POSITION OVERVIEW
The Senior Operations Manager – Account Management position plays a pivotal role in overseeing the performance, processes, and strategic development of the Account Management team. The Account Management team works daily with our professional sports team clients, requiring a high level of professionalism and attention to detail guided by the Senior Operations Manager. This individual is responsible for ensuring operational excellence across all client-facing functions with our professional sports team clients, showcasing a strong focus on client satisfaction, budget management, process adherence, management and improvement, and team leadership. They will serve as a key liaison between Sales, Culinary, and Operations teams, fostering collaboration and driving continuous improvement.
WORK HOURS
This role is required to work a minimum of 45-50 hours per week. They must be able to work flexible scheduled shifts based on business needs Monday - Friday. Occasional scheduling may include nights and weekends depending on events and functions. Some travel will be required.
RESPONSIBILITIES & DUTIES include but are not limited to:
Account & Client Management
Ensure Account Managers maintain strong, professional client relationships through regular communication and strategic support.
Monitor client satisfaction levels and proactively intervene when necessary to maintain high service standards.
Lead regular audits of client-facing documents and communications to ensure accuracy, consistency, and alignment with our service standards for professional sports teams.
Solid understanding of the functions of the Pivot Culinary application and its day to day use.
Budget & Financial Oversight
Own the budget tracking process for multiple professional sports team accounts; manage and monitor account team budgets, track variances, and flag over/underspend issues proactively.
Perform regular audits on financial spreadsheets, ensuring accuracy in forecasting, invoicing, and reporting.
Partner with Finance to ensure billing and invoicing processes are followed consistently and accurately.
Operational Excellence & Process Management
Ensure strict adherence to internal processes including invoicing, reporting, communication protocols, and service standards.
Manage and refine ClickUp task lists to ensure timely completion of account management duties and consistency across the team.
Oversee BEO (Banquet Event Order) distribution and accuracy: ensure account details, meal counts, menu items, and specific client sports nutrition standards are correctly documented and reflected in all systems with the proper format. This includes all financial figures listed, management fees, and categorization of items.
Conduct regular audits of menu spreadsheets, kitchen sheets, Caterer Docs, and vendor communication to ensure alignment with our professional sport client standards and accuracy.
Manage Pivot Culinary’s network of caterers and restaurant partners by ensuring compliance with vendor agreements, maintaining strong vendor relationships, and overseeing a smooth, efficient vendor acquisition process.
Team Leadership & Development
Lead weekly 1:1s and team meetings; conduct performance check-ins and professional development sessions.
Provide coaching and guidance to Account Managers to ensure clarity on expectations and growth paths.
Drive internal sales opportunities by coaching Account Managers to identify and pursue expansion within existing accounts.
Business Improvement & Cross-Department Collaboration
Act as a bridge between departments (Culinary, Sales, Operations) to ensure streamlined service delivery and continuous improvement.
Collaborate with other Operations Managers to identify and implement cross-functional process improvements.
Lead conversations and initiatives focused on leveling up team performance and elevating service delivery.
Travel & Field Operations
Oversee Account Management team travel agendas; clearly communicate expectations and goals for site visits and client- facing trips for professional sports team clients.
Ensure successful daily execution of all meals in all locations effectively and productively, addressing any issues that arise.
Perform on-site evaluations and audits as needed to ensure high standards of service and professionalism.
Be available for travel as business needs dictate.
Qualifications:
5+ years of experience in operations, account management, or hospitality leadership roles; at least 2 years in a senior or managerial capacity.
Strong proficiency in budget management, spreadsheet analysis, and financial reporting.
Deep understanding of process management and cross-functional team leadership.
Excellent interpersonal and communication skills, both written and verbal.
Experience with ClickUp or other project/task management tools.
Proven ability to lead high-performing teams and drive operational excellence.
Strong problem-solving skills and a continuous improvement mindset.
Experience working with BEOs, catering documentation, and client service protocols is highly preferred.
Ability to travel as needed to support team and client initiatives.
Preferred Skills:
Experience in catering, food service, or hospitality industry.
Familiarity with RFP processes and sales enablement practices.
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