- 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 (Mérida)
🏢 Jobtailor
📍 Mérida