Account Operations and Performance Manager

Drive operational excellence, governance, account performance, risk management, reporting, and continuous improvement for a strategic client account. This highly visible role serves as the operational backbone, ensuring alignment between business strategy and execution while delivering an exceptional client experience.

Responsibilities

• Develop and maintain the account performance management program that aligns to client and corporate goals.
• Manage KPI and SLA reporting, scorecards, dashboards, and governance processes.
• Lead root cause analysis, corrective actions, and performance improvement initiatives to resolution.
• Coordinate Quarterly Business Reviews (QBRs), supporting materials, and executive-level reporting.
• Ensure strategic account objectives are translated into operational execution.
• Maintain account governance, compliance, and risk management programs.
• Manage contract adherence, amendments, service-level reviews, and change requests.
• Develop and maintain risk registers, issue logs, and escalation processes.
• Facilitate leadership reviews and ensure accountability for performance outcomes.
• Design, organize, and maintain the account SharePoint environment in conjunction with the Technology Team.
• Develop and maintain account playbooks, onboarding materials, knowledge repositories, and operational documentation.
• Standardize templates, reporting formats, and account communications.
• Lead organizational and operational change management initiatives.
• Partner with leadership teams to improve processes, remove waste, and drive efficiencies.
• Apply Lean, Six Sigma, and continuous improvement principles to enhance performance.
• Develop measures of success and track initiative outcomes across the account.
• Support technology implementations and digital transformation initiatives.
• Partner with technology teams to develop dashboards, automated reporting, and analytics tools.
• Evaluate business impact and ROI of new technologies and process improvements.
• Manage the account’s Rhythm of Business calendar, including meetings, deliverables, surveys, governance activities, and strategic initiatives.
• Coordinate cross-functional activities and ensure timely execution of commitments.
• Support financial and operational processes through effective stakeholder collaboration.

Requirements

• Bachelor’s degree in business, Operations, Project Management, Organizational Leadership, or a related field.
• 5–8+ years of experience in operations, account management, program management, business operations, or continuous improvement.
• Experience supporting large, complex client accounts and cross-functional teams.
• Proven success leading change management, performance management, and operational improvement initiatives.

Skills

• Exceptional verbal, written, and presentation skills.
• Strong people management, leadership, and stakeholder engagement capabilities.
• Advanced SharePoint administration and content management expertise.
• Strong Microsoft 365 skills (Excel, PowerPoint, Teams, Word, Outlook).
• Proficiency with Google Workspace (Google Sheets, Docs, Slides, Drive, Forms).
• Excellent organizational, administrative, and project management skills.
• Experience with performance dashboards, reporting, and data analytics.
• Strong change management, process improvement, and problem-solving abilities.
• Lean Six Sigma certification or experience preferred.

Ideal Candidate Profile

We are seeking a high-energy leader who is:

• Highly organized and detail-oriented.
• A proactive self-starter who thrives with autonomy.
• Comfortable presenting to executive and client leadership teams.
• Technically proficient with both Microsoft and Google collaboration platforms.
• Passionate about continuous improvement and operational excellence.
• Skilled at building relationships, driving accountability, and leading change.

This role is ideal for a strategic operator who brings structure to complexity, drives measurable results, and creates a best-in-class account management experience for both clients and internal stakeholders.

Benefits

Eligible employees may enroll in a variety of benefit programs, including:

• Health, vision, and dental insurance.
• Flexible spending accounts and health savings accounts.
• Retirement savings plans.
• Life and disability insurance programs.
• Paid and unpaid time away from work.

Pay

The compensation for this position is $106,250.00 - $125,000.00.