Operations Manager

About the Role

We are looking for a proactive, detail-oriented, and client-focused Operations Manager to oversee client account management and lead a team of Client Success Managers (CSMs). The role involves managing a portfolio of approximately 25–30 client accounts, ensuring strong client relationships, maintaining service quality, and driving operational excellence.

The ideal candidate will work closely with CSMs to develop and execute client strategies, resolve escalations, monitor account performance, and ensure consistent delivery aligned with client expectations. This role requires strong leadership, excellent English communication, and the ability to take ownership of both client outcomes and team performance.

Key Responsibilities

Client Account Management

Oversee a portfolio of 25–30 client accounts, ensuring client satisfaction, service quality, and long-term relationship growth.

Work closely with CSMs to understand client requirements, develop account-specific strategies, and proactively address client needs.

Monitor account health, client feedback, service delivery, and potential retention risks.

Handle complex client concerns, escalations, and service-related challenges effectively.

Identify opportunities to improve client experience, strengthen relationships, and enhance account performance.

Team Management and Leadership

Lead, mentor, and support the CSM team to achieve client management and operational goals.

Set clear expectations, monitor performance, and ensure accountability across the team.

Conduct regular one-on-one meetings and performance reviews to identify development needs and improve team effectiveness.

Guide CSMs in client communication, expectation management, problem-solving, and strategic account planning.

Foster a collaborative, ownership-driven, and client-first work culture.

Client Strategy and Performance Management

Collaborate with CSMs to develop and implement client-specific strategies and action plans.

Review account performance, service delivery metrics, client feedback, and key performance indicators (KPIs).

Identify recurring issues, operational gaps, and improvement opportunities.

Ensure timely follow-ups on client action items, commitments, and deliverables.

Use performance insights and client feedback to drive continuous improvement and client retention.

Operational Excellence

Establish and maintain structured processes for account tracking, reporting, escalation management, and follow-ups.

Ensure accurate documentation of client interactions, account updates, and action plans.

Coordinate with internal teams to resolve operational challenges and maintain smooth service delivery.

Anticipate potential risks and take preventive action rather than waiting for issues to escalate.

Share regular updates on account health, team performance, challenges, and improvement initiatives with senior management.

Required Skills and Qualifications

Minimum 4-5 years of relevant experience in operations management, client relationship management, account management, or client success.

Prior experience managing a team, preferably a team of Client Success Managers or client-facing professionals.

Proven experience handling multiple client accounts simultaneously.

Excellent verbal and written English communication skills, with the confidence to interact professionally with international clients.

Strong organizational skills and exceptional attention to detail.

Proactive approach to problem-solving, risk identification, and issue resolution.

Strong analytical skills with the ability to monitor KPIs, evaluate performance, and make data-driven decisions.

Ability to prioritize tasks, manage competing deadlines, and maintain high standards of execution.

Strong ownership, decision-making, stakeholder management, and interpersonal skills.

Preferred Qualifications

Experience working with US-based clients or international service delivery teams.

Experience in virtual assistant services, BPO, outsourcing, client success, or a similar service-based business.

Familiarity with CRM systems, project management tools, client reporting, and performance dashboards.

Experience managing client escalations, retention, service quality, and account-level performance.

Pay

Up to ₹60,000.00 per month

Benefits

Provident Fund

Work from home

Ability to commute/relocate

Prahlad Nagar, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Application Question(s)

Are you available to join immediately?

Are you comfortable with the mentioned compensation?

Experience

Team management

2 years (Required)

Language

English (Required)

Work Location

Hybrid remote in Prahlad Nagar, Ahmedabad, Gujarat