Senior Client Operations Manager

Responsibilities

• Lead end-to-end planning and execution for large or complex client projects, ensuring project objectives are translated into clear deliverables and quality outcomes.
• Partner with Directors, Client Engagement Managers, internal teams, and clients to understand project goals, define requirements, and support successful execution.
• Create and load projects in Axis according to established rules, guidelines, timelines, and quality standards.
• Train and support Field Support agents and internal stakeholders on project requirements, processes, and execution expectations.
• Monitor field execution, identify risks or gaps, and take proactive action to ensure work is completed accurately, on time, and in alignment with project specifications.
• Pull and analyze reporting from Axis, SSRS, and related systems to develop insights, recommendations, and performance updates for stakeholders.
• Ensure accurate and timely client invoicing by validating project billing details, resolving discrepancies, and partnering with appropriate internal teams.
• Provide day-to-day direction, coaching, and oversight to Client Operations Managers and Coordinators to support project delivery and team effectiveness.
• Serve as a subject matter expert for critical operational processes and tools, including Axis rules and guidelines, Project Based Billing, Billing Portal, Fulfillment, DCSMs, and related workflows.
• Lead special projects and continuous improvement initiatives, including execution analysis, scorecard reviews, compliance training, field communications, and Project Review Board support.

Qualifications

• Proven success in client operations, retail operations, project management, or a related operational leadership role.
• Strong ability to manage large, complex projects with multiple stakeholders, competing priorities, and tight deadlines.
• Excellent verbal and written communication skills, with the ability to clearly convey project updates, expectations, risks, and recommendations.
• Demonstrated ability to build effective working relationships across all levels of the organization and collaborate with clients, field teams, and internal partners.
• Strong analytical, problem-solving, and decision-making skills with sound judgment and attention to detail.
• Consultative and collaborative leadership style with the ability to coach, guide, and influence others without direct authority.
• Ability to interpret reporting, identify trends, and recommend action steps that improve execution, quality, and client outcomes.

Performance Metrics

Scorecard metrics for project loading, QA and invoicing.

Education & Experience

• Four-year college degree in a related discipline strongly preferred.
• Previous experience in Client Operations, Retail Operations, Project Management, or a similar role required.
• Prior experience supervising or providing direction to associates strongly preferred.

Specific Skills

• Proficiency in Microsoft Office applications required, including intermediate to advanced Excel skills.
• Experience using Axis, SSRS, billing systems, fulfillment tools, or related operational platforms preferred.

Supervisory Responsibilities

Provides indirect supervision, direction, and support to Client Operations Managers and Client Operations Coordinators.

Travel Requirements

Approximately 10% to 20% domestic travel may be required.