Manager, Client Operations | Remote, USA

About this role

The Manager, Client Operations is responsible for coaching, managing, and developing a team of approximately 5-10 Client Operations Specialists, whose central focus is supporting a field sales organization with price quoting, order placement, client service, and issue resolution. The Client Operations team supports area gross margin objectives by giving account managers more time to sell.

How you'll make an impact

• Organize, direct, and motivate Client Operations Specialist (COS) team members to align with strategic objectives
• Set quarterly goals/objectives for each COS team member
• Monitor COS team members' progress toward goals/objectives
• Actively work with sales and operations on process improvement initiatives
• Drives the development and training of new COS team members and provides ongoing performance coaching to existing COS team members
• Troubleshoot advanced problems, provide guidance for complex quote/order scenarios
• Act as an escalation path for the regional director
• Load balance volume between COS team members
• Develop and execute advanced reporting, possibilities include quote/order accuracy rate of COS team, SLA attainment, transactional volume, deal registration analysis
• Create and maintain COS training/reference documentation
• Maintain COS team data on the company intranet
• Conduct twice-yearly formal performance review of each team member and informal quarterly performance reviews
• Build process workflows to scale the team as salesforce grows
• Manage month/quarter-end activities as necessary
• As new opportunities arise within the organization, additional responsibilities will be assumed.
• Involvement in key initiatives for the COS group
• Involvement in additional cross-functional Optiv projects that impact the COS group
• Will have at least one team lead working with them to help with day-to-day tasks
• Foster team lead growth, expand their role in team meetings, coaching, training, etc.
• Work with potential leaders to de...