Senior Manager, Client Experience Excellence
On-siteCape Town, Western Cape, South Africa
Job Summary
Lead and develop a team of Client Experience Managers by establishing expectations for leadership behaviors, conducting performance evaluations, and building succession pipelines. Establish and continuously improve operational standards across the Business Unit, driving consistency in account management, risk governance, and performance reviews. Design escalation frameworks to reduce executive dependency and implement workforce planning strategies that align staffing models with future client demand. Use operational data to identify trends, optimize processes, and drive continuous improvement in SaaS, technology, and AI-enabled environments. This hands-on leadership role requires seamless movement between frontline execution and executive-level conversations to strengthen organizational readiness and operational excellence.
Required Qualifications
- 7+ years of experience in Client Experience, Customer Operations, Service Delivery, Technical Support Operations, or related environments
- 5+ years leading managers who themselves lead operational teams
- Experience supporting SaaS, technology, AI, platform, or high-growth businesses
- Demonstrated success building high-performing operational teams and leadership capability
- Demonstrated success improving manager effectiveness through coaching, feedback, and leadership development
- Experience leading workforce planning, capacity planning, staffing strategies, and organizational readiness initiatives
- Experience driving operational transformation, standardization, or continuous improvement initiatives across multiple programs or business units
- Strong operational governance, performance management, and escalation management experience
- Experience using operational data to drive business decisions and organizational improvement
- Exceptional stakeholder management, communication, and influencing skills
Desired Qualifications
- Experience leading globally distributed operations
- Experience implementing automation, workflow optimization, or AI-enabled service delivery models
- Experience influencing executive stakeholders and presenting operational recommendations at a senior leadership level
- Experience scaling support organizations in rapidly evolving SaaS or technology environments
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