Client Operations Specialist

Position Overview

We are seeking a detail-oriented and proactive Client Operations Specialist to join Productive Playhouse’s Client Services team. This role is critical to delivering a seamless and high-quality client experience, supporting projects from initial launch through ongoing engagement.

As a key operational partner, you will coordinate project kickoffs, manage rate structures, support contract administration, and ensure clear communication across internal teams and clients. You will play an essential role in maintaining organization, tracking client health, and driving consistency in service delivery.

The ideal candidate thrives in a fast-paced, collaborative environment, demonstrates strong attention to detail, and excels at managing multiple priorities while supporting cross-functional coordination.

Key Responsibilities

• Set up and configure project management boards in Asana (or equivalent tools) for each new client engagement, including task structures, timelines, milestones, and team assignments.
• Support progress on resource scoping activities, ensuring the right team members are allocated and timelines for deliverables, including rate turnaround are clearly defined and adhered to.
• Develop and maintain standardized launch playbooks and checklists to ensure consistency across engagements.
• Maintain accurate and up-to-date rate cards, and pricing documentation for all active client accounts.
• Track rate changes, approvals, and renewal timelines; proactively flag upcoming expirations or discrepancies.
• Implement and manage client satisfaction surveys (NPS, CSAT, or similar) at key milestones and on a recurring basis.
• Monitor and document qualitative and quantitative signals of client sentiment, including feedback from calls, emails, and meetings.
• Maintain a client health scorecard and escalate at-risk accounts to leadership with supporting context and recommended actions.
• Serve as a key point of contact for day-to-day client operational inquiries, ensuring timely and professional responses.
• Draft and send regular status updates, project reports, and operational communications to clients.
• Manage the full contract lifecycle: drafting, review routing, execution tracking, storage, and renewal scheduling.
• Maintain a centralized contract repository with clear version control and easy access for authorized stakeholders.
• Support client onboarding and offboarding processes, ensuring a smooth transition at every stage of the engagement lifecycle.
• Assist with invoicing coordination, purchase order tracking, and billing reconciliation in partnership with Finance.
• Contribute to the development and continuous improvement of internal SOPs, templates, and operational workflows.
• Prepare data and materials for Quarterly Business Reviews (QBRs) and executive-level client reporting.
• Support cross-functional initiatives related to CRM hygiene, data integrity, and process automation.
• Curate decks, presentation materials, rate proposals and supporting documentation for client engagement
• Support with gathering materials for marketing: case studies, client quotes, etc. 

Qualifications & Skills

• 2–4 years of experience in client operations, account management, project coordination, or a related client-facing operational role.
• Proficiency with project management tools (Asana strongly preferred; Jira, Monday.com, or Trello also acceptable).
• Strong organizational skills with meticulous attention to detail and the ability to manage multiple workstreams simultaneously.
• Excellent written and verbal communication skills with a professional and client-centric demeanor.
• Experience working with contracts, SOWs, or other legal/commercial documentation.
• Comfortable working with spreadsheets, dashboards, and data tracking tools (Excel, Google Sheets, or BI platforms).
• Bachelor’s degree in Business Administration, Communications, Operations Management, or a related field (or equivalent experience).

Work Environment & Physical Requirements

• This is a remote position that requires the ability to work in a quiet, professional environment free from distractions to support productivity and confidentiality.  Team members must be able to appear on camera for video calls and communicate clearly, with the ability to both speak and hear effectively during virtual meetings.  
• This is a full-time leadership position that requires general availability between 9:00 am - 6:00 pm PST. While core hours remain consistent, some flexibility may be needed to accommodate meetings and shifting priorities.  
• Occasional travel may be required for special meetings, trainings, or team gatherings at the company’s headquarters or other designated locations. 
• This  role routinely uses standard office equipment such as computers, phones, filing cabinets, etc. Specific physical and environment requirements may include: 
  • Strong visual acuity for reviewing detailed documents and data on computer screens
  • Manual dexterity for operating a computer, including using a keyboard and mouse
  • Ability to lift and carry office supplies or equipment weighing up to 25 pounds
  • Clear verbal and written communication skills for collaboration across teams
  • Flexibility to adjust schedules based on project needs, with occasional requests for additional hours during temporary projects.  
  • Capacity to manage tasks that require prolonged periods of focus and concentration

Disclaimer

The job description provided is designed to convey information essential to understanding the scope of the position and the general nature of the work performed. It is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the job. Productive Playhouse reserves the right to modify or revise the job description as necessary

Productive Playhouse is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment for all employees.  Employment with Productive Playhouse is at-will, meaning that either the employee or the employer can terminate the employment relationship at any time, with or without cause or notice.

All offers of employment at Productive Playhouse are contingent upon the candidate’s ability to provide valid documentation of identity and eligibility to work in the United States or a relevant hiring location.  Productive Playhouse participates in E-Verify.

Productive Playhouse provides reasonable accommodation for qualified individuals with disabilities.  If you need assistance or an accommodation due to a disability, please contact the Human Resources.