Senior Client Service Operations Specialist

The Senior Client Service Operations Specialist supports and administers daily operational processes, systems, and reporting activities for the Client Service organization. This role coordinates tasks and projects across cross-functional teams, learning programs, and leverages data and systems to deliver accurate reporting and operations support. As a senior member of the team, this role supports complex processes, systems, and advanced reporting activities for the Client Service organization while providing guidance for other members of the team.

Job Responsibilities

• Lead and coordinate day-to-day operational workflows, processes, and cross-functional activities.
• Document, maintain, and update procedures; communicate changes and support staff training.
• Coordinate with internal and external stakeholders on learning program logistics, including confirmations, attendance tracking, and inquiries.
• Ensure data accuracy, consistency, and adherence to established processes across systems.
• Administer and support systems including CRM systems, LMS platforms, reporting/BI tools, and related tools.
• Maintain system configurations, user access, documentation, and data integrity.
• Support operational system updates, troubleshooting, testing, and enhancements.
• Manage CRM system content, provide user training, and communicate updates.
• Partner with leadership to promote efficient use of technology.
• Build, maintain, and distribute recurring reports and dashboards across key systems.
• Troubleshoot system and reporting issues and coordinate with internal teams or external vendors for resolution.
• Support reporting for coaching, training, productivity, and operational performance.
• Identify trends, efficiencies, and improvement opportunities.
• Ensure reporting accuracy and resolve data discrepancies.
• Recommend and lead process standardization and continuous improvement, including migrating manual work to automated solutions.
• Support survey creation and reporting.
• Provide operational support for quote-to-cash processes, including Salesforce quote creation.

Requirements

• Bachelor’s degree in Business, Information Systems, or a related field, or equivalent work experience
• 4+ years of experience in operations, systems, administration, reporting support, or related operational roles
• Proficiency in Microsoft Office Suite, particularly Excel
• Experience supporting enterprise business systems, operational reporting platforms, and learning technologies. Experience with enterprise platforms such as Salesforce, Power BI, and Docebo required.
• Experience supporting dashboards, reporting processes, system configurations, workflows, and user access management required

Skills

• Ability to quickly learn new systems, tools, and processes
• Strong organizational and time management skills with the ability to manage multiple priorities in a fast-paced environment
• Demonstrates ownership, accountability, and the ability to work independently with minimal guidance
• Strong problem-solving skills with the ability to troubleshoot issues and identify practical solutions
• High attention to detail with a focus on accuracy and consistency across systems, workflows, and reporting
• Effective communication and collaboration skills across teams and stakeholders
• Adaptable and proactive with the ability to navigate changing priorities and support process improvement efforts
• Collaborative team player