Sr. Manager, Client Satisfaction Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Manager, Client Satisfaction Operations based in India. This is a senior operations leadership role focused on delivering a consistently high-quality client experience across a dedicated support function. You will oversee daily operations, team performance, service levels, and key performance indicators while ensuring business objectives are met. The role combines people leadership, operational discipline, stakeholder management, and continuous performance improvement. You will work closely with internal teams and senior stakeholders to identify priorities, resolve challenges, and maintain strong service delivery. The position offers the opportunity to shape team performance, strengthen operational processes, and contribute directly to client satisfaction. This is a remote opportunity in India with rotational night-shift hours.

Accountabilities

• Lead and oversee the day-to-day operations and performance of the Client Satisfaction team, ensuring consistent delivery against departmental objectives.
• Establish, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs), taking corrective action when targets are at risk.
• Ensure operational activities remain compliant with applicable external regulations and internal policies.
• Evaluate team and departmental performance, track progress against objectives, and provide regular reporting to senior leadership.
• Lead, coach, and support team members, creating an environment focused on accountability, collaboration, and continuous improvement.
• Partner with cross-functional teams and internal stakeholders to understand business needs and ensure client satisfaction objectives are effectively supported.
• Support workforce planning and staffing activities, including interviewing, hiring, onboarding, training, development, and annual performance evaluations.
• Prepare accurate operational reports and performance insights for the Director and executive stakeholders.
• Identify operational challenges and opportunities for improvement, helping strengthen processes, service quality, and overall team effectiveness.
• Promote a positive team culture based on collaboration, professionalism, ownership, and a strong focus on results.

Requirements

• Demonstrated experience successfully leading and managing teams, ideally within client satisfaction, customer support, service operations, or a related operational environment.
• Strong understanding of operational performance management, including KPIs, SLAs, reporting, and service-quality measurement.
• Proven ability to manage competing priorities while maintaining high standards of service delivery and operational accuracy.
• Excellent written, verbal, and interpersonal communication skills, with the ability to communicate effectively with employees, peers, stakeholders, and senior leadership.
• Strong conflict-resolution, active-listening, and problem-solving skills, with a professional and solutions-oriented approach.
• Ability to analyze and present numerical and operational data clearly to support decision-making.
• Strong writing and editing skills, including the ability to adapt communication style to different audiences and business situations.
• Demonstrated ability to collaborate effectively, remain objective, welcome diverse perspectives, and both give and receive constructive feedback.
• High emotional intelligence, sound judgment, and a people-first leadership approach.
• Strong organizational skills and the ability to operate effectively in a fast-paced, performance-driven environment.
• Willingness and availability to work rotational night shifts, based on business requirements.
• Ability to work remotely while maintaining strong communication, accountability, and team engagement.

Benefits

• Competitive compensation.
• Remote working opportunity in India.
• Healthy and collaborative work culture.
• Career growth and advancement opportunities.
• Learning and professional development opportunities.
• Company-sponsored health insurance.
• Employee referral award program.
• Company-provided IT equipment.
• Opportunity to lead and develop a client-focused operations team.
• Exposure to cross-functional collaboration and senior-level operational decision-making.

How Jobgether Works We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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