Apply here: https://operationsarmy.com/applicationAbout UsWe are a growing startup helping fast-growing businesses scale through high-quality offshore talent. We manage large customer accounts and are looking for a strategic, hands-on customer success leader to manage these relationships and ensure operational excellence.Role OverviewAs a Customer Success & Operations Manager, you will own the post-sale relationship with our highest-value customers. You will act as a trusted advisor to clients and oversee the offshore teams delivering services to them. This role requires excellent relationship management, team coordination, and operational problem-solving skills.What Youll Do- Account Ownership- Serve as the main point of contact for assigned customer accounts.- Build and maintain strong relationships with senior client stakeholders.- Conduct regular check-ins, QBRs, and performance reviews.- Team & Talent Oversight- Supervise BPO staff performance on client accounts.- Ensure work quality, consistency, and team adherence to SOPs.- Escalate issues and lead resolution across people, process, or client expectations.- Operational Excellence- Create and maintain standard operating procedures (SOPs).- Identify inefficiencies or gaps and propose system/process improvements.- Coordinate with internal teams to align delivery and client goals.- Project Management- Monitor project progress, timelines, and outcomes.- Support onboarding and transition of new client accounts.- Track metrics and report on account health and workforce performance.What Were Looking For- Prior experience in customer success, client management, or consulting- Strong problem-solving, written communication, and people management skills- Experience working with international teams, BPOs, or distributed operations- Ability to create SOPs, manage multiple priorities, and handle escalations- A proactive, thoughtful communicator who can influence both clients and internal teamsPreferred Backgrounds- Ex-consultants (e.g., management consulting, operations)- Former account/project managers in tech-enabled service businesses- Experience in verticals such as outsourcing, healthcare ops, recruiting, or enterprise SaaS is a plusApply here: https://operationsarmy.com/application#J-18808-Ljbffr
