Client Service Operations Manager

About the role

The Client Service Operations Manager plays a critical leadership role in ensuring the efficiency, consistency, and quality of the Client Service team’s daily operations. This individual is responsible for overseeing workflow management, workload distribution, and process standardization across Client Support Leads and Sales Support Representatives. Acting as a key liaison between departments, the role supports seamless cross-functional collaboration, resolves service bottlenecks, and drives a consistent, high-quality client experience. The position also focuses on building team capability through training, coaching, and clear process documentation, while using data and system insights to continuously improve performance and service delivery.

What you'll do

• Lead and supervise the daily operations of the Client Service team, including Client Support Leads and Sales Support Representatives
• Manage workload distribution, prioritization, task assignments, and follow-ups to ensure timely and accurate completion of client support activities
• Establish and maintain consistent delegation workflows and process standards across the team
• Monitor workload trends, task aging, service bottlenecks, and overall performance to maintain service efficiency
• Develop, maintain, and enforce standard operating procedures (SOPs) across systems such as Salesforce, Acumatica, monday.com, and other tools
• Train new team members and provide ongoing coaching, feedback, and development support
• Ensure accurate and consistent documentation of client interactions, account activity, project details, and internal handoffs
• Maintain and analyze reports and dashboards to track productivity, service quality, and adherence to processes
• Serve as the Client Service department representative in cross-functional meetings and initiatives
• Collaborate with Sales, E-Commerce, Production, Art, Purchasing, Accounting, and Operations to resolve issues and improve workflows
• Support and manage escalated client service issues, ensuring timely resolution
• Identify process gaps, inefficiencies, or training needs and recommend actionable improvements
• Communicate department updates, process changes, and expectations clearly to the team
• Establish and reinforce service standards that deliver a consistent, professional, and client-focused experience

Qualifications

• High school diploma required; associate or bachelor’s degree in business administration, operations, communications, or a related field preferred
• 3–5 years of experience in client service, sales support, operations, or a related field
• 1–2 years of experience in a leadership, supervisory, or team coordination role preferred
• Proven experience managing workload distribution, prioritization, and service workflows in a fast-paced environment
• Experience developing and maintaining SOPs and training team members on processes preferred
• Proficiency with CRM, ERP, or workflow tools; experience with Salesforce, Acumatica, monday.com, or similar platforms preferred
• Ability to analyze reports, dashboards, and system data to assess performance and identify improvement opportunities
• Strong written and verbal communication skills with the ability to clearly convey expectations and process changes
• Demonstrated ability to collaborate cross-functionally to resolve issues and improve operational efficiency
• Excellent organizational, time management, and problem-solving skills with the ability to manage multiple priorities
• Ability to coach, motivate, and hold team members accountable to performance and service standards
• Strong judgment, professionalism, and discretion when handling sensitive client and business matters