Senior Client Operations Manager

The Senior Client Operations Manager plays a critical leadership role in driving the successful planning, execution, and delivery of large-scale or complex client projects.

This position serves as a key point of communication between internal stakeholders and clients for project-related discussions, ensuring work is completed accurately, efficiently, and in alignment with client expectations.

The Senior Client Operations Manager provides operational guidance to Client Operations Managers and Coordinators, acts as a subject matter expert for key systems and processes, and leads special projects that support quality execution, process improvement, and client satisfaction.

• Lead end-to-end planning and execution for large or complex client projects, ensuring project objectives are translated into clear deliverables and quality outcomes.
• Partner with Directors, Client Engagement Managers, internal teams, and clients to understand project goals, define requirements, and support successful execution.
• Compile and validate project materials, including store lists, target lists, product lists, billing codes, fulfillment identification numbers, and project information documents.
• Create and load projects in Axis according to established rules, guidelines, timelines, and quality standards.
• Train and support Field Support agents and internal stakeholders on project requirements, processes, and execution expectations.
• Monitor field execution, identify risks or gaps, and take proactive action to ensure work is completed accurately, on time, and in alignment with project specifications.
• Pull and analyze reporting from Axis, SSRS, and related systems to develop insights, recommendations, and performance updates for stakeholders.
• Ensure accurate and timely client invoicing by validating project billing details, resolving discrepancies, and partnering with appropriate internal teams.
• Provide day-to-day direction, coaching, and oversight to Client Operations Managers and Coordinators to support project delivery and team effectiveness.
• Serve as a subject matter expert for critical operational processes and tools, including Axis rules and guidelines, Project Based Billing, Billing Portal, Fulfillment, DCSMs, and related workflows.