Senior Operations Manager
hace 4 días
The Director of Client Services & Operations is responsible for managing a team of Client Service Managers (CSMs) and working directly with clients. Key responsibilities include:
- Solving client issues and providing strategic recommendations.
- Ensuring the team is performing at expected quantitative and qualitative levels.
- Contributing to critical team operations, including hiring, onboarding, training, quality control, and team building.
- Establishing a quality-focused team culture with strong communication and adherence to Horatio's values.
- Managing and mentoring direct reports, including CSMs and associates.
To succeed in this role, you will need:
- At least 8+ years of experience in an account management role and operations.
- Hands-on experience with process improvement and project management.
- Advanced near-native English proficiency.
- Excellent customer support and phone support experience preferred.
- Tech-savvy and advanced proficiency on G-Suite/MS-Office.
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