Client Service Manager - US Business Immigration

Jobgether; Canada; Hybrid; CAD 100,000 - 150,000; Full time

Benefits offered by this job

Hybrid work setup

Career development opportunities

Global collaboration environment

Competitive compensation

Job summary

Jobgether partner seeks a Client Service Manager – US Business Immigration in Canada to oversee client relationships and service delivery across engagements. You will translate client needs into workflows, monitor case progress, and drive improvements in reporting and processes.

You will collaborate with legal teams, engagement leadership, and reporting specialists to ensure timely delivery, manage escalations, and support onboarding and transitions.

Qualifications

• /6+ years of client service management or related operational role.
• /Experience overseeing client account ops, service delivery, and managing expectations.
• /Design, document, implement, and improve SOPs, workflows and escalation procedures.
• /Monitor KPIs, SLAs, and operational metrics to identify risks and improvements.
• /Strong client relationship management and effective stakeholder communication.
• /Coordinate multiple teams and priorities to ensure on-time delivery.
• /Familiarity with case management or reporting tools.
• /Strong analytical skills to turn data into actionable improvements.
• /Experience with client onboarding and change management.
• /Excellent organizational and time management skills.
• /Strong written and verbal communication.
• /Experience in immigration services or professional services is preferred.
• /Experience handling high-volume operations is an advantage.

Responsibilities

• Build and maintain strong relationships with client stakeholders and translate requirements into service delivery processes.
• Oversee day-to-day service delivery across assigned accounts, monitor commitments and priorities.
• Design, document, implement, and maintain SOPs, workflows, and escalation protocols.
• Coordinate with legal and engagement teams to monitor case progress and milestones.
• Track KPIs, SLAs, and operational metrics to identify trends and improvements.
• Oversee recurring and ad-hoc client reporting with internal teams.
• Manage client inquiries, issues, and escalations, coordinating resolutions.
• Identify process gaps and implement improvements for standardization and automation.
• Collaborate with legal, leadership, reporting and other stakeholders to resolve bottlenecks.
• Support client onboarding, account transitions and process changes.
• Coordinate data quality reviews and resolve discrepancies affecting reporting.
• Develop and maintain client-facing communications and operation guides.
• Organize regular client service meetings and quarterly business reviews.
• Maintain high professional and ethical standards in all activities.

Skills

Relationship management

Operations coordination

SOP design

KPIs & SLAs

Client onboarding

Communication

Data analysis

Process improvement

Immigration knowledge

Cross-functional collaboration

Time management

Problem solving

Tools

Excel

Power BI

Alteryx

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Service Manager - US Business Immigration based in Canada.

As a Client Service Manager, you will oversee client relationships and operational service delivery across US business immigration engagements. You will act as a key liaison between client stakeholders, legal teams, and internal leadership, ensuring that service commitments are consistently met. The role combines relationship management, operational coordination, performance monitoring, and process improvement. You will help translate client needs into effective workflows while maintaining visibility over case progress, priorities, and potential risks. By strengthening reporting practices and resolving service challenges, you will contribute to more efficient, reliable, and scalable operations. This is an opportunity to make a meaningful impact in a collaborative, client-focused professional services environment.

Accountabilities:

• Build and maintain strong relationships with client stakeholders, understand their priorities, and translate their requirements into practical service delivery processes.
• Oversee day-to-day service delivery across assigned accounts, monitor commitments, manage priorities, and address operational challenges.
• Design, document, implement, and maintain client-specific standard operating procedures, workflows, playbooks, and escalation protocols.
• Coordinate with legal and engagement teams to monitor case progress, milestones, outstanding actions, and dependencies, identifying potential delays and supporting timely resolution.
• Track key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to identify trends, risks, and improvement opportunities.
• Oversee recurring and ad hoc client reporting, working with reporting specialists and internal teams to ensure accurate and timely information.
• Manage client inquiries, operational issues, and escalations, coordinating resolution plans, stakeholder communications, and follow-up actions.
• Identify process gaps and inefficiencies, implementing improvements that support standardization, automation, and more scalable operations.
• Collaborate with legal teams, engagement leadership, reporting specialists, and other stakeholders to resolve bottlenecks and maintain consistent execution.
• Support client onboarding, account transitions, and operational changes, coordinating the implementation of processes, systems, and service expectations.
• Coordinate data quality reviews and resolve discrepancies that could affect reporting, client communications, or operational decisions.
• Develop and maintain client-facing communications, including service updates, process documentation, FAQs, email templates, and operational guidance.
• Organize regular client service meetings and quarterly business reviews, presenting performance insights, improvement initiatives, and action plans while ensuring agreed actions are completed.
• Maintain high professional and ethical standards in all business activities.

Requirements:

• At least 6 years of relevant experience in client service management, service delivery, account operations, or a related operational management role.
• Experience overseeing client account operations, managing service expectations, monitoring performance, coordinating stakeholders, and resolving operational challenges.
• Proven ability to design, document, implement, and improve operational processes, including SOPs, workflows, escalation procedures, and service delivery controls.
• Experience monitoring case workflows, KPIs, and SLAs, identifying risks, investigating issues, and coordinating corrective actions.
• Strong client relationship management skills, including facilitating service discussions, managing expectations, communicating with stakeholders, and handling escalations constructively.
• Ability to coordinate multiple teams, manage competing priorities, resolve operational bottlenecks, and ensure timely delivery.
• Familiarity with case management systems, operational dashboards, reporting platforms, or similar tools.
• Strong analytical skills, including reviewing operational data, identifying discrepancies, assessing performance, and turning findings into actionable improvements.
• Experience supporting client onboarding, operational transitions, process implementation, or change management initiatives.
• Excellent organizational and time management skills, with the ability to manage multiple client requirements, deadlines, and dependencies.
• Strong written and verbal communication skills, including the ability to present operational information clearly to internal teams and external clients.
• High attention to detail, sound judgment, independence, and a proactive, solutions-oriented approach.
• Experience in immigration services, global mobility, legal operations, or professional services is preferred.
• Experience managing multiple client accounts or complex, high-volume operations is an advantage.
• Familiarity with immigration case management processes, client reporting requirements, and service performance metrics is desirable.
• Experience facilitating client service reviews or quarterly business reviews is beneficial.
• Proficiency in Microsoft Excel, Power BI, Alteryx, or similar reporting and analytics tools is an asset.
• Experience with process automation, workflow optimization, or operational transformation is preferred.

Benefits:

• Annual compensation range of $70,000–$105,000.
• Regular, full-time employment.
• Hybrid and remote work arrangements may be available depending on location and business needs.
• Opportunities for professional development and career growth.
• A collaborative, globally connected working environment.
• The opportunity to contribute to service innovation, operational improvement, and client experience initiatives.