Maintain and nurture Boldr’s Client relationshipsDevelop and empower Team Captains to succeedTake accountability for Client and team success, quality, operational performance, and commitmentsFoster a healthy working environment and represent Boldr to Clients and internal departmentsManage general teams and oversee daily operationsHandle day-to-day Client communication, performance reporting, training, and escalation managementDevelop and maintain relationships with Client and internal stakeholdersReview operational performance with Client stakeholders and Boldr leadershipCollaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office OperationsResolve basic to complex inquiries and concerns accurately and promptlyCreate and manage MSAs and SLAsManage Team Captains and monitor SLA compliance and Client KPI achievementConduct root cause analysis and execute plans to meet KPIsMaintain documentation and identify process improvementsFacilitate Client Business Reviews with the SBU HeadIdentify business growth opportunities within Client organizationsUpdate HubSpot deal cards and ensure items are invoicedFollow up on invoicing, pricing discrepancies, and billing issuesSupervise, develop, coach, and performance-manage Team CaptainsSupport Client calls, team huddles, and coaching sessions as neededCreate development plans and conduct progressive counseling when necessaryProvide constructive feedback and foster continuous improvementPromote Boldr culture and organizational valuesSupport employee career growth and match capabilities to organizational needsAct as escalation point for Team Captains and Senior Team CaptainsMonitor internal and external KPIs and ensure operational excellenceHold local operations managers accountable for SLA adherenceMaintain Client schedules and drive actions to completionCoordinate training and best practices for tools and processesOnboard new hiresGather feedback and drive enterprise-wide Client Success improvementsRequirements3+ years in a client-facing role,



such as Operations Manager3+ years’ knowledge of BPO, staffing, technology, or other business services industries3+ years of people management experienceAbility to manipulate Excel or Google Sheets for reportingAbility to create dashboards and provide stakeholder visibilityAbility to identify root causes and design and execute action plansAbility to listen actively, ask appropriate questions, and avoid interruptionsAbility to maintain open dialogue with external and internal Client partnersAbility to read, research, and draft letters, emails, and documentsAbility to identify complex problems, evaluate options, and implement solutionsPublic speaking and presentation delivery skillsFamiliarity with Google Suite of Services is a must, including Gmail, Drive, Sheets, Slides, and DocsExperience with HubSpot is a plusLean Six Sigma knowledge and/or certification is a plusAnalytical and critical thinking with strong attention to detailClient satisfaction focusProactive, self-motivated, adaptable, and responsiveServant leadership and ability to manage conflictAbility to perform and delegate appropriatelyCore CompetenciesDemonstrates 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 keywordsClient Relationship ManagementPeople ManagementOperational Performance OversightData Analysis and ReportingLean Six Sigma KnowledgeATS Optimization KeywordsHard SkillsExcelGoogle SheetsDashboard CreationRoot Cause AnalysisPerformance ReportingProcess ImprovementClient KPI AchievementDocumentation MaintenanceInvoicing ManagementBusiness Growth IdentificationSoft SkillsActive ListeningPublic SpeakingConflict ManagementCoaching and DevelopmentProactive AdaptabilityCertifications & QualificationsLean Six Sigma CertificationIndustry KeywordsBPOStaffingTechnologyBusiness ServicesClient SuccessTools & TechnologiesGoogle SuiteHubSpot#J-18808-Ljbffr

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