Client Operations Manager

Job Summary

The Client Operations Manager serves as the primary operational lead for major U.S. and international telecom clients, ensuring:

• Flawless delivery of contracted services
• Accurate and timely invoice processing
• Consistent achievement of Service Level Agreements (SLAs)

This role requires expertise in internal workflow and telecom billing systems, strong cross-functional collaboration, and the ability to navigate a large organization while advocating for client needs and contractual commitments.

Team Locations:

• United States
• Kolkata, India

Key Responsibilities
Client Relationship Management

• Serve as the primary operational point of contact for assigned telecom clients.
• Ensure client expectations, deliverables, and timelines are consistently met.

SLA Performance Oversight

• Monitor daily, weekly, and monthly SLA metrics.
• Drive internal teams to meet or exceed performance targets.
• Proactively identify and escalate operational risks.

Invoice Processing & Validation

• Utilize internal workflow, billing, and ticketing systems.
• Track, validate, and process high-volume telecom invoices accurately and on time.
• Ensure invoice quality and compliance with customer requirements.

Cross-Functional Coordination

• Partner with Operations, Finance, Engineering, and Service Delivery teams.
• Resolve operational issues and remove process blockers.
• Ensure seamless execution of client requirements.

Process Optimization

• Identify workflow inefficiencies.
• Recommend and implement process improvements.
• Improve operational speed, accuracy, and customer satisfaction.

Contract Compliance

• Interpret customer contracts.
• Ensure adherence to:
  
  • Operational obligations
  • Invoice loading requirements
  • Reporting standards
  • Contractual commitments

Reporting & Analytics

• Prepare recurring operational reports.
• Develop:
  
  • Invoice summaries
  • SLA dashboards
  • Performance metrics
  • Operational insights
• Present results to internal leadership and client stakeholders.

Issue Resolution

• Lead root cause analysis for:
  
  • Service failures
  • Invoice loading issues
• Implement corrective actions.
• Communicate outcomes and resolutions to clients.

Required Qualifications

• 5+ years of experience in client operations, service delivery, or a related field.
• Experience managing large, complex client accounts with high transaction volumes.
• Excellent verbal and written communication skills with the ability to influence cross-functional teams.
• Proven track record of meeting SLAs and driving operational excellence.
• Strong analytical, problem-solving, and organizational skills with exceptional attention to detail.
• Advanced proficiency with Microsoft Office Suite, including:
  
  • Word
  • Excel
  • PowerPoint
  • Outlook
• Ability to create detailed reports, spreadsheets, presentations, and documentation.
• Demonstrated ability to build and maintain strong professional relationships with clients, colleagues, and stakeholders.
• Excellent interpersonal and conflict-resolution skills.
• Ability to foster collaboration and trust in fast-paced, team-oriented environments.
• Strong customer service orientation with a focus on developing long-term client relationships.

Preferred Qualifications

• Familiarity with:
  
  • Telecom billing structures
  • Circuit inventory
  • Service order workflows
• Ability to thrive in a fast-paced, matrixed organization.
• Knowledge of Business Objects reporting tools.

Success Indicators

The successful candidate will consistently achieve:

• 98%+ SLA attainment
• 99%+ invoice accuracy
• Reduced client escalations
• Improved invoice processing cycle times
• Faster issue resolution
• High client satisfaction and retention
• Continuous operational improvements and process efficiencies

Compensation & Benefits

Salary Range : $60,000-$80,000 annually, with starting compensation determined based on experience, skills, education, geographic location, and alignment with our overall compensation structure.

Comprehensive Benefits (not limited to):

Medical, dental, and vision insurance

Flexible spending accounts (FSA)

Company-paid life and disability insurance

401(k) retirement plan

Employee ownership through our ESOP

Paid time off (PTO)

Eligibility for incentive compensation program

Department Invoice Operations Role Client Operations Locations Virginia Remote status Hybrid