Manager, Client Experience

Jobtailor; Mérida; Presencial; MXN 600.000 - 840.000; Jornada completa

Descripción de la vacante

Boldr is seeking an experienced Client Success Lead to manage global client relationships, empower Team Captains, and ensure operational excellence across daily operations.

You will collaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations, drive KPI achievement, develop process improvements, and lead quarterly business reviews with senior leadership.

Formación

• 3+ years in a client-facing role such as Operations Manager.
• 3+ years’ knowledge of BPO, staffing, technology, or other business services industries.
• 3+ years of people management experience.
• Ability to manipulate Excel or Google Sheets for reporting.
• Ability to create dashboards and provide stakeholder visibility.
• Lean Six Sigma knowledge and/or certification is a plus.
• Excellent communication and problem-solving skills.

Responsabilidades

• Maintain and nurture Boldr’s client relationships.
• Develop and empower Team Captains to succeed.
• Take accountability for client and team success, quality, operational performance, and commitments.
• Foster a healthy working environment and represent Boldr to Clients and internal departments.
• Manage global teams and oversee daily operations.
• Handle day-to-day client communication, performance reporting, training, and escalation management.
• Develop and maintain relationships with client and internal stakeholders.
• Review operational performance with client stakeholders and Boldr leadership.
• Collaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations.
• Resolve basic to complex inquiries and concerns accurately and promptly.
• Create and manage MSAs and SLAs.
• Monitor SLA compliance and Client KPI achievement.
• Conduct root cause analysis and execute plans to meet KPIs.
• Maintain documentation and identify process improvements.
• Facilitate Client Business Reviews with the SBU Head.
• Identify business growth opportunities within client organizations.
• Update HubSpot deal cards and ensure items are invoiced.
• Follow up on invoicing, pricing discrepancies, and billing issues.
• Supervise, develop, coach, and performance-manage Team Captains.
• Support client calls, team huddles, and coaching sessions as needed.
• Provide constructive feedback and foster continuous improvement.

Conocimientos

Client Relationship Management

People Management

Operational Performance Oversight

Data Analysis

Public Speaking

Active Listening

Root Cause Analysis

Educación

Lean Six Sigma Certification

Herramientas

Google Sheets

Excel

HubSpot

Descripción del empleo

• Maintain and nurture Boldr’s Client relationships
• Develop and empower Team Captains to succeed
• Take accountability for Client and team success, quality, operational performance, and commitments
• Foster a healthy working environment and represent Boldr to Clients and internal departments
• Manage global teams and oversee daily operations
• Handle day-to-day Client communication, performance reporting, training, and escalation management
• Develop and maintain relationships with Client and internal stakeholders
• Review operational performance with Client stakeholders and Boldr leadership
• Collaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations
• Resolve basic to complex inquiries and concerns accurately and promptly
• Create and manage MSAs and SLAs
• Manage Team Captains and monitor SLA compliance and Client KPI achievement
• Conduct root cause analysis and execute plans to meet KPIs
• Maintain documentation and identify process improvements
• Facilitate Client Business Reviews with the SBU Head
• Identify business growth opportunities within Client organizations
• Update HubSpot deal cards and ensure items are invoiced
• Follow up on invoicing, pricing discrepancies, and billing issues
• Supervise, develop, coach, and performance-manage Team Captains
• Support Client calls, team huddles, and coaching sessions as needed
• Create development plans and conduct progressive counseling when necessary
• Provide constructive feedback and foster continuous improvement
• Promote Boldr culture and organizational values
• Support employee career growth and match capabilities to organizational needs
• Act as escalation point for Team Captains and Senior Team Captains
• Monitor internal and external KPIs and ensure operational excellence
• Hold local operations managers accountable for SLA adherence
• Maintain Client schedules and drive actions to completion
• Coordinate training and best practices for tools and processes
• Onboard new hires
• Gather feedback and drive enterprise-wide Client Success improvements

Requirements

• 3+ years in a client-facing role, such as Operations Manager
• 3+ years’ knowledge of BPO, staffing, technology, or other business services industries
• 3+ years of people management experience
• Ability to manipulate Excel or Google Sheets for reporting
• Ability to create dashboards and provide stakeholder visibility
• Ability to identify root causes and design and execute action plans
• Ability to listen actively, ask appropriate questions, and avoid interruptions
• Ability to maintain open dialogue with external and internal Client partners
• Ability to read, research, and draft letters, emails, and documents
• Ability to identify complex problems, evaluate options, and implement solutions
• Public speaking and presentation delivery skills
• Familiarity with Google Suite of Services is a must, including Gmail, Drive, Sheets, Slides, and Docs
• Experience with HubSpot is a plus
• Lean Six Sigma knowledge and/or certification is a plus
• Analytical and critical thinking with strong attention to detail
• Client satisfaction focus
• Proactive, self-motivated, adaptable, and responsive
• Servant leadership and ability to manage conflict
• Ability to perform and delegate appropriately

Core Competencies

Demonstrates strong client relationship management and operational performance oversight, with a focus on team development and accountability. Proficient in data analysis, reporting, and process improvement to drive client satisfaction and business growth.

Highest-signal resume keywords

• Client Relationship Management
• People Management
• Operational Performance Oversight
• Data Analysis and Reporting
• Lean Six Sigma Knowledge

ATS Optimization Keywords

Hard Skills

• Excel
• Google Sheets
• Dashboard Creation
• Root Cause Analysis
• Performance Reporting
• Process Improvement
• Client KPI Achievement
• Documentation Maintenance
• Invoicing Management
• Business Growth Identification

Soft Skills

• Active Listening
• Public Speaking
• Conflict Management
• Coaching and Development
• Proactive Adaptability

Certifications & Qualifications

• Lean Six Sigma Certification

Industry Keywords

• BPO
• Staffing
• Technology
• Business Services
• Client Success

Tools & Technologies

• Google Suite
• HubSpot