Senior Manager, Client Operations & Customer Experience

Flagger Force; Hummelstown (Dauphin County); On-site; USD 110,000 - 150,000; Full time

Job summary

Flagger Force is seeking a Senior Operations Manager to guide client-facing operations and elevate service excellence. This role reports to the VP of Operations and demands hands-on leadership to foster frontline performance, accountability, and scalable processes across the customer journey.

The ideal candidate brings extensive client operations and contact center experience, strong instincts, and a track record of building high-performing teams and leaders.

Qualifications

• Bachelor's degree or equivalent with leadership experience.
• 8+ years in client operations or similar roles.
• 5+ years leading managers/teams.
• Experience supporting a 24/7 service environment.
• Proven ability to drive customer experience improvements.

Responsibilities

• Lead and develop managers and supervisors with succession plans.
• Champion a customer-first operating culture across Client Operations.
• Translate strategy into clear operating plans and KPIs.
• Oversee forecasting, staffing, scheduling, and coverage.
• Lead continuous improvement using Lean/Six Sigma.
• Build leadership bench and develop talent pipelines.

Skills

Leadership experience

Contact center operations

Forecasting

Data-driven decisions

Process improvement

Cross-functional collaboration

Executive communication

Education

Bachelor's degree or equivalent

Tools

Lean

Six Sigma

Workforce management tools

Job description

Flagger Force is seeking a Senior Operations Manager to guide client-facing operations and elevate service excellence. This role reports to the VP of Operations and demands hands-on leadership to foster frontline performance, accountability, and scalable processes across the customer journey.

The ideal candidate brings extensive client operations and contact center experience, strong instincts, and a track record of building high-performing teams and leaders.