Account Operations and Performance Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Design and oversee the account performance management program that aligns with both client and corporate objectives.

• Handle KPI and SLA reporting, scorecards, dashboards, and governance procedures.

• Direct root cause analysis, implement corrective measures, and drive performance enhancement initiatives to resolution.

• Organize Quarterly Business Reviews (QBRs), prepare supporting materials, and generate executive-level reports.

• Ensure that strategic account goals are effectively translated into operational execution.

• Oversee account governance, compliance, and risk management initiatives.

• Manage contract compliance, amendments, service-level evaluations, and change requests.

• Create and maintain risk registers, issue logs, and escalation protocols.

• Facilitate leadership reviews and ensure accountability for performance results.

• Assist in providing design concepts, organizing, and managing the account's SharePoint environment in collaboration with the Technology Team.

• Develop and maintain account playbooks, onboarding resources, knowledge bases, and operational documentation.

• Standardize templates, reporting formats, and account communications.

• Lead initiatives for organizational and operational change management.

• Collaborate with leadership teams to enhance processes, eliminate waste, and boost efficiencies.

• Apply Lean, Six Sigma, and continuous improvement methodologies to optimize performance.

• Establish success metrics and monitor initiative outcomes across the account.

• Assist in technology implementations and digital transformation efforts.

• Work with technology teams to create dashboards, automated reporting, and analytical tools.

• Assess the business impact and ROI of new technologies and process enhancements.

• Manage the account’s Rhythm of Business calendar, encompassing meetings, deliverables, surveys, governance functions, and strategic initiatives.

• Coordinate cross-functional activities and ensure the timely execution of commitments.

• Facilitate financial and operational processes through effective collaboration with stakeholders.

⛳️ Requirements

• Bachelor's degree in business, Operations, Project Management, Organizational Leadership, or a related discipline.

• 5–8+ years of experience in operations, account management, program management, business operations, or continuous improvement.

• Experience in supporting large, intricate client accounts and cross-functional teams.

• Demonstrated success in leading change management, performance management, and operational enhancement projects.

• Outstanding verbal, written, and presentation skills.

• Strong capabilities in people management, leadership, and stakeholder engagement.

• Advanced expertise in SharePoint administration and content management.

• Proficient in Microsoft 365 applications (Excel, PowerPoint, Teams, Word, Outlook).

• Skilled in Google Workspace tools (Google Sheets, Docs, Slides, Drive, Forms).

• Excellent organizational, administrative, and project management abilities.

• Familiarity with performance dashboards, reporting, and data analytics.

• Strong skills in change management, process improvement, and problem-solving.

• Lean Six Sigma certification or related experience is preferred.

🏝️ Benefits

• Health, vision, and dental insurance.

• Flexible spending accounts.

• Health savings accounts.

• Retirement savings plans.

• Life and disability insurance programs.

• Paid and unpaid time off from work.