Client Operations Lead

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

📋 Description

• Collaborate with Sales and Account Management to gain insights into each client's operational requirements prior to launch.

• Facilitate client walkthroughs and create site-specific operating guidelines.

• Oversee onboarding and launch timelines across various internal departments.

• Develop staffing strategies and operational playbooks for new clients.

• Provide on-site support during launches when necessary to ensure a smooth go-live process.

• Proactively identify risks and address them with internal teams before the launch.

• Manage the daily operational success of assigned client sites.

• Track client performance and pinpoint opportunities for service enhancements.

• Examine operational challenges and collaborate with relevant teams to find resolutions.

• Create and maintain Standard Operating Procedures (SOPs) for client sites.

• Analyze operational metrics and suggest process improvements.

• Work alongside Account Managers to gather client feedback and address ongoing operational needs.

• Recruit, onboard, train, and mentor Client Operations Associates.

• Support Site Leads through regular check-ins and performance coaching sessions.

• Conduct site visits to ensure compliance with service standards.

• Formulate staffing plans and manage coverage across various markets.

• Foster a team culture centered around accountability, communication, and client service.

• Establish scalable processes to enhance consistency within the COA program.

• Create training materials, documentation, and operational resources.

• Spearhead the implementation of new operational tools and technologies.

• Identify manual workflows and propose more efficient alternatives.

• Collaborate with leadership on strategic initiatives aimed at supporting the growth of the Operations team.

⛳️ Requirements

• Proven experience in coaching or leading geographically dispersed field teams.

• Bachelor’s degree or equivalent experience is required.

• 3-5 years of experience in Operations, Client Operations, Hospitality Operations, Logistics, Customer Success, or Project Management.

• Demonstrated ability to lead projects and juggle multiple priorities in a dynamic environment.

• Strong organizational and problem-solving capabilities.

• Comfortable collaborating across various internal teams.

• Exceptional written and verbal communication skills.

• Experience in developing processes, SOPs, or operational documentation.

• Familiarity with Google Workspace, Slack, and other operational tools.

• Willingness to travel 50-75% of the time to visit client sites, support launches, audit operations, and engage directly with field teams.

• Ability to analyze data and leverage it for enhancing operational performance.

🏝️ Benefits

• Equity participation.

• Multiple health insurance options available.

• A comprehensive range of benefits.

• Competitive compensation and benefits that align with industry and market standards.