Client Delivery Manager

Are you passionate about building strong client relationships, driving operational excellence, and delivering exceptional client experiences?

We are looking for a Client Delivery Manager to serve as the primary point of contact for assigned client accounts, ensuring seamless service delivery, effective communication, and continuous improvement. In this role, you will partner closely with Operations and cross-functional teams to address client needs, resolve operational challenges, monitor performance, and strengthen long-term client partnerships.

You will play a key role in translating operational data into actionable insights, leading client business reviews, and ensuring commitments are met. The ideal candidate combines strong relationship management skills with analytical thinking, business acumen, and the ability to influence stakeholders toward shared goals.

If you thrive in a client-facing environment and enjoy turning challenges into opportunities for improvement, we invite you to join our team.

Key Responsibilities

Client Relationship Management

• Serve as the primary day-to-day contact for assigned clients, building trusted and productive working relationships.
• Maintain proactive, timely, and professional communication to address client needs and expectations.
• Monitor client feedback and satisfaction, identifying opportunities to strengthen partnerships and improve the overall client experience.

Client Reviews and Performance Reporting

• Plan and facilitate Weekly, Monthly, and Quarterly Business Reviews with clients.
• Prepare and present performance reports, business review decks, operational trends, and improvement initiatives.
• Translate performance data into actionable recommendations, clear action plans, and measurable objectives.
• Document meeting discussions, decisions, and commitments, ensuring timely follow-through.

Operational Coordination and Issue Resolution

• Collaborate with Operations Managers, Associate Managers, and Team Leads to investigate and resolve client concerns.
• Coordinate with Workforce Management, Training, Human Resources, IT, Quality, and other support teams to address client requests and operational challenges.
• Monitor outstanding issues, track action items, and ensure timely resolution.
• Escalate critical concerns, service delivery risks, and recurring issues to the Director of Client Delivery.

Service Delivery and Continuous Improvement

• Monitor service performance against established Service Level Agreements (SLAs), quality standards, productivity targets, and client expectations.
• Identify performance gaps, emerging risks, and recurring issues that may affect client satisfaction or service delivery.
• Recommend process improvements and collaborate with internal stakeholders to implement corrective and preventive actions.
• Promote accountability, operational consistency, and a customer-first approach across assigned accounts.

Key Performance Indicators (KPIs)

Success in this role will be measured through key performance indicators, including:

• Client satisfaction (CSAT) and overall client health
• Client communication responsiveness and meeting attendance
• Timeliness and completion of business reviews and performance reports
• Action item closure rate
• Issue resolution and escalation response times
• Service Level Agreement (SLA) attainment
• Quality and productivity performance
• Reduction in recurring client issues and operational risks

Qualifications and Success Profile

The ideal candidate demonstrates the following competencies:

• Client Relationship Management: Ability to build trust, manage expectations, and maintain strong professional relationships.
• Communication and Presentation: Excellent verbal and written communication skills, with the confidence to present performance insights and recommendations to clients.
• Analytical Thinking: Ability to interpret operational data, identify trends, assess performance gaps, and recommend practical solutions.
• Operational Acumen: Understanding of service delivery, performance management, SLAs, quality standards, and productivity metrics.
• Problem-Solving: Strong judgment and the ability to coordinate stakeholders in resolving complex issues.
• Project and Action Management: Excellent organizational skills, attention to detail, and consistent follow-through on commitments.
• Stakeholder Collaboration: Ability to work effectively with cross-functional teams and influence outcomes without relying solely on direct authority.
• Accountability and Client Focus: A proactive, solutions-oriented mindset with a strong commitment to service excellence and continuous improvement.

Organizational Structure

• Reports to: Director of Client Delivery
• Key Stakeholders: Operations Managers, Associate Managers, Team Leads, Workforce Management, Training, Human Resources, IT, and Quality
• Direct Reports: None, unless otherwise assigned

Ready to make an impact? If you are a relationship-driven professional who combines strategic thinking with hands-on execution, we encourage you to apply.

Work Location: In person