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