The Enterprise Account Director at Opensity Solutions is responsible for developing and executing account-specific business strategies to drive profitability, client satisfaction, and operational excellence across enterprise accounts. This role serves as the primary escalation point for clients, provides leadership to account teams, and ensures the delivery of optimized, cost-effective solutions through continuous improvement and innovation. The position typically reports to a senior operations or client services leader and is classified as exempt. ROLES & RESPONSIBILITIES:- Develop and execute strategic account plans to achieve revenue growth, profitability targets, and long-term client retention.
- Serve as the primary escalation point for enterprise clients, ensuring timely resolution of issues and high levels of client satisfaction.
- Provide leadership, guidance, and mentorship to Enterprise Operations Managers and account teams.
- Drive operational excellence by implementing efficient service delivery models and optimizing cost-to-serve.
- Build and maintain strong relationships with key client stakeholders across multiple locations.
- Conduct regular client meetings, including monthly touchpoints and strategic business reviews.
- Perform site visits and assessments to evaluate performance and identify opportunities for improvement and expansion.
- Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs) to ensure consistent execution.
- Lead continuous improvement initiatives, leveraging technology and process optimization to enhance service delivery.
- Develop, implement, and maintain standard operating procedures (SOPs) to ensure consistency and quality.
- Design and lead training initiatives to improve team performance and operational effectiveness.
- Conduct client and end-user satisfaction surveys and implement improvements based on feedback.
- Collaborate with internal resources to deliver innovative, proactive solutions aligned with industry trends.
KNOWLEDGE, SKILLS & ATTRIBUTES: - Strong leadership and account management skills with the ability to drive performance across multiple sites.
- Deep understanding of business process outsourcing (BPO) operations and client service delivery models.
- Proven ability to manage profit and loss (P&L) responsibilities and achieve financial targets.
- Excellent communication, negotiation, and relationship-building skills with senior stakeholders.
- Strategic thinking with the ability to identify opportunities for growth and operational improvement.
- Strong analytical skills with experience using KPIs and SLAs to manage performance.
- High level of professionalism, integrity, and ethical standards.
- Ability to manage complex client environments with diplomacy, patience, and sound judgment.
- Proficiency in Microsoft Office and general business systems.
- Customer-focused mindset with a commitment to service excellence and continuous improvement.
QUALIFICATIONS: Education: Bachelor's degree in Business Administration, Management, or a related field, or equivalent experience.
Experience: Minimum of 5 years of experience in the business process outsourcing (BPO) industry, including at least 2 years in a management role with significant profit and loss responsibility. Experience managing multi-site and multi-client operations is required.
Technical Skills: Proficiency in Microsoft Office Suite and familiarity with office technologies, production environments, and operational systems. Ability to analyze performance metrics and generate business insights.
The Compensation range for this role is 130,000 to 160,000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be highly dependent upon the individual's location, skills, experience and qualifications.
All eligible employees receive access to a comprehensive benefits package, including:Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Paid Time Off (PTO)
