Manager, Client Experience
On-siteMérida, Yucatán, Mexico or Merida, Estado de Chiapas, Mexico
Job Summary
Manage and nurture Boldr's Client relationships by executing daily operational performance reviews, creating contracts, and resolving complex inquiries with accuracy and timeliness. Supervise Team Captains through performance management, root cause analysis, and coaching sessions while monitoring SLA compliance and KPI achievement. Facilitate Client Business Reviews, maintain Client schedules and Hubspot deal cards, and drive process improvements through continuous feedback loops. Act as the primary escalation point for internal clients and team members, ensuring operational excellence across global teams.
Required Qualifications
- 3+ years in a Client facing role (Ops manager)
- 3+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries
- 3+ years people management experience
- Familiarity with Google Suite of Services
- Gmail
- Drive
- Sheets
- Slides
- Docs
- Ability to work seamlessly with different departments namely: Implementation, Client Solutions, Finance, IT, People Experience and Office Operations
- Create dashboard and provide visibility to stakeholders
- Identify root causes, design and execute action plans
- Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times
- Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations
- Read, research, and draft letters, emails, and documents
- Identify complex problems and review related information to develop and evaluate options and implement solutions
- Speaking in a public setting and delivering presentations to individuals and groups
- Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction
- Proactive and self-motivated
- Strongly interested in learning new ideas, processes, and unique requirements
- A servant leader
- Confident, yet humble
- Aware of your strengths and AFIs
- Knowledgeable but not afraid to ask questions or ask for help
- A quick learner
- Adept at giving as well as taking direction
- Responsive
- Able to understand and prepare for the impact of a simple 'yes'; able to provide alternative solutions when 'no' is necessary
- Able to DO and DELEGATE; understand the different circumstances where each is necessary
- Purposeful with a sense of urgency
- Able to connect with team members, Clients and internal customers
- Able to manage conflict, redirect differences towards a common goal
- Curious and authentic
- Must be able to lift 50 lbs
Desired Qualifications
- Experience with Hubspot
- Lean six sigma knowledge and/or certification
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