The Client Operations Manager is responsible for the oversight of a team handling day to day tasks and deliverables as well as escalations and oversight to support the team. You will be one of the contact points for all key stakeholders that the team interacts with including the Data, Production, Print/Mail Operations and Client Success Manager teams among others.
What will you do?
- In partnership with account managers and Region Client Operations Leads, have critical conversations with clients about timing and expectations for problem resolution and what requests we are not able to meet.
- Partner with senior account management leaders and regional leadership to maintain client priorities.
- Break ties for prioritization when there are multiple demands for work to maintain client satisfaction.
- Prioritize client issues to maximize business success balanced with client and member satisfaction.
- Support new client and program implementations.
- Leads a team of Analysts and successfully coaches, manages performance and develops the team
- Builds and maintains strong relationships with key stakeholders to ensure alignment of efforts and coordination to drive outcomes and effective client communication
- Responsibilities for the team that the Manager will have oversight for include:
- Reconciliation efforts to ensure all client deliverables meet or exceed SOW requirements
- Oversee client meeting documentation: data entry, meeting minutes, action items in support of Client Success Managers and Executives
- Oversight of the client direct mail campaigns
- Monitor success and serve our clients through managing and the completion of several ad-hoc reporting projects
- Quality assurance for reports and deliverables; report manipulation based on client requirements
- Forecast and communicate updates and escalations with internal stakeholders in support of client programs
- Ticket submission and tracking for client requests directly related to the success of the program
- Manage process for internal tracking, documentation, and client response formulation for member grievances
- Backup support and account coverage in the absence of the Client Success Executive or Manager to ensure an internal resource is available at all times
Basic Qualifications:
- Bachelor’s degree in business, economics, operations management or related field
- National level, premier client facing experience
- 4+ years of relevant work experience with people leadership experience highly preferred
- Proven track record of reviewing and organizing data in Excel
- Experience using Google Suite (Gmail, Sheets, Slides)
- Experience managing tight timelines, deliverable schedules and a diverse set of internal stakeholders to meet expectations even without explicit control of all inputs needed
Preferred Qualifications:
- Ability to clearly articulate via verbal and written communication
- Self-starter and able to work independently in a fast-paced environment
Anticipated Weekly Hours40
Time TypeFull time
Pay Range
The typical pay range for this role is:$60,300.00 – $132,600.00
