Senior Manager, Business Operations, Client Success

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

📋 Description

• Maintain a comprehensive overview of Business Unit health encompassing operational, client, personnel, financial, and delivery indicators.

• Collaborate with Delivery and Engineering leadership, Client stakeholders, HR, Talent Acquisition, Finance, and People Operations.

• Take ownership of and continually enhance the Business Unit performance management framework.

• Aggregate financial, delivery, personnel, hiring, quality, client, and operational metrics.

• Analyze causes, trends, and business implications, translating findings into actionable recommendations and corrective measures.

• Manage the Business Unit Client Success and client health framework.

• Assess client sentiment through NPS, qualitative and quantitative signals, stakeholder discussions, and interviews.

• Cross-reference client feedback with data from Delivery, Engineering, People, and operational sources.

• Lead cross-functional strategic initiatives, including operating-model transformations, AI integration, capability transitions, and risk management.

• Uphold operational governance regarding budgeting, forecasting, compensation/rate exceptions, hiring priorities, People Operations, and the accuracy of reporting data.

• Offer Business Unit leadership an independent viewpoint on client and business health.

• Highlight significant risks, key decisions, and operational challenges to leadership.

• Report directly to the Business Unit Managing Director / VP Delivery.

⛳️ Requirements

• Over 5 years of pertinent experience in Business Operations, Client Success, Strategic Program Management, Delivery Operations, or a comparable cross-functional role within IT or professional services.

• Demonstrated experience collaborating with Delivery, Engineering, HR, Talent Acquisition, Finance, and People Operations.

• Familiarity with client health and success methodologies, including NPS/CSAT, client sentiment analysis, or systematic client health evaluations.

• Practical experience in budgeting, forecasting, variance analysis, and oversight of invoicing.

• Exceptional analytical skills with the ability to consolidate financial, delivery, personnel, client, and operational data.

• Capability to organize ambiguous business challenges into actionable initiatives and drive execution among stakeholders.

• Strong skills in risk identification and problem resolution.

• Experience in providing operational governance through functional teams.

• Ability to influence senior stakeholders and propel cross-functional initiatives without formal authority.

• Robust business judgment with a data-driven perspective.

• Excellent communication and synthesis abilities.

• A proactive and inquisitive mindset with a strong sense of ownership and follow-through.

• Practical experience with AI tools, automation, or related technologies.

• A higher education degree in Business Administration, Management, Economics, Computer Science, or a similar field.

• Fluent / Advanced English and Ukrainian communication skills.

🏝️ Benefits

• Opportunity to work fully remote worldwide or in a hybrid model from office hubs.

• Flexible working hours.

• 20 business days of paid vacation for full-time employees.

• Unlimited sick leave.

• 4 days of emergency leave.

• Support for certification.

• Career pathways and personal development plans.

• Company-wide technology and cultural events.

• Mentorship program.

• Support for public speaking.

• Educational leave.

• Access to a corporate library.

• Annual budget for medical insurance, life insurance, overseas coverage, and travel insurance.

• Compensation for sports, equipment, massages, and rehabilitation.

• Well-being program.

• Corporate loan options.

• Tax and legal advisory services.

• Bonuses for weddings and childbirth.