Key Facts

Remote From:

Full time

English

Hard Skills

Business Process Outsourcing Account Management Customer Success Management Business Operations Escalation Management Performance Management Workforce Planning Project Management Cross-Functional Collaboration Stakeholder Communications Business Metrics Client Services Issue Management Process Improvement Service Development Online Communication

Other Skills

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Multitasking
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Team Management
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Quality Assurance
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Relationship Management
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Communication
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Leadership
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Teamwork
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Proactivity
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Persuasive Communication
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Strategic Thinking
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Problem Solving

Roles & Responsibilities

Prior experience in customer success, client management, or consulting
Strong problem-solving, written communication, and people management skills
Experience working with international teams, BPOs, or distributed operations
Ability to create SOPs, manage multiple priorities, and handle escalations

Requirements:

Serve as the main point of contact for assigned customer accounts and build relationships with senior client stakeholders
Supervise BPO staff performance on client accounts and ensure quality and SOP adherence
Create and maintain standard operating procedures (SOPs) and drive process improvements
Monitor project progress, onboarding, and report on account health and workforce performance

Job description

Apply here: https://operationsarmy.com/application

About Us

We are a growing startup helping fast-growing businesses scale through high-quality offshore talent. We manage large customer accounts and are looking for a strategic, hands-on customer success leader to manage these relationships and ensure operational excellence.

Role Overview

As a Customer Success & Operations Manager, you will own the post-sale relationship with our highest-value customers. You will act as a trusted advisor to clients and oversee the offshore teams delivering services to them. This role requires excellent relationship management, team coordination, and operational problem-solving skills.

What Youll Do

Account Ownership
- Serve as the main point of contact for assigned customer accounts.
- Build and maintain strong relationships with senior client stakeholders.
- Conduct regular check-ins, QBRs, and performance reviews.
Team & Talent Oversight
- Supervise BPO staff performance on client accounts.
- Ensure work quality, consistency, and team adherence to SOPs.
- Escalate issues and lead resolution across people, process, or client expectations.
Operational Excellence
- Create and maintain standard operating procedures (SOPs).
- Identify inefficiencies or gaps and propose system/process improvements.
- Coordinate with internal teams to align delivery and client goals.
Project Management
- Monitor project progress, timelines, and outcomes.
- Support onboarding and transition of new client accounts.
- Track metrics and report on account health and workforce performance.

What Were Looking For

Prior experience in customer success, client management, or consulting
Strong problem-solving, written communication, and people management skills
Experience working with international teams, BPOs, or distributed operations
Ability to create SOPs, manage multiple priorities, and handle escalations
A proactive, thoughtful communicator who can influence both clients and internal teams

Preferred Backgrounds

Ex-consultants (e.g., management consulting, operations)
Former account/project managers in tech-enabled service businesses
Experience in verticals such as outsourcing, healthcare ops, recruiting, or enterprise SaaS is a plus