Client Experience & Operations Manager

Ernest; Commerce (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Ernest is seeking a Client Coordinator Manager to lead the customer service department and develop the Client Coordinator team. The role works closely with Client Relationship Managers to ensure timely, accurate client support and strong cross-department collaboration.

The manager will oversee daily operations, coach staff, and implement processes that improve workflow, communication, and client satisfaction across the organization.

Qualifications

• Bachelor’s degree from an accredited university and at least two years of customer service management experience, or an equivalent combination of education, training, and experience.
• Demonstrated knowledge of call center operations, customer service department structure, and effective team organization.
• Working knowledge of customer relationship management systems.
• Thorough knowledge of outbound calling techniques and customer service measures of success.
• Demonstrated ability to communicate effectively, both verbally and in writing.
• Background in distribution methods, process improvement programs, and procedures.

Responsibilities

• Oversee the daily workflow, performance, and service standards of the Client Coordinator team.
• Ensure customer orders, requests, account information, and related documentation are handled accurately and within established timelines.
• Monitor workloads and assign or redistribute responsibilities to maintain appropriate coverage and timely client service.
• Partner with Client Relationship Managers to establish effective working relationships with assigned Client Coordinators and ensure priority management.
• Serve as the escalation point for complex customer concerns and service issues requiring management involvement.
• Promote clear communication and coordination among Client Coordinators, CRM, purchasing, operations, and delivery teams.
• Establish consistent processes and expectations for Client Coordinators’ account support.
• Monitor quality and accuracy of work and provide coaching for improvement.
• Train and develop Client Coordinators on systems, procedures, and service expectations.
• Identify opportunities to improve workflow and client experience.

Skills

Leadership

Communication

Customer service

Team management

Education

Bachelor’s degree

Tools

CRM software

Call center software

Job description

Ernest is seeking a Client Coordinator Manager to lead the customer service department and develop the Client Coordinator team. The role works closely with Client Relationship Managers to ensure timely, accurate client support and strong cross-department collaboration.

The manager will oversee daily operations, coach staff, and implement processes that improve workflow, communication, and client satisfaction across the organization.