Head of Client Service Operations & Scale

Proof Technology; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Phone stipend

Internet stipend

Flexible time off

Fully remote

Equipment provided

Job summary

Proof Technology is seeking a Senior Operations Manager to lead the Operations function from the Southfield, MI office. You will own the operating model, ensure SLA adherence, and guide 3–5 Operations Managers.

The role focuses on scalable design, decision-making processes, and executive sponsorship for enterprise clients. You will build capacity, drive improvements in quality, cost, and retention, and establish a robust metrics framework with clear escalation paths.

Qualifications

• 7+ years of operations experience, including 2+ years managing managers.
• Bachelor’s degree in Business, Operations, or related field.
• Lean/Six Sigma certification a plus.

Responsibilities

• Own SLA, quality, productivity, cost, and retention across all teams serving clients in the Western territory.
• Design the service model (tiering, response standards, escalation) and deliver against it at scale; sponsor for enterprise clients.
• Identify and prioritize high-leverage operational problems; diagnose systemic issues and drive multi-quarter solutions.
• Anticipate second- and third-order effects of change and drive preventive initiatives.
• Build capacity without proportional investment; decide what to build internally vs. source from Product or vendors.
• Own the QA framework across teams: escape rate, audit posture, defect rate, billing accuracy.
• Build an operations function resilient to growth, M&A, regulatory change, and pivots while maintaining SLAs.
• Own the Operations metrics framework and executive reporting.

Skills

KPIs ownership

People leadership

Executive communication

Analytical thinking

Change management

Service delivery experience

Education

Bachelor’s degree in Business/Operations

Lean/Six Sigma certification (plus)

Job description

Proof Technology is seeking a Senior Operations Manager to lead the Operations function from the Southfield, MI office. You will own the operating model, ensure SLA adherence, and guide 3–5 Operations Managers.

The role focuses on scalable design, decision-making processes, and executive sponsorship for enterprise clients. You will build capacity, drive improvements in quality, cost, and retention, and establish a robust metrics framework with clear escalation paths.