Position Summary:
The Senior Services Operations Manager serves as the primary operational and client-facing leader for assigned enterprise accounts. This role is responsible for delivering operational excellence, driving profitability, managing customer relationships, and leading a team of direct reports within a managed services environment.
Highly Preferred Experience
- BPO, Print, and Mail Services experience
- Strong P&L ownership and profitability management
- Proven success in a client-facing leadership role
- Experience leading strategy meetings, business reviews, and executive presentations
Key Responsibilities Client & Strategic Leadership
- Serve as the primary operational contact for key customer accounts.
- Lead customer strategy meetings, business reviews, and governance discussions.
- Build strong executive-level client relationships and ensure customer satisfaction.
- Ensure contractual commitments and service level agreements are achieved.
- Identify service improvement and growth opportunities.
Team Leadership
- Lead, coach, and develop a team of 15–20 direct reports.
- Drive accountability, performance management, and employee engagement.
- Foster a culture of continuous improvement and operational excellence.
Operations & Financial Management
- Oversee daily service delivery and operational performance across assigned accounts.
- Drive process improvements that enhance efficiency, quality, and customer value.
- Own account financial performance, including revenue, profit, and margin management.
- Drive profitability through strategic planning, cost control, and operational efficiencies.
- Partner cross-functionally to implement customer initiatives and business solutions.
Qualifications
- Bachelor's degree or equivalent experience.
- 5+ years of leadership experience in customer-facing operations.
- Experience in BPO, Print, Mail, or Managed Services environments strongly preferred.
- Demonstrated success managing P&L responsibility and improving business performance.
- Strong communication, relationship-building, and presentation skills.
Project management and continuous improvement experience preferred.
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The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
