Client Operations Manager
RemoteMexico or Colombia
Job Summary
Drive campaign launches and manage technical lead distribution by building the bridge between sales and delivery, ensuring all intake requirements are documented and met. Serve as the primary point of contact for law firm clients and partners, owning the tone, quality, and frequency of all client-facing messaging. Independently manage lead quality disputes by reconciling delivery exports against client data, classifying defects, and deciding on credits or replacements based on established policy. Maintain Monday.com as the live source of truth for all campaign statuses and keep SOPs current as products and evolve. Manage a small team including an Account Manager and Admin Support to ensure a high-velocity daily operating cadence where no task sits without an owner. Liaise with fulfillment partners and call centers to monitor volume, pacing, and quality, holding them accountable to strict specifications.
Required Qualifications
- 4+ years in client-facing operations or account management within performance marketing, lead generation, or a call center environment
- Professional experience administering lead distribution or call routing software (e.g., LeadDistro, Boberdoo, LeadsPedia, Phonexa, Trackdrive, etc.)
- Exceptional written English skills
- Advanced spreadsheet skills
- Prior experience managing at least 1–2 direct reports
- Calm under pressure, particularly during quality disputes, with a focus on leading with data rather than apologies
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