Title: Chief of Client Operations(CCO)Reports to: President
Summary:
The Chief of Client Operations (CCO) leads NextAfter's Client Services team and is responsible for ensuring our clients experience strong partnership, consistent delivery, and meaningful results. This role leads the managers and team leads responsible for client work, investing in their growth and equipping them to develop high-performing teams that deliver exceptional service.
The CCO ensures the systems, processes, metrics, and collaboration needed for effective client delivery are in place and working well. By aligning the work of Account Teams, Research, Data, and Dev/Tech, this role enables coordinated execution and helps ensure every client engagement reflects the standards and mission of NextAfter.
Essential Duties and ResponsibilitiesLeadership, Management, Accountability- Invest in the growth and development of Client Services managers and team leads.
- Foster a culture of learning, collaboration, and operational excellence.
- Equip leaders to solve problems effectively and elevate team performance.
- Encourage the adoption of practices that improve delivery across all client-facing functions.
Drive Client Success and Engagement Management
- Monitor client health, satisfaction, and engagement trends.
- Intervene proactively when client relationships require attention.
- Oversee all client contracting to ensure clear scope, staffing, and service expectations.
- Serve as an executive-level point of contact for select strategic or complex accounts.
- Build trust with senior client stakeholders.
Integrate Client Services- Provide operational leadership for the entire Client Services department, including Account Teams, Research, Data, and Dev/Tech.
- Ensure collaboration and shared problem-solving across all functions.
- Promote coordinated execution and effective delivery across client-facing teams.
Strengthen Systems and Processes - Develop and refine operational systems, workflows, and tools that support Client Services.
- Document and maintain processes that enable efficiency and clarity.
- Ensure consistent delivery across all client-facing teams.
Serve on the Executive Leadership Team- Actively contribute as a member of the Executive Leadership Team.
- Work closely with the CEO, COO, and fellow executives.
- Align Client Services operations with NextAfter's mission, strategic priorities, and organizational well-being.
General- Provide leadership and operational support for Client Services-related responsibilities at the annual NIO Conference.
- Perform additional responsibilities as required to support the organization's mission and operational health.
Qualifications and Skills- Strong leadership skills and proven track record of building, managing teams
- Ability to effectively build and manage operations, metrics, and quality standards
- Strong communication skills both written and verbal
- EOS competence strongly preferred
Education and Experience - Bachelor's Degree preferred
- Previous experience leading teams with successful outcomes
- Minimum 10 years fundraising experience
Full-Time
Salary Range: $210,000 - 230,000
