- 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

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