Maintain and nurture Boldr’s Client relationships

Develop and empower Team Captains to succeed

Take accountability for Client and team success, quality, operational performance, and commitments

Foster a healthy working environment and represent Boldr to Clients and internal departments

Manage general teams and oversee daily operations

Handle day-to-day Client communication, performance reporting, training, and escalation management

Develop and maintain relationships with Client and internal stakeholders

Review operational performance with Client stakeholders and Boldr leadership

Collaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations

Resolve basic to complex inquiries and concerns accurately and promptly

Create and manage MSAs and SLAs

Manage Team Captains and monitor SLA compliance and Client KPI achievement

Conduct root cause analysis and execute plans to meet KPIs

Maintain documentation and identify process improvements

Facilitate Client Business Reviews with the SBU Head

Identify business growth opportunities within Client organizations

Update HubSpot deal cards and ensure items are invoiced

Follow up on invoicing, pricing discrepancies, and billing issues

Supervise, develop, coach, and performance-manage Team Captains

Support Client calls, team huddles, and coaching sessions as needed

Create development plans and conduct progressive counseling when necessary

Provide constructive feedback and foster continuous improvement

Promote Boldr culture and organizational values





Support employee career growth and match capabilities to organizational needs

Act as escalation point for Team Captains and Senior Team Captains

Monitor internal and external KPIs and ensure operational excellence

Hold local operations managers accountable for SLA adherence

Maintain Client schedules and drive actions to completion

Coordinate training and best practices for tools and processes

Onboard new hires

Gather feedback and drive enterprise-wide Client Success improvements

Requirements

3+ years in a client-facing role, such as Operations Manager

3+ years’ knowledge of BPO, staffing, technology, or other business services industries

3+ years of people management experience

Ability to manipulate Excel or Google Sheets for reporting

Ability to create dashboards and provide stakeholder visibility

Ability to identify root causes and design and execute action plans

Ability to listen actively, ask appropriate questions, and avoid interruptions

Ability to maintain open dialogue with external and internal Client partners

Ability to read, research, and draft letters, emails, and documents

Ability to identify complex problems, evaluate options, and implement solutions

Public speaking and presentation delivery skills





Familiarity with Google Suite of Services is a must, including Gmail, Drive, Sheets, Slides, and Docs

Experience with HubSpot is a plus

Lean Six Sigma knowledge and/or certification is a plus

Analytical and critical thinking with strong attention to detail

Client satisfaction focus

Proactive, self-motivated, adaptable, and responsive

Servant leadership and ability to manage conflict

Ability to perform and delegate appropriately

Core Competencies

Demonstrates strong client relationship management and operational performance oversight, with a focus on team development and accountability. Proficient in data analysis, reporting, and process improvement to drive client satisfaction and business growth.

Highest-signal resume keywords

Client Relationship Management

People Management

Operational Performance Oversight

Data Analysis and Reporting

Lean Six Sigma Knowledge

ATS Optimization Keywords

Hard Skills

Excel

Google Sheets

Dashboard Creation

Root Cause Analysis

Performance Reporting

Process Improvement

Client KPI Achievement

Documentation Maintenance

Invoicing Management

Business Growth Identification

Soft Skills

Active Listening

Public Speaking

Conflict Management

Coaching and Development

Proactive Adaptability

Certifications & Qualifications

Lean Six Sigma Certification

Industry Keywords

BPO

Staffing

Technology

Business Services

Client Success

Tools & Technologies

Google Suite

HubSpot

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📌 Manager, Client Experience (Sinaloa)
🏢 Jobtailor
📍 Sinaloa