Position Summary:

We are seeking an experienced, hospitality-driven Client Relationship Manager to oversee client relationships, lead multi-site operations, and ensure consistent, high-quality service delivery across three client locations in Harrisburg, Philadelphia, and Pittsburgh. This role is responsible for managing a team of 7 direct reports, supporting business objectives, and maintaining strong client partnerships within a fast-paced corporate environment.

We're looking for someone with a strong hospitality or workplace services background and a proven track record of operational leadership. The ideal candidate has experience managing complex operations, improving processes, driving operational efficiency, and delivering exceptional client service while maintaining the highest professional standards. This is a hands-on leadership role requiring someone who is adaptable, resilient, and willing to step in wherever needed to support both the client and the team.

As our client continues to navigate organizational change, we're seeking a leader who understands corporate structure, chain of command, and executive-level professionalism. The successful candidate will be comfortable leading through ambiguity, building credibility with stakeholders, managing change effectively, and helping teams adapt to evolving processes and expectations.

Roles & Responsibilities

• Serve as the primary point of contact for client relationships, managing requests, inquiries, escalations, and daily operational needs.
• Build and maintain strong client partnerships through proactive communication, responsiveness, and exceptional service delivery.
• Lead daily operations across three client locations, ensuring consistent service standards and operational excellence.
• Manage, coach, develop, and mentor a team of 7 direct reports, fostering accountability, engagement, and continuous improvement.
• Support hiring, onboarding, training, performance management, and employee engagement initiatives.
• Partner with internal leadership and Human Resources to address employee-related matters and support retention efforts.
• Develop, document, implement, and continuously improve operational processes, procedures, playbooks, and best practices.
• Monitor key performance metrics and service levels, identifying opportunities to improve efficiency, productivity, and the overall client experience.
• Participate in leadership meetings, providing updates on operational performance, business priorities, challenges, and opportunities.
• Conduct regular site walkthroughs to ensure facilities are maintained to the highest standards of professionalism, functionality, and appearance.
• Address client concerns, service requests, and operational issues promptly while ensuring timely resolution and follow-up.
• Oversee conference room operations, meeting support, scheduling coordination, and workspace readiness.
• Support mail, print, and office services operations as needed, ensuring accuracy, quality, and timely execution.
• Assist with project coordination by tracking timelines, deliverables, and operational initiatives.
• Lead through organizational change by helping teams successfully adapt to new processes, expectations, and business priorities.
• Demonstrate sound judgment and professionalism while operating effectively in fast-paced, evolving, and sometimes ambiguous environments.
• Maintain a client-ready, organized, and professional workplace environment at all times.

Knowledge, Skills & Qualifications

• 3-5 years of experience in office services, hospitality, workplace operations, facilities management, or a related operational leadership environment.
• Previous leadership or supervisory experience managing teams in a corporate or hospitality environment.
• Experience overseeing multi-site operations strongly preferred.
• Strong hospitality mindset with a passion for delivering exceptional client service.
• Proven experience leading operational improvements, implementing processes, and driving efficiencies.
• Demonstrated ability to manage change, navigate ambiguity, and lead effectively under pressure.
• Strong relationship-building and stakeholder management skills with the ability to establish credibility across all levels of an organization.
• Excellent communication, organizational, and problem-solving skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Proficiency with Microsoft Office Suite and workplace technology platforms.
• Strong attention to detail, professionalism, accountability, and sound decision-making.

Compensation & Benefits

Compensation: $90,000-$95,000 annually, with eligibility for an annual bonus. Actual compensation will be based on the candidate's experience, skills, qualifications, and geographic location.

Eligible employees receive a comprehensive benefits package, including:

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid Time Off (PTO)