Client Manager

About the role

We are seeking an experienced Client Manager to oversee a portfolio supporting a key national client across multiple locations. This leadership role is responsible for driving operational excellence, developing high-performing leadership teams, strengthening executive client relationships, and ensuring consistent service delivery across a geographically dispersed portfolio. The ideal candidate is a strategic, hands-on leader with extensive multi-site operations experience, strong financial acumen, and a passion for delivering an exceptional client experience.

Key Responsibilities

• Team Leadership

  • Lead, coach, and develop site managers and operational leaders across a multi-state portfolio.
  • Build a high-performing culture focused on accountability, engagement, and continuous improvement.
  • Establish clear performance expectations, operational goals, and customer service standards.
  • Develop succession plans and strengthen the internal leadership pipeline.
  • Ensure proper staffing levels and compliance with Service Level Agreements (SLAs).
  • Conduct performance evaluations, coaching, and employee development discussions.

• Client Relationship Management

  • Build and maintain trusted partnerships with executive-level client stakeholders.
  • Serve as the primary escalation point for operational and client-related issues.
  • Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
  • Maintain high client satisfaction through proactive communication and exceptional service delivery.
  • Foster consistent communication between client leadership and internal operations teams.

• Strategic Planning & Operational Excellence

  • Develop and execute operational strategies that support client objectives and business growth.
  • Lead process improvement initiatives focused on quality, efficiency, and service delivery.
  • Implement governance standards and operational best practices across all locations.
  • Cook up special projects and support business growth initiatives.
  • Monitor KPIs and SLAs to ensure consistent operational performance.

• Financial Management

  • Manage portfolio P&L performance, budgeting, forecasting, payroll, billing, revenue, and profitability.
  • Identify opportunities to improve operational efficiencies while maintaining exceptional service levels.
  • Ensure financial targets and operational metrics are consistently achieved.

• Safety & Compliance

  • Promote a safe work environment while ensuring compliance with company policies and regulatory requirements.
  • Conduct regular site audits and operational reviews.
  • Maintain compliance with OSHA, EEOC, State Workplace Violence Prevention Plan, and all applicable policies.
  • Investigate and report incidents, security concerns, and compliance issues promptly.

Qualifications

• 7–10+ years of progressive experience leading large, multi-site operations.

• Proven success managing geographically dispersed teams of 100+ employees across multiple locations

• Experience leading managers and developing high-performing leadership teams.

• Demonstrated success building executive-level client relationships within complex organizations.

• Strong experience managing KPIs, SLAs, operational metrics, and service delivery.

• Financial management experience, including P&L ownership, budgeting, forecasting, and profitability.

• Excellent leadership, communication, coaching, and conflict resolution skills.

• Strong strategic planning, organizational, and decision-making abilities.

• Project or program management experience is preferred.

• High level of integrity, professionalism, and business acumen.

Preferred Industry Experience

• Experience managing one or more of the following workplace service operations is highly preferred:
• Mailroom Operations
• Print & Copy Services
• Reception & Front Desk Operations
• Shipping & Receiving
• Office Services
• Records Management
• Workplace Experience & Hospitality
• Facilities Management
• Business Process Outsourcing (BPO) or Managed Services