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.

• Lead special projects and continuous improvement initiatives, including execution analysis, scorecard reviews, compliance training, field communications, and Project Review Board support.

• Proven success in client operations, retail operations, project management, or a related operational leadership role.

• Strong ability to manage large, complex projects with multiple stakeholders, competing priorities, and tight deadlines.

• Excellent verbal and written communication skills, with the ability to clearly convey project updates, expectations, risks, and recommendations.

• Demonstrated ability to build effective working relationships across all levels of the organization and collaborate with clients, field teams, and internal partners.

• Strong analytical, problem-solving, and decision-making skills with sound judgment and attention to detail.

• Consultative and collaborative leadership style with the ability to coach, guide, and influence others without direct authority.

• Ability to interpret reporting, identify trends, and recommend action steps that improve execution, quality, and client outcomes.

Performance Metrics

• Scorecard metrics for project loading, QA and invoicing.

Education: Four-year college degree in a related discipline strongly preferred.

Experience: Previous experience in Client Operations, Retail Operations, Project Management, or a similar role required. Prior experience supervising or providing direction to associates strongly preferred.

Specific Skills: Proficiency in Microsoft Office applications required, including intermediate to advanced Excel skills. Experience using Axis, SSRS, billing systems, fulfillment tools, or related operational platforms preferred.

Supervisory Responsibilities: Provides indirect supervision, direction, and support to Client Operations Managers and Client Operations Coordinators.

Travel Requirements: Approximately 10% to 20% domestic travel may be required.

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