Operations Leader: Client Services & SLA Excellence

SPS North America Inc.; Columbia (SC); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

Job summary

SPS North America Inc. in West Columbia, SC seeks a Client Service Manager to lead daily operations across mail services, logistics, indexing and records management. This role drives operational excellence, SLAs, and a superior client experience through hands-on leadership, staff development, and continuous improvement.

You will manage high-volume production, monitor KPIs, coach supervisors, and partner with clients and internal stakeholders to deliver outstanding service and growth.

Qualifications

• Minimum 5 years of operations leadership experience in a supervisory or management role.
• Experience managing high-volume production, mail services, logistics, records management, or BPO environments.
• Proven ability to lead, coach, and develop high-performing teams.
• Strong understanding of SLA management, quality metrics, and continuous improvement methodologies.
• Experience with performance management, conflict resolution, and team development.
• Proficiency with Microsoft Office Suite, including Excel and Power BI.

Responsibilities

• Lead daily operations of mail, logistics, indexing, imaging, and records management services.
• Provide leadership to production staff to ensure SLAs, quality standards, and contractual commitments are met.
• Manage workflow, staffing, and resource allocation to maximize productivity.
• Monitor performance metrics and drive continuous improvement initiatives.
• Lead weekly team meetings and coaching for staff development and succession planning.
• Build strong client relationships and serve as primary escalation point for service issues.

Job description

SPS North America Inc. in West Columbia, SC seeks a Client Service Manager to lead daily operations across mail services, logistics, indexing and records management. This role drives operational excellence, SLAs, and a superior client experience through hands-on leadership, staff development, and continuous improvement.

You will manage high-volume production, monitor KPIs, coach supervisors, and partner with clients and internal stakeholders to deliver outstanding service and growth.