Client Service Operations Manager

About the role

The Client Service Operations Manager plays a critical leadership role in ensuring the efficiency, consistency, and quality of the Client Service team’s daily operations. This individual is responsible for overseeing workflow management, workload distribution, and process standardization across Client Support Leads and Sales Support Representatives. Acting as a key liaison between departments, the role supports seamless cross-functional collaboration, resolves service bottlenecks, and drives a consistent, high-quality client experience. The position also focuses on building team capability through training, coaching, and clear process documentation, while using data and system insights to continuously improve performance and service delivery.

Qualifications

• High school diploma required; associate or bachelor’s degree in business administration, operations, communications, or a related field preferred
• 3–5 years of experience in client service, sales support, operations, or a related field
• 1–2 years of experience in a leadership, supervisory, or team coordination role preferred
• Proven experience managing workload distribution, prioritization, and service workflows in a fast-paced environment
• Experience developing and maintaining SOPs and training team members on processes preferred
• Proficiency with CRM, ERP, or workflow tools; experience with Salesforce, Acumatica, monday.com, or similar platforms preferred
• Ability to analyze reports, dashboards, and system data to assess performance and identify improvement opportunities
• Strong written and verbal communication skills with the ability to clearly convey expectations and process changes
• Demonstrated ability to collaborate cross-functionally to resolve issues and improve operational efficiency
• Excellent organizational, time management, and problem-solving skills with the ability to manage multiple priorities
• Ability to coach, motivate, and hold team members accountable to performance and service standards
• Strong judgment, professionalism, and discretion when handling sensitive client and business matters