Senior Manager, Client Experience

Boldr; Toronto; On-site; CAD 110,000 - 150,000; Full time

Job summary

Boldr is seeking a Senior Manager, Client Experience to oversee high-impact accounts, ensuring excellence in service delivery and value generation. You will partner with clients and internal stakeholders to drive operational improvements, resourcing alignment, and innovative workflows.

You will mentor Senior Team Captains and manage multi-geography teams to meet SLAs and client outcomes. You will lead client strategy, analytics, and continuous improvement, staying ahead of CX trends and AI

Qualifications

• 5+ years of experience in client success, operations, or service delivery within BPO, SaaS, or data-heavy environments.
• 4+ years of direct people leadership experience, with a track record of growing and mentoring managers or team leads.
• 5+ years in a client-facing role.
• Strong understanding of Customer Support, Customer Experience and related workflows.

Responsibilities

• Serve as the senior point of contact for strategic clients.
• Build understanding of each client’s business model, goals, and what success means for them.
• Monitor KPIs and SLAs and drive business outcomes.
• Lead business reviews and strategic discussions grounded in insight and outcomes.
• Proactively surface insights to help clients improve decision-making and growth strategies.
• Support Team Captains in leading teams across geographies to deliver on service commitments.

Skills

Client success

People leadership

Strategic planning

Cross-functional collaboration

Data-driven decision making

Google Workspace

HubSpot

Zendesk

BI tools

Tools

Google Workspace

HubSpot

Zendesk

BI tools

Job description

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.

LET'S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we'll always find EMPATHY

WHAT IS YOUR ROLE

As the Senior Manager, Client Experience, you will oversee high-impact accounts focused on customer support and customer experience workflows. You will be responsible for the overall success and health of your direct client accounts, ensuring excellence in service delivery, data accuracy, and value generation. You will also be a thought partner to clients and internal stakeholders, advocating for operational improvements, resourcing alignment, and innovation in how we deliver. You will support (Senior) Team Captains in leading the teams to deliver consistently on our service commitments and SLA-agreements for the clients in your portfolio.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, Authentic, Empathetic and Excellence in Operations.

WHAT WILL YOU DO

Client Relationship & Strategy

• Serve as the senior point of contact for strategic clients.
• Build a deep understanding of each client’s business model, goals, and what success truly means for them.
• Go beyond monitoring KPIs-connect performance metrics (e.g., CSAT, data accuracy, turnaround times) to business outcomes (e.g., churn reduction, campaign effectiveness, customer retention).
• Interpret and tell the story behind the data: What do the metrics mean, and how do they inform our joint strategy?
• Partner with clients to identify opportunities for process improvement, automation, and value-added services.
• Lead business reviews and strategic discussions grounded in insight and outcomes, not just reporting.
• Proactively surface insights that help clients improve their own decision-making and growth strategies.

People & Performance Leadership

• Lead, mentor, and grow a team of (Senior) Team Captains (TCs) supporting teams across multiple geographies.
• Drive a culture of operational excellence, continuous improvement, and professional development.
  Monitor and manage client KPIs and SLAs, but place equal focus on whether we're moving the needle on outcomes that matter most to clients.
• Guide TCs in building effective team structures and nurturing high-performing team cultures.
• Support other Boldr Managers and partners through collaboration, providing constructive and candid feedback, and aligned leadership to foster a strong, unified team environment.
• Help initiate and energize internal engagement activities, including Town Halls and Spotlight Events, ensuring high participation, relevance, and engagement.
• Regularly connect with Team Members across teams, actively listening, gathering feedback, and relaying insights to your leadership team, and to relevant Boldr leaders to help inform people strategies and support Team Member success.

Operational Oversight

• Oversee service delivery operations for your Clients.
• Ensure accurate reporting and tracking of client metrics, team performance, and insights.
• Collaborate with internal stakeholders to ensure seamless service delivery.
• Proactively manage capacity, staffing, and resource planning to meet evolving client needs.
• Assist in ensuring that operational planning for events, meetings, and initiatives is executed with excellence and aligns with Boldr's standards.

Insights & Innovation

• Stay informed on CS and CX trends and best practices to help clients optimize their workflows, and to make strategic recommendations
• Stay up to date on developments in AI and its impact on clients and the outsourcing industry, in order to help Boldr and its clients optimize workflows and evolve their strategies.
• Partner with clients & internal Boldr SME's to explore opportunities for automation, tooling, and smarter workflows.
• Contribute to the evolution of Boldr's Customer Support offering by sharing client insights and surfacing service development needs.
• Identify themes and opportunities emerging from Team Member feedback and local engagement activities, and share these with leadership to help inform future initiatives and improvements.

Tools, Administration, and Reporting

• Familiarity with Google Suite of Services is a must for this role.
  • Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr
• Experience with Hubspot is a plus.
• Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations), collect feedback, and drive necessary actions to completion.

Ongoing support and knowledge sharing

• Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement
• Provides input and communication to drive Client Success improvement for all Clients, enterprise-wide

WHAT WE'LL LIKE ABOUT YOU

• You bring clarity and calm to complex, fast-paced environments.
• You're passionate about people and performance, and equally committed to partnership and strategy.
• You're excited by the idea of shaping how we support some of the world's most exciting data-driven brands.
• You don't just measure success, you define it alongside your clients and bring the numbers to life.

YOU ARE…

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

• An excellent communicator across all stakeholders
• Proactive and self-motivated
• Purposeful with a sense of urgency
• Able to manage conflict, redirect differences towards a common goal

YOU HAVE…

• 5+ years of experience in client success, operations, or service delivery. Preferably within BPO, SaaS, or data-heavy environments.
• 4+ years of direct people leadership experience, with a proven track record of growing and mentoring managers or team leads.
• 5+ years in a Client facing role
• Strong understanding of Customer Support, Customer Experience and related workflows.
• Strategic mindset with the ability to balance long-term vision with tactical execution.
• Experience managing cross-functional stakeholders and navigating complex client environments.
• Exceptional communication, presentation, and client relationship skills.
• Strong in Google Workspace (Sheets, Docs, Slides); experience with HubSpot, Zendesk, or BI tools is a plus.