Manager, Client Operations

📋 Description

• • Lead the Operations function supporting Support Operations and Client Success Operations, managing and developing direct reports within both teams through coaching, goal-setting, and performance management.
• • Partner directly with Vice Presidents and Directors in Support and Client Success to translate strategic priorities into executable operational plans and workflows.
• • Design, implement, and maintain process metrics and KPIs that provide functional leaders with clear visibility into team performance and operational health.
• • Build and maintain dashboards and reporting cadences that surface actionable insights to support leadership decision-making.
• • Coordinate and drive cross-functional special projects from initiation to delivery, ensuring alignment, timely execution, and measurable outcomes.
• • Establish and enforce standardized operating procedures across Support Operations and Client Success Operations to ensure consistency, scalability, and compliance.
• • Continuously evaluate and improve operational processes by identifying and removing bottlenecks that hinder client-facing team efficiency.
• • Identify opportunities for automation and tooling enhancements to reduce manual effort and increase operational efficiency.
• • Serve as the primary operational liaison between Support, Client Success, and other internal departments to ensure seamless communication and handoffs.
• • Lead capacity planning and resource allocation to align staffing levels with business needs and operational demands.
• • Monitor operational data trends to proactively identify risks, inefficiencies, or growth opportunities and escalate findings to functional leadership.
• • Drive a culture of accountability, continuous improvement, and operational excellence across all teams under the operations function.
• • Manage the operational lifecycle of key initiatives, ensuring alignment with company-wide goals and adherence to established timelines and deliverables.
• • Utilize data analysis and reporting tools to generate insights, track performance, and support strategic planning efforts.
• • Maintain a process-oriented mindset focused on building scalable, repeatable, and efficient operational systems that support rapid growth and client success.
• • Foster collaboration and alignment across departments to ensure operational workflows support broader organizational objectives and client outcomes.