exchanges, swaps/replacements, out-of-warranty cases, and system upgrades.
• Handle account closures, product offboarding, and cancellations in compliance with internal policies and contractual obligations.
• Ensure all account activities meet accuracy, compliance, and operational standards.
• Serve as the escalation point for complex account issues, discrepancies, or operational blockers.
• Collaborate with cross-functional teams to resolve escalations and drive process improvements.
• Maintain detailed records of account activities, identify recurring trends, and recommend enhancements to workflows and SOPs.

Skills & Knowledge

• Advanced leadership, coaching, and team development skills.
• Strategic thinking and operational planning abilities.
• Strong problem-solving, decision-making, and analytical capabilities.
• Ability to drive performance improvements by identifying trends, analyzing data, and implementing action plans to achieve team KPIs and enhance client satisfaction.
• Proficiency with relevant systems, tools, and metrics-driven management.
• Effective stakeholder management and cross-functional collaboration.
• Deep expertise with CRM systems, with strong Salesforce experience required.
• Exceptional attention to detail and commitment to data accuracy and quality control.
• Experience with workflow automation and system integrations in SaaS, fintech, or technology environments preferred.
• Extensive experience in operations, client services, or data management within SaaS, fintech, or technology organizations.
• Experience managing or supporting shared services or centralized support teams preferred.
• Proficiency with Salesforce and reporting tools required; familiarity with SQL, Excel, or BI tools is a plus.

Previous Experience

• 8 years of professional experience in customer success or related roles.
• 3 years of experience managing and developing high-performing teams.
• Experience in fintech or SaaS environments preferred.

Education / Professional Training

• Bachelor’s degree in Business Administration, Information Systems, Operations Management, Hospitality or a related field required.
• An equivalent combination of education and experience may be considered.
• Relevant professional certifications (e.g., Customer Success Management, Project Management) a plus.

Languages & Level of Proficiency

• Fluent in English and Spanish (written and verbal). 
• Additional languages are preferred but not required.

**This role requires attendance at the office three days a week and working from home two days a week.**

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