Manager, Client Experience

Jobtailor

Pasig

On-site

PHP 720,000 - 1,440,000

Full time

9 days ago

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Job summary

Boldr is seeking an experienced Operations Manager to lead Client relationships and Team Captains in our Pasig, Philippines office. You will own client success, drive performance, and coach teams to achieve KPIs with a focus on operational excellence.

Collaborate across functions to manage contracts, reporting, and continuous improvement, while fostering Boldr’s culture. Create dashboards, monitor SLAs/KPIs, perform root-cause analysis, and coordinate training to ensure high-quality service and

Qualifications

3+ years in a client-facing role such as Operations Manager.
3+ years of knowledge of BPO, staffing, technology, or other business service 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.

Responsibilities

Maintain and nurture Boldr’s Client relationships and develop and empower Team Captains
Take full accountability for the success of assigned Clients and teams, ensuring commitments and quality standards are met
Foster a healthy working environment and represent Boldr to Clients and internal departments
Manage global teams and monitor operational performance
Handle day-to-day Client communication, performance reporting, training, and escalation management
Develop and maintain relationships with Clients 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 timely
Create and manage Client contracts, including MSAs and SLAs
Manage Team Captains and monitor SLA compliance and Client KPI achievement
Conduct root cause analysis and execute plans to meet KPIs
Facilitate Client Business Reviews and organize review preparation
Identify and develop business growth opportunities within Client organizations
Update HubSpot deal cards and follow up on invoicing, pricing discrepancies, and billing issues
Supervise, coach, and develop Team Captains through guidance and performance management
Join Client calls, team huddles, and coaching sessions as needed
Create development plans and provide progressive counseling when necessary
Promote continuous improvement and maintain Boldr culture and organizational values
Monitor internal and external KPIs and ensure Operational Excellence
Maintain Client schedules, collect feedback, and drive actions to completion
Coordinate training, best practices, and onboarding for new hires
Share knowledge and provide input to improve Client Success enterprise-wide

Skills

Client Relationship Management

People Management

Operational Performance Monitoring

Dashboard Creation

Root Cause Analysis

Analytical Thinking

Excel/Google Sheets Proficiency

Public Speaking

Problem Solving

Education

Lean Six Sigma Certification

Tools

HubSpot

Google Suite

MSA

SLA

Job description

Maintain and nurture Boldr’s Client relationships and develop and empower Team Captains
Take full accountability for the success of assigned Clients and teams, ensuring commitments and quality standards are met
Foster a healthy working environment and represent Boldr to Clients and internal departments
Manage global teams and monitor operational performance
Handle day-to-day Client communication, performance reporting, training, and escalation management
Develop and maintain relationships with Clients 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 timely
Create and manage Client contracts, including MSAs and SLAs
Manage Team Captains and monitor SLA compliance and Client KPI achievement
Conduct root cause analysis and execute plans to meet KPIs
Facilitate Client Business Reviews and organize review preparation
Identify and develop business growth opportunities within Client organizations
Update HubSpot deal cards and follow up on invoicing, pricing discrepancies, and billing issues
Supervise, coach, and develop Team Captains through guidance and performance management
Join Client calls, team huddles, and coaching sessions as needed
Create development plans and provide progressive counseling when necessary
Promote continuous improvement and maintain Boldr culture and organizational values
Monitor internal and external KPIs and ensure Operational Excellence
Maintain Client schedules, collect feedback, and drive actions to completion
Coordinate training, best practices, and onboarding for new hires
Share knowledge and provide input to improve Client Success enterprise-wide

Requirements

3+ years in a client-facing role, such as Operations Manager
3+ years of knowledge of BPO, staffing, technology, or other business service 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 attentively, ask appropriate questions, and avoid interrupting
Ability to maintain open dialogue with external and internal Client partners in positive and negative situations
Ability to read, research, and draft letters, emails, and documents
Ability to identify complex problems, evaluate options, and implement solutions
Ability to speak publicly and deliver presentations to individuals and groups
Ability to cope effectively with losses or rejections and learn from past experiences
Analytical and critical-thinking ability with strong attention to detail
Passion for client satisfaction
Proactive, self-motivated, responsive, and purposeful with a sense of urgency
Ability to manage conflict and redirect differences toward a common goal
Familiarity with Google Suite of Services, including Gmail, Drive, Sheets, Slides, and Docs
Experience with HubSpot is a plus
Lean Six Sigma knowledge and/or certification is a plus

Core Competencies

Demonstrates strong client relationship management and team leadership capabilities, with a focus on operational excellence and performance monitoring. Proficient in data analysis and reporting, ensuring client satisfaction and continuous improvement.

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