Manager, Client Experience

Jobtailor

Cape Town

On-site

ZAR 950,000 - 1,300,000

Full time

11 days ago

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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

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

Requirements

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
Familiarity with Google Suite of Services, including Gmail, Drive, Sheets, Slides, and Docs
Experience with HubSpot is a plus
Lean Six Sigma knowledge and/or certification is a plus
Analytical and critical thinking with strong attention to detail
Client satisfaction focus
Proactive and self-motivated approach
Ability to manage conflict and redirect differences toward a common goal

Core Competencies

Demonstrates expertise in client relationship management, operational performance oversight, and team leadership. Proficient in data analysis and reporting, with a focus on achieving client KPIs and driving process improvements.

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