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