Job DescriptionThe
Senior Client Operations Manager plays a critical leadership role in driving the successful planning, execution, and delivery of large-scale or complex client projects. This position serves as a key point of communication between internal stakeholders and clients for project-related discussions, ensuring work is completed accurately, efficiently, and in alignment with client expectations. The Senior Client Operations Manager provides operational guidance to Client Operations Managers and Coordinators, acts as a subject matter expert for key systems and processes, and leads special projects that support quality execution, process improvement, and client satisfaction.
Responsibilities- Lead end-to-end planning and execution for large or complex client projects, ensuring project objectives are translated into clear deliverables and quality outcomes.
- Partner with Directors, Client Engagement Managers, internal teams, and clients to understand project goals, define requirements, and support successful execution.
- Compile and validate project materials, including store lists, target lists, product lists, billing codes, fulfillment identification numbers, and project information documents.
- Create and load projects in Axis according to established rules, guidelines, timelines, and quality standards.
- Train and support Field Support agents and internal stakeholders on project requirements, processes, and execution expectations.
- Monitor field execution, identify risks or gaps, and take proactive action to ensure work is completed accurately, on time, and in alignment with project specifications.
- Pull and analyze reporting from Axis, SSRS, and related systems to develop insights, recommendations, and performance updates for stakeholders.
- Ensure accurate and timely client invoicing by validating project billing details, resolving discrepancies, and partnering with appropriate internal teams.
- Provide day-to-day direction, coaching, and oversight to Client Operations Managers and Coordinators to support project delivery and team effectiveness.
- Serve as a subject matter expert for critical operational processes and tools, including Axis rules and guidelines, Project Based Billing, Billing Portal, Fulfillment, DCSMs, and related workflows.
- Lead special projects and continuous improvement initiatives, including execution analysis, scorecard reviews, compliance training, field communications, and Project Review Board support.
Qualifications- Proven success in client operations, retail operations, project management, or a related operational leadership role.
- Strong ability to manage large, complex projects with multiple stakeholders, competing priorities, and tight deadlines.
- Excellent verbal and written communication skills, with the ability to clearly convey project updates, expectations, risks, and recommendations.
- Demonstrated ability to build effective working relationships across all levels of the organization and collaborate with clients, field teams, and internal partners.
- Strong analytical, problem-solving, and decision-making skills with sound judgment and attention to detail.
- Consultative and collaborative leadership style with the ability to coach, guide, and influence others without direct authority.
- Ability to interpret reporting, identify trends, and recommend action steps that improve execution, quality, and client outcomes.
Performance Metrics- Scorecard metrics for project loading, QA and invoicing.
Education: Four-year college degree in a related discipline strongly preferred.
Experience: Previous experience in Client Operations, Retail Operations, Project Management, or a similar role required. Prior experience supervising or providing direction to associates strongly preferred.
Specific Skills: Proficiency in Microsoft Office applications required, including intermediate to advanced Excel skills. Experience using Axis, SSRS, billing systems, fulfillment tools, or related operational platforms preferred.
Supervisory Responsibilities: Provides indirect supervision, direction, and support to Client Operations Managers and Client Operations Coordinators.
Travel Requirements: Approximately 10% to 20% domestic travel may be required.
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