Senior Manager, Client Services

26WD98355

Position Overview

The Senior Manager - Client Services is a key leadership role responsible for driving end-to-end customer operations, vendor performance, and service excellence across globally distributed teams. This role will lead transformation initiatives by integrating AI-driven capabilities, optimizing vendor partnerships, and enhancing customer success outcomes. The ideal candidate will bring a strong blend of operations leadership, customer success mindset, vendor governance, and data-driven decision-making, with the ability to recommend and execute strategic initiatives aligned with organizational growth and digital transformation goals.

Responsibilities

Customer Success & Service Excellence

• Championing a customer-first culture, ensuring seamless experiences across all touchpoints

• Drive initiatives to improve customer satisfaction, retention, and value realization

• Partner with cross-functional teams to reduce customer friction and enhance service delivery

• Ensure consistent delivery of 24/7 global support operations aligned to business SLAs

AI & Digital Transformation

• Leverage AI/ML, automation, and analytics tools to improve service efficiency, quality, and scalability

• Identify opportunities to deploy AI in quality monitoring, case routing, forecasting, and self-service enablement

• Partner with technology teams to modernize systems and digitize customer and agent experiences

• Drive adoption of data platforms and tools (e.g., OpsHub, CRM, reporting systems) to enhance decision-making

Vendor & Partner Management

• Lead governance of managed service vendors to ensure delivery excellence

• Monitor vendor performance through KPIs, SLAs, and operational metrics

• Drive accountability, continuous improvement, and cost optimization across vendor engagements

• Manage escalations and ensure alignment with contractual commitments and business goals

Data Analytics & Insights

• Utilize data analytics to identify trends, risks, and opportunities across operations

• Build and track KPIs, dashboards, and performance metrics to drive informed decisions

• Translate complex data into actionable insights and strategic recommendations

• Ensure data integrity, reporting accuracy, and visibility for leadership reviews

Strategic Planning & Execution

• Develop and execute strategic initiatives aligned with customer operations and business growth

• Drive transformation across people, process, and technology

• Balance workforce strategy between in-house teams and managed services

• Lead initiatives to improve efficiency, scalability, and cost-effectiveness

Operational Excellence & Risk Management

• Ensure smooth execution of daily operations with a focus on quality, productivity, and compliance (e.g., SOX)

• Identify operational risks and implement mitigation strategies

• Lead backlog reduction, process improvements, and service stabilization efforts

• Oversee quarter-end readiness and revenue-impacting processes

Leadership & People Development

• Lead, mentor, and develop high-performing teams across regions

• Foster a culture of accountability, collaboration, and continuous improvement

• Drive employee engagement, capability building, and change adoption

• Influence and align stakeholders across global teams

Key Skills & Competencies

• Customer-Centric Mindset - Deep understanding of customer success and experience

• AI & Digital Acumen - Ability to leverage technology for operational transformation

• Vendor Management - Strong governance, negotiation, and partnership skills

• Analytical Thinking - Data-driven decision-making and problem-solving

• Strategic Leadership - Ability to align operations with long-term business goals

• Communication & Influence - Strong stakeholder management across all levels

• Adaptability & Change Leadership - Driving transformation in dynamic environments

Success Measures

• Improvement in Customer Satisfaction (CSAT/NPS)

• Vendor performance against SLAs and KPIs

• Adoption and impact of AI-driven initiatives

• Reduction in operational inefficiencies and backlogs

• Enhanced team productivity and engagement

• Delivery of strategic programs aligned with business growth

Minimum Qualifications

• Bachelor's degree in Business, Operations, Technology, or related field

• 15+ years of experience in customer operations, client services, or vendor management

• Proven experience managing global teams and outsourced vendors

• Strong understanding of customer success frameworks and service delivery models

Preferred Qualifications

• Experience in SaaS / Technology / Customer Support environments (24/7 global operations)

• Exposure to AI, automation, and digital transformation initiatives

• Strong analytical skills with experience in data visualization and reporting tools

• Demonstrated ability to lead large-scale transformation programs

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