Senior Manager, Client Operations & Experience

Flagger-Force-Traffic-Control-Service; Hummelstown (Dauphin County); On-site; USD 120,000 - 180,000; Full time

Job summary

Flagger Force, an industry leader in traffic control, is seeking a Senior Manager, Customer Support to lead Client Operations and deliver exceptional service. This hands-on role requires building high-performing teams, aligning staffing with demand, and driving continuous improvement across contact channels while staying close to frontline work.

Reporting to the Vice President of Operations, you will translate strategy into operating plans, own key KPIs, and partner with internal and external

Qualifications

• Bachelor's degree or equivalent combination of education and relevant leadership experienc
• 8+ years of progressive experience in client operations, customer operations, contact center operations, or a comparable service environment
• 5+ years of people leadership experience with responsibility for managers and/or multi-layer operational teams
• Experience supporting a 24/7 or similarly demanding service environment preferred.

Responsibilities

• Lead, coach, and develop managers and supervisors; establish clear expectations, accountability, and succession plans.
• Build leadership capability in critical thinking, decision-making, communication, change management, conflict resolution, and business acumen.
• Conduct regular 1:1 meetings with direct reports and participate in skip-level meetings to assess engagement, performance, and organizational effectiveness.
• Evaluate organizational structure, staffing capacity, and talent needs; recommend changes to support business growth and operational scalability.
• Promote a culture of continuous improvement, collaboration, accountability, safety, and client service.
• Champion a customer-first operating culture across Client Operations.
• Develop a deep understanding of the client journey, including friction points and service improvements.
• Stay close to the customer experience through review of calls, cases, complaints, escalations, and feedback.
• Identify recurring customer issues and ensure root causes are addressed rather than repeatedly solving the same problems.
• Ensure client expectations, service commitments, and service standards are consistently achieved.
• Build strong relationships with key internal and external stakeholders and serve as a trusted operational partner.
• Take ownership of significant client and customer escalations and ensure issues are resolved quickly and effectively.
• Translate the Vice President of Operations' strategy into operating plans and measurable results.
• Own operational performance across key metrics including service levels, customer satisfaction, quality, productivity, response times, staffing, and other critical KPIs.
• Establish disciplined management routines including daily operating reviews, performance scorecards, escalation protocols, and regular business reviews.
• Ensure appropriate staffing, leadership coverage, and management structure to support the needs of the operation.
• Identify operational risks early and take action before they impact clients or customers.
• Lead the operational response to significant service disruptions and critical incidents.
• Conduct disciplined post-mortems and ensure lessons learned translate into sustainable operational improvements.
• Provide leadership and oversight for internal contact center operations with accountability for service, quality, productivity, and customer experience.
• Ensure forecasting, staffing, scheduling, and coverage align with anticipated customer demand.
• Ensure effective quality assurance, coaching, training, and performance management processes are in place.
• Use operational data to distinguish between workforce, process, quality, training, technology, and leadership issues and implement the appropriate solutions.
• Establish and monitor meaningful service-level and performance metrics.
• Continuously evaluate contact center performance against internal expectations and relevant industry benchmarks.
• Develop scalable operating practices capable of supporting continued growth without sacrificing the customer experience.
• Build continuous improvement into the daily operating rhythm of Client Operations.
• Develop, document, and implement SOPs and standardized operating practices that create a scalable operational foundation and drive consistent execution across functional teams
• Use data, customer feedback, quality results, and frontline observations to identify problems and opportunities.
• Lead root-cause analysis and corrective action efforts for recurring operational issues.
• Apply Lean, Six Sigma, or similar continuous improvement methodologies where appropriate.
• Build closed-loop processes connecting customer feedback, quality assurance, coaching, training, SOPs, technology, and performance management.
• Identify opportunities to simplify processes, eliminate unnecessary work, improve technology utilization, and increase operational scalability.
• Establish measurable improvement goals and ensure initiatives deliver sustainable results.
• Partner cross-functionally to identify and implement technology and process improvements that enhance both the customer and employee experience.

Skills

Leadership

Client operations

Contact center

Forecasting

Quality assurance

Data analysis

Change management

Escalations

Education

Bachelor's degree

Job description

Flagger Force, an industry leader in traffic control, is seeking a Senior Manager, Customer Support to lead Client Operations and deliver exceptional service. This hands-on role requires building high-performing teams, aligning staffing with demand, and driving continuous improvement across contact channels while staying close to frontline work.

Reporting to the Vice President of Operations, you will translate strategy into operating plans, own key KPIs, and partner with internal and external