- 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