Operations Manager

Full Job Description

We’re looking for an experienced Operations Manager to lead and support a team dedicated to maintaining exceptional client relationships. The role focuses on team leadership, client satisfaction, retention strategies, and process optimization to ensure consistent and outstanding service delivery.You will serve as the central point of contact for the Account Management team, aligning internal communications, refining workflows, and building standards that drive long-term client partnerships

Job Responsibilities

Team & Operations Management

Act as the first point of contact for escalations related to Account Managers and clients.

Organize and facilitate weekly team meetings, including priority-setting, process reviews, and performance check-ins.

Build a culture of continuous learning through structured activities such as scenario-based discussions, peer reviews, and skill development workshops.

Monitor workload allocation and ensure resources are distributed effectively.

Oversee internal reporting tools and systems that track client health, engagement, and satisfaction metrics.

Training & Development

Provide mentorship and guidance to Account Managers to strengthen client relationships and improve retention.

Develop SOPs, training resources, and playbooks to standardize client success practices.

Lead initiatives such as reporting simulations, case study reviews, and best-practice sharing sessions to enhance team capability.

Client Retention & Engagement

Define and implement standards and KPIs for long-term client retention.

Regularly update client communication scripts, touchpoint strategies, and engagement frameworks.

Conduct quarterly satisfaction surveys and analyze results to identify opportunities for improvement.

Review and refine onboarding processes using survey data and client feedback.

Maintain and analyze client attrition reports, ensuring leadership has visibility on trends and risks.

Oversee client referral programs and client appreciation initiatives.

Job Requirements

Proven background in customer success management, account management, or project management.Strong leadership skills with experience managing a team.Excellent written and verbal communication abilities.Analytical and data-driven approach to decision-making.Client-focused mindset with a track record of improving satisfaction and retention.Experience with CRM tools is preferred.Bonus: Familiarity with marketing or service-based industries.

Skills Required

• Administration - Expert

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