About the Role
This role leads operational functions for client accounts, driving performance, quality, and team development while aligning with company goals and service standards.
Responsibilities
- Lead daily operations for assigned client programs
- Monitor key performance indicators and service metrics
- Develop strategies to improve efficiency and service quality
- Manage and mentor team leaders and supervisors
- Conduct regular performance reviews and feedback sessions
- Coordinate training initiatives for new and existing staff
- Address escalations and resolve operational issues promptly
- Ensure compliance with client requirements and internal policies
- Prepare and analyze operational reports for leadership review
- Collaborate with cross-functional teams to support client needs
- Implement process improvements to reduce costs and increase productivity
- Oversee workforce planning and scheduling accuracy
- Maintain strong communication between on-site and remote teams
- Drive employee engagement and retention efforts
- Support change management during transitions or client expansions
Nice to Have
- Experience in technology or customer experience industry
- Background supporting global clients
- Knowledge of lean or continuous improvement methodologies
- Project management experience
- Fluency in multiple languages
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model
Team
Part of a global operations team supporting high-volume client services
Why This Role Matters
This position plays a critical part in maintaining service excellence and client satisfaction across key accounts. The leader will shape team culture and influence operational outcomes.
Growth Opportunities
High-performing individuals can advance into regional leadership or specialized operational roles within the organization.
Not available
