Client Experience & Operations Lead

Jobtailor; Cape Town; On-site; ZAR 950,000 - 1,300,000; Full time

Job summary

Jobtailor is seeking an experienced Operations Manager to lead client relationships and drive operational excellence in a fast-paced services environment. You will coach Team Captains, oversee performance reporting, and manage service level agreements with key stakeholders.

The role emphasizes root-cause analysis, dashboard creation, and proactive problem solving to ensure client success and growth opportunities.

Qualifications

• 3+ years in a client-facing role, such as Operations Manager.
• 3+ years of knowledge of BPO, staffing, technology, or other business service industries.
• 3+ years of people management experience.
• Ability to manipulate Excel or Google Sheets for reporting.
• Ability to create dashboards and provide stakeholder visibility.
• Ability to identify root causes and design and execute action plans.
• Ability to listen, understand, and ask appropriate questions.
• Ability to maintain open dialogue with external and internal client partners.
• Ability to read, research, and draft letters, emails, and documents.
• Ability to identify complex problems, evaluate options, and implement solutions
• Ability to speak in public settings and deliver presentations.

Responsibilities

• Maintain and nurture Boldr's client relationships
• Develop and empower Team Captains
• Take accountability for client and team success, quality, and operational performance
• Manage daily client communication, performance reporting, training, and escalations
• Execute operational performance reviews with client stakeholders and Boldr leadership
• Collaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations
• Resolve basic to complex client inquiries and concerns
• Create and manage MSAs and SLAs
• Manage Team Captains and monitor SLA compliance and client KPI achievement
• Perform root cause analysis and execute plans to meet KPIs
• Maintain client documentation and identify process improvements
• Facilitate Client Business Reviews and organize review materials
• Develop client relationships to identify business growth opportunities
• Update HubSpot deal cards and follow up on invoicing and billing issues
• Supervise, coach, and develop Team Captains
• Act as an escalation point for Team Captains and Senior Team Captains
• Monitor internal and external KPIs and ensure operational excellence
• Maintain client schedules and drive actions to completion
• Coordinate training and onboard new hires
• Gather feedback and drive enterprise-wide client success improvements

Skills

Client Relationship Management

People Management

Operational Performance Review

Root Cause Analysis

Lean Six Sigma Certification

Public Speaking

Analytical Thinking

Problem Solving

Effective Communication

Conflict Management

Education

Lean Six Sigma Certification

Tools

HubSpot

Google Suite

Excel

Google Sheets

Job description

Jobtailor is seeking an experienced Operations Manager to lead client relationships and drive operational excellence in a fast-paced services environment. You will coach Team Captains, oversee performance reporting, and manage service level agreements with key stakeholders.

The role emphasizes root-cause analysis, dashboard creation, and proactive problem solving to ensure client success and growth opportunities.