Client Operations Manager

Job Description

As a Client Operations Manager for Food Production, you will take the lead and develop a high-performing team responsible for delivering exceptional service, client satisfaction, and retention across a portfolio of large brands and retailers. You take ownership of client service outcomes and operational performance by defining specific metrics such as customer satisfaction scores, response times, and quality standards. Ensure that these benchmarks are met and drive continuous improvement throughout the client's lifecycle. The successful candidate must be comfortable driving accountability, reinforcing standards, coaching and managing employees, while maintaining a strong culture of safety, quality, and service excellence.


This position follows a hybrid schedule, with three days per week at our Ann Arbor headquarters. Remote consideration may be available for highly qualified candidates.


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Responsibilities

• Enhance client retention and account health by proactively managing risks, strengthening relationships, and maintaining a stable, high-performing portfolio
• Provide commercial leadership for existing accounts by identifying and capturing opportunities for expansion, increasing service scope, and maximizing long-term client value
• Take responsibility for the financial performance of the service area, focusing on contributing to revenue growth, effectively managing costs, and ensuring accurate forecasting
• Collaborate across functions with Sales, Marketing, Audit Delivery, Scheduling, Technical, and Operations teams to ensure seamless execution, scalable growth, and strong client outcomes
• Work with senior leadership to execute strategic growth priorities, align resources, and achieve business unit objectives within a high-growth environment
• Serve as the primary relationship manager for key clients, building trusted partnerships and aligning services to support their business, compliance, and supply chain objectives
• Act as an escalation point for strategic clients, resolving complex issues and reinforcing long-term partnerships
• Promote continuous improvement and innovation, supporting service line enhancements, scalability, and market competitiveness

Qualifications

• A minimum of a 4-year degree
• 10+ years in account management, client services, commercial operations, or related roles supporting enterprise clients, brands, or retailers
• 5+ years of leadership experience managing client-facing or operational teams with accountability for service delivery and performance
• Proven success in managing and growing client portfolios, focusing on retention, account expansion, and engaging with executive stakeholders
• Experience influencing and collaborating with Sales, Marketing, Operations, and senior leadership to execute growth and client strategies
• Strong service leadership mindset, with the ability to drive client satisfaction, retention, and operational excellence
• Demonstrated commercial acumen, particularly in pricing, renewals, and identifying growth opportunities within existing accounts
• Ability to operate effectively in a high-growth environment while balancing client expectations, service delivery, and scalability
• Experience in supply chain, audit, certification, compliance, or regulated environments is preferred
• Strong analytical skills and data-driven decision-making abilities
• Excellent communication skills, executive presence, and stakeholder management capabilities

About Us

With a legacy spanning more than 80 years, NSF leverages science and innovation to improve human and planet health. We provide science-driven, independent testing, inspection, certification, and advisory services and develop the very standards that drive the food, water, and life sciences industries worldwide. We empower our clients to navigate shifting regulations to improve consumer health, safety, and quality of life.

One of our core values is We Are One NSF. This means that while we're one team, we embrace the cultural, ethnic, language, and demographic diversity that reflects the societies in which we live and work.

Come join a team that makes a difference in the world. More information about NSF can be found at nsf.org.

NSF is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Notice to Agency and Search Firm Representatives: Please note that NSF is not accepting unsolicited resumes from agencies/search firms for this role. Resumes submitted to an NSF employee by a third-party agency without a valid written & signed search agreement between NSF and said third-party agency will become the sole property of NSF. No fee will be paid if a candidate is hired as a result of an unsolicited agency or search firm referral. Thank you.

About the Team

From farm to fork, NSF is the go-to partner for the food, nutrition and wellness industries - ensuring the highest level of product safety, quality, integrity and sustainability. Across the globe, we continue to lead the way in certification, testing and compliance services, empowering our clients to deliver safer, higher-quality products to consumers while meeting the demands of an ever-changing regulatory environment.