Position Title: Client Operations Manager
Reporting To: Senior Client Operations Manager
Location: Chapel Hill, NC; Minneapolis, MN; Boston, MA (Newton Office); New York, NY
Compensation: Client Operations Manager ($110,000-$135,000) depending on qualifications, plus bonus potential and benefits.
Summary: The Client Operations Manager at Well plays a crucial role in managing client relationships and overseeing day-to-day operations related to client accounts. This position requires building and maintaining strong relationships with clients, ensuring high-quality service delivery, and driving operational efficiency throughout the lifecycle of the account. The Client Operations Manager will collaborate with internal teams to address client needs, resolve issues, implement process improvements, ensure alignment across departments, and optimize client experiences.
Key Responsibilities:- Client Relationship Management: Build and maintain strong, long-term relationships with a portfolio of clients, acting as a primary point of contact for operational matters. Understand client needs, address concerns, and ensure consistent, high-quality service delivery.
- Operational Oversight: Oversee the day-to-day operations related to client accounts, including project execution, service delivery, and adherence to agreed-upon processes and timelines.
- Process Improvement: Identify areas for operational improvement and efficiency within client-facing processes. Develop and implement initiatives to streamline workflows, enhance service quality, and reduce operational bottlenecks.
- Issue Resolution: Proactively identify and resolve operational issues and escalate client concerns in a timely and effective manner. Coordinate with internal teams to troubleshoot problems and implement corrective actions.
- Internal Coordination: Collaborate closely with various internal departments, including Technology teams, Product Managers, Client Services, Sales, and as well as other stakeholders to ensure alignment and seamless client experiences.
- Risk Management: Identify potential risks related to client operations and implement strategies to mitigate them.
Requirements- 5-7 years experience within a technology delivery environment
- Experience working with clients
- Healthcare experience (preferred)
- Excellent communication, interpersonal, and relationship-building skills.
- Proven analytical and sound decision making skills
- Proven history of delivering projects on time
- Initiative and ability to produce value with limited direction
- Excellent organizational and time management skills; ability to multitask and prioritize
