Overview In this role you lead client-facing operations, guiding cross-functional teams to deliver service excellence across multiple offerings. You'll drive operational efficiency, optimize cost-to-serve, and grow teams while aligning with client needs and SLAs. You'll manage reporting, financials, and continuous improvement to ensure client satisfaction and strong contract performance. This position combines leadership, process optimization, and strategic client engagement to transform service delivery.
Compensation / Benefits- medical, dental, and vision coverage
- paid time off
- 401(k) with company match
- life insurance and disability coverage
- tuition assistance
- parental leave and adoption assistance
Responsibilities- Oversee contracted operation(s) to meet client needs and address employee requirements
- Develop and lead a high-performing client team
- Manage full employee lifecycle for direct and indirect reports
- Ensure compliance with policies and SLAs; implement corrective actions as needed
- Maintain open communication with team and clients; conduct regular meetings
- Foster cross-training to optimize service delivery
- Establish quality service delivery via SOPs, account planning, and metrics
- Utilize Engage for reporting and performance management
- Drive continuous improvement and communicate issue resolution and preventive processes
- Manage staffing, workflow volumes, and headcount justification using workflow systems
- Review monthly P&L and adjust financials as needed
- Manage labor allocations and non-billable charges; ensure contractual invoicing
- Participate in budget processes and ensure on-time operational delivery
- Build and present monthly Client Service Reviews; discuss process improvements
- Solicit client feedback and educate clients on services available
- Identify opportunities for account growth and escalate to management
- Support due diligence and implementation for new business within client accounts
- Adhere to company and client policies
Key requirements- Bachelor's degree or equivalent experience
- 5+ years of leadership in a customer service-intensive environment
- Proven ability to resolve poor contract or service performance
- Excellent client service and a service-minded approach
- Experience managing complex multi-service solutions
- Minimum 2 years financial management and ability to influence P&L
- Minimum 2 years people management with full lifecycle HR experience
- Ability to foster high-performance team culture and continuous improvement
- Strong attention to detail and organizational skills
- Ability to meet deadlines and handle confidential information
- Ability to interact with diverse teams and work in fast-paced environments
- Self-motivated with a positive attitude
- Intermediate to expert Microsoft Office skills
- Able to make independent financial decisions within scope
- Client-focused
- Strong communication
- Team leadership
- Microsoft Office (intermediate to expert)
- Engage (data reporting and client reporting)
- Workflow management systems
