Manager, Client Experience

Boldr

Client Experience Manager strengthening client relationships and BPO operations for Boldr, a global B-Corp. Managing Team Captains, KPIs, billing, training, and continuous improvement.

Posted 8/12/2026full-timeMerida • 🇲🇽 MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong client relationship management and operational performance oversight, with a focus on team development and accountability. Proficient in data analysis, reporting, and process improvement to drive client satisfaction and business growth.

Highest-signal resume keywords

Client Relationship ManagementPeople ManagementOperational Performance OversightData Analysis and ReportingLean Six Sigma Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ExcelGoogle SheetsDashboard CreationRoot Cause AnalysisPerformance ReportingProcess ImprovementClient KPI AchievementDocumentation MaintenanceInvoicing ManagementBusiness Growth Identification

Soft Skills

Active ListeningPublic SpeakingConflict ManagementCoaching and DevelopmentProactive Adaptability

Tools & Technologies

Google SuiteHubSpot

Certifications & Qualifications

Lean Six Sigma Certification

Industry Keywords

BPOStaffingTechnologyBusiness ServicesClient Success

About the role

Key responsibilities & impact

Maintain and nurture Boldr’s Client relationships
Develop and empower Team Captains to succeed
Take accountability for Client and team success, quality, operational performance, and commitments
Foster a healthy working environment and represent Boldr to Clients and internal departments
Manage global teams and oversee daily operations
Handle day-to-day Client communication, performance reporting, training, and escalation management
Develop and maintain relationships with Client and internal stakeholders
Review operational performance with Client stakeholders and Boldr leadership
Collaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations
Resolve basic to complex inquiries and concerns accurately and promptly
Create and manage MSAs and SLAs
Manage Team Captains and monitor SLA compliance and Client KPI achievement
Conduct root cause analysis and execute plans to meet KPIs
Maintain documentation and identify process improvements
Facilitate Client Business Reviews with the SBU Head
Identify business growth opportunities within Client organizations
Update HubSpot deal cards and ensure items are invoiced
Follow up on invoicing, pricing discrepancies, and billing issues
Supervise, develop, coach, and performance-manage Team Captains
Support Client calls, team huddles, and coaching sessions as needed
Create development plans and conduct progressive counseling when necessary
Provide constructive feedback and foster continuous improvement
Promote Boldr culture and organizational values
Support employee career growth and match capabilities to organizational needs
Act as escalation point for Team Captains and Senior Team Captains
Monitor internal and external KPIs and ensure operational excellence
Hold local operations managers accountable for SLA adherence
Maintain Client schedules and drive actions to completion
Coordinate training and best practices for tools and processes
Onboard new hires
Gather feedback and drive enterprise-wide Client Success improvements

Requirements

What you’ll need

3+ years in a client-facing role, such as Operations Manager
3+ years’ knowledge of BPO, staffing, technology, or other business services industries
3+ years of people management experience
Ability to manipulate Excel or Google Sheets for reporting
Ability to create dashboards and provide stakeholder visibility
Ability to identify root causes and design and execute action plans
Ability to listen actively, ask appropriate questions, and avoid interruptions
Ability to maintain open dialogue with external and internal Client partners
Ability to read, research, and draft letters, emails, and documents
Ability to identify complex problems, evaluate options, and implement solutions
Public speaking and presentation delivery skills
Familiarity with Google Suite of Services is a must, including Gmail, Drive, Sheets, Slides, and Docs
Experience with HubSpot is a plus
Lean Six Sigma knowledge and/or certification is a plus
Analytical and critical thinking with strong attention to detail
Client satisfaction focus
Proactive, self-motivated, adaptable, and responsive
Servant leadership and ability to manage conflict
Ability to perform and delegate appropriately

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Boldr Website LinkedIn All Job Openings 501 - 1000 employees 💼 Consulting 📦 Logistics 📣 Marketing Consulting
Logistics
Marketing Boldr is a global company that specializes in managed outsourcing and global employment services. The company prides itself on being a certified B Corporation, focusing on ethical outsourcing by building teams that are an extension of the client's brand. Boldr provides a wide array of services including customer experience support, engineering, data, and technical services, primarily targeting industries such as eCommerce and SaaS. It is committed to creating circular value for its clients, careers of its team members, and the communities it operates in, aligning with principles of social sustainability and impact. With a strong emphasis on creating a sense of purpose and belonging, Boldr offers expertise in global recruiting, onboarding, and performance management, supporting over 100 client partners globally. Manager, Client Experience 🔥 2 minutes ago 🏢🏡 Merida – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Maintain and nurture Boldr’s Client relationships
Develop and empower Team Captains to succeed
Take accountability for Client and team success, quality, operational performance, and commitments
Foster a healthy working environment and represent Boldr to Clients and internal departments
Manage global teams and oversee daily operations
Handle day-to-day Client communication, performance reporting, training, and escalation management
Develop and maintain relationships with Client and internal stakeholders
Review operational performance with Client stakeholders and Boldr leadership
Collaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations
Resolve basic to complex inquiries and concerns accurately and promptly
Create and manage MSAs and SLAs
Manage Team Captains and monitor SLA compliance and Client KPI achievement
Conduct root cause analysis and execute plans to meet KPIs
Maintain documentation and identify process improvements
Facilitate Client Business Reviews with the SBU Head
Identify business growth opportunities within Client organizations
Update HubSpot deal cards and ensure items are invoiced
Follow up on invoicing, pricing discrepancies, and billing issues
Supervise, develop, coach, and performance-manage Team Captains
Support Client calls, team huddles, and coaching sessions as needed
Create development plans and conduct progressive counseling when necessary
Provide constructive feedback and foster continuous improvement
Promote Boldr culture and organizational values
Support employee career growth and match capabilities to organizational needs
Act as escalation point for Team Captains and Senior Team Captains
Monitor internal and external KPIs and ensure operational excellence
Hold local operations managers accountable for SLA adherence
Maintain Client schedules and drive actions to completion
Coordinate training and best practices for tools and processes
Onboard new hires
Gather feedback and drive enterprise-wide Client Success improvements 🎯 Requirements
3+ years in a client-facing role, such as Operations Manager
3+ years’ knowledge of BPO, staffing, technology, or other business services industries
3+ years of people management experience
Ability to manipulate Excel or Google Sheets for reporting
Ability to create dashboards and provide stakeholder visibility
Ability to identify root causes and design and execute action plans
Ability to listen actively, ask appropriate questions, and avoid interruptions
Ability to maintain open dialogue with external and internal Client partners
Ability to read, research, and draft letters, emails, and documents
Ability to identify complex problems, evaluate options, and implement solutions
Public speaking and presentation delivery skills
Familiarity with Google Suite of Services is a must, including Gmail, Drive, Sheets, Slides, and Docs
Experience with HubSpot is a plus
Lean Six Sigma knowledge and/or certification is a plus
Analytical and critical thinking with strong attention to detail
Client satisfaction focus
Proactive, self-motivated, adaptable, and responsive
Servant leadership and ability to manage conflict
Ability to perform and delegate appropriately Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score View More Customer Success Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates About us Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course Remote Job Search MasterClass AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs