Client Delivery Operations Manager

This is a fully remote position, open to applicants in Hong Kong.

📋 Description

• Oversee the daily operational management of Wing's active pipeline.

• Maintain visibility over each account and requirement from the Sales handoff to successful launch.

• Ensure that every pipeline item has a defined status, owner, next action, and anticipated completion date.

• Monitor stalled, delayed, blocked, or at-risk accounts and proactively engage with the responsible teams.

• Conduct daily reviews of pipeline health to identify aging accounts, capacity challenges, and process bottlenecks.

• Collaborate cross-functionally with Sales, Customer Success, Talent Acquisition, Staffing, Onboarding, Training, Operations, Product, Finance, and support teams.

• Review newly closed accounts to validate operational requirements, staffing needs, timelines, and special conditions.

• Track progress in recruitment and staffing, including candidate availability, interviews, selections, replacements, and pending decisions.

• Monitor client decisions and coordinate interventions when client responsiveness hinders fulfillment.

• Oversee onboarding and launch readiness, ensuring staffing, documentation, equipment, access, training, schedules, and client requirements are met.

• Act as the primary operational escalation point for issues related to the pipeline and oversee their resolution.

• Establish and enforce pipeline SLAs, holding stakeholders accountable for overdue actions.

• Generate weekly and monthly pipeline health reports with recommendations and necessary leadership actions.

• Evaluate pipeline workflows to identify inefficiencies, recommend automation, enhance CRM architecture, and standardize handoffs.

• Serve as Chief of Staff and trusted advisor to the CEO, assisting with strategy, financial modeling, business analysis, scheduling, communications, and cross-functional initiatives.

⛳️ Requirements

• Significant experience in operations, program management, revenue operations, staffing operations, customer success operations, or related fields.

• Proven ability to manage intricate workflows that involve multiple departments.

• Strong analytical and problem-solving capabilities.

• Comfortable managing high-volume operational pipelines.

• Thorough understanding of SLAs, workflow management, escalation management, and process optimization.

• Exceptional stakeholder management skills and follow-through.

• Ability to constructively challenge teams and drive accountability.

• Excellent written and verbal communication skills.

• Experience with CRM, project management, reporting, and workflow management platforms.

• Ability to analyze operational data and translate findings into actionable recommendations.

• Willingness to travel to the Philippines as needed.

• Preferred experience in BPO, outsourcing, staffing, recruitment, SaaS, or service-oriented organizations.

• Preferred experience in managing client implementation or fulfillment pipelines.

• Preferred experience collaborating across Sales, Recruitment, Customer Success, and Operations.

• Familiarity with HubSpot, ClickUp, Power BI, or similar systems is preferred.

• Preferred experience in designing SLAs, dashboards, workflow automation, or operational governance.

• Proficient in Excel, including advanced functions, pivot tables, macros, and financial modeling techniques.

• Strong understanding of business operations and financial management.

• Proficient with modern technology tools and project management software.

• Previous experience in a high-growth startup environment or a similarly fast-paced setting.

• Willingness to work non-traditional hours.

🏝️ Benefits

• Competitive compensation package and benefits.

• Flexible, remote work arrangement.

• Support for work-life balance.

• Significant salary appraisal after 12 months.

• Direct collaboration with the CEO and senior leadership.

• A challenging and dynamic role in a rapidly growing multinational company.