Senior Manager, Client Operations & Customer Experience

Flagger Force, LLC; Hummelstown (Dauphin County); On-site; USD 110,000 - 170,000; Full time

Job summary

Flagger Force, LLC is seeking a Senior Manager of Operations to lead Client Operations and achieve superior client and customer experiences. The role reports to the VP of Operations and emphasizes frontline leadership, scalable processes, and continuous improvement across service channels.

The ideal candidate brings extensive client operations and contact center experience, strong operational instincts, and a proven ability to build high-performing teams and leaders who will elevate the

Qualifications

• 8+ years of progressive experience in client operations or contact center.
• 5+ years of people leadership overseeing managers.
• Experience supporting a 24/7 or demanding service environment preferred.

Responsibilities

• Lead and develop managers and supervisors; ensure accountability and succession.
• Improve client and customer experience across all touchpoints.
• Drive performance across service levels, quality, and KPIs.
• Manage staffing, scheduling, and workforce capacity.
• Lead continuous improvement using Lean/Six Sigma.

Skills

Leadership

Operations management

Customer experience

Communication

Data analysis

Education

Bachelor's degree

Tools

Lean Six Sigma

Workforce management

Job description

Flagger Force, LLC is seeking a Senior Manager of Operations to lead Client Operations and achieve superior client and customer experiences. The role reports to the VP of Operations and emphasizes frontline leadership, scalable processes, and continuous improvement across service channels.

The ideal candidate brings extensive client operations and contact center experience, strong operational instincts, and a proven ability to build high-performing teams and leaders who will elevate the