Sr. Manager, Client Satisfaction Operations

Accountabilities

• • Lead and oversee the day-to-day operations and performance of the Client Satisfaction team, ensuring consistent delivery against departmental objectives.
  • Establish, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs), taking corrective action when targets are at risk.
  • Ensure operational activities remain compliant with applicable external regulations and internal policies.
  • Evaluate team and departmental performance, track progress against objectives, and provide regular reporting to senior leadership.
  • Lead, coach, and support team members, creating an environment focused on accountability, collaboration, and continuous improvement.
  • Partner with cross-functional teams and internal stakeholders to understand business needs and ensure client satisfaction objectives are effectively supported.
  • Support workforce planning and staffing activities, including interviewing, hiring, onboarding, training, development, and annual performance evaluations.
  • Prepare accurate operational reports and performance insights for the Director and executive stakeholders.
  • Identify operational challenges and opportunities for improvement, helping strengthen processes, service quality, and overall team effectiveness.
  • Promote a positive team culture based on collaboration, professionalism, ownership, and a strong focus on results.

  Requirements

  • Demonstrated experience successfully leading and managing teams, ideally within client satisfaction, customer support, service operations, or a related operational environment.
  • Strong understanding of operational performance management, including KPIs, SLAs, reporting, and service-quality measurement.
  • Proven ability to manage competing priorities while maintaining high standards of service delivery and operational accuracy.
  • Excellent written, verbal, and interpersonal communication skills, with the ability to communicate effectively with employees, peers, stakeholders, and senior leadership.
  • Strong conflict-resolution, active-listening, and problem-solving skills, with a professional and solutions-oriented approach.
  • Ability to analyze and present numerical and operational data clearly to support decision-making.
  • Strong writing and editing skills, including the ability to adapt communication style to different audiences and business situations.
  • Demonstrated ability to collaborate effectively, remain objective, welcome diverse perspectives, and both give and receive constructive feedback.
  • High emotional intelligence, sound judgment, and a people-first leadership approach.
  • Strong organizational skills and the ability to operate effectively in a fast-paced, performance-driven environment.
  • Willingness and availability to work rotational night shifts, based on business requirements.
  • Ability to work remotely while maintaining strong communication, accountability, and team engagement.

  Benefits

  • Competitive compensation.
  • Remote working opportunity in India.
  • Healthy and collaborative work culture.
  • Career growth and advancement opportunities.
  • Learning and professional development opportunities.
  • Company-sponsored health insurance.
  • Employee referral award program.
  • Company-provided IT equipment.
  • Opportunity to lead and develop a client-focused operations team.
  • Exposure to cross-functional collaboration and senior-level operational decision-making.