Boldr

Manager, Client Experience

Boldr

full-time

Posted on:

Location Type: Hybrid

Location: Pasig • Philippines

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Develop and maintain an authentic relationship with all the Client and internal stakeholders.
  • Execute daily and weekly reviews of our operational performance with Client stakeholders and Boldr leadership.
  • Ability to work seamlessly with different departments namely: Implementation, Client Solutions, Finance, IT, People Experience and Office Operations.
  • Communicating and resolving basic to complex inquiries and concerns in an accurate, valid, complete, and timely manner.
  • Create and manage Client contracts such as MSAs and SLAs.
  • Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
  • Root cause analysis, planning and execution to ensure KPIs are met.
  • Partner with Team Captains to ensure documentation is constantly updated and identification of process improvements are sourced with the TC and their team.
  • Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews.
  • Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business growth opportunities.
  • Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
  • Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.
  • Supervise and develop Team Captains through guidance, observation, and performance management activities.
  • As needed, joins the Team Captain on calls with the Client, team huddles or coaching sessions to stay up to date with all Client and team developments.
  • This also provides an opportunity to observe the Team Captain’s presentation, Client communication and coaching skills.
  • Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.
  • Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.
  • Establish, promote, and maintain the Boldr culture within the organization.
  • Understand employee career growth aspirations to enable matching Boldr’s needs with employee abilities.
  • Act as the escalation point for the Team Captains and Senior Team Captains.
  • Responsible for upholding our organization’s values throughout the workplace.
  • Monitor achievement of internal and external KPI’s and ensure Operational Excellence.
  • Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs through motivating, guiding, and holding local operations managers accountable for following SLA.
  • Familiarity with Google Suite of Services is a must for this role.
  • Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr.
  • Experience with Hubspot is a plus.
  • Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations) and collect feedback and drive necessary actions to completion.
  • Coordinate necessary training and best practices related to Tools and Processes.
  • Onboard new hires to ensure they are fully ready to succeed in their role.
  • Lean six sigma knowledge and/or certification is a plus.
  • Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement.
  • Provides input and communication to drive Client Success improvement, for all Clients, enterprise-wide.

Requirements

  • 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.
  • Manipulate Excel or Google Sheets and will be helpful with the reporting work you’ll be responsible for.
  • 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.
Benefits
  • Private Health Insurance
  • Paid Time Off
  • Training & Development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
root cause analysisKPI managementcontract managementdashboard creationreportingpeople managementprocess improvementExcelGoogle SheetsLean Six Sigma
Soft Skills
communicationteam leadershipproblem-solvingactive listeningpresentation skillscoachingfeedback deliveryrelationship buildingconflict resolutionadaptability
Certifications
Lean Six Sigma certification