Customer Success & Operations Manager | Remote (Manila)

Role OverviewAs a Customer Success & Operations Manager, you will own the post-sale relationship with our highest-value customers. You will act as a trusted advisor to clients while simultaneously overseeing the offshore teams delivering services to them. This role requires an exceptional blend of relationship management, team coordination, and operational problem-solving skills.Apply directly here: https://operationsarmy.com/applicationWhat You'll Do:Account OwnershipServe as the main point of contact for assigned, high-value customer accounts.Build and maintain strong, executive-level relationships with senior client stakeholders.Conduct regular check-ins, Quarterly Business Reviews (QBRs), and performance reviews to drive client retention and growth.Team & Talent OversightSupervise the performance of BPO/offshore staff on client accounts.Ensure work quality, consistency, and team adherence to Standard Operating Procedures (SOPs).Lead issue resolution across people, process, or client expectation gaps, including complex escalations.Operational ExcellenceCreate, document, and maintain standard operating procedures (SOPs) for key delivery processes.Identify inefficiencies or operational gaps and propose system/process improvements to enhance service quality and scalability.Coordinate with internal teams (e.g., Talent, Finance) to align service delivery with client goals.Project Management & ReportingMonitor project progress, timelines, and outcomes for key initiatives.Support the onboarding and transition of new client accounts to ensure a seamless start.Track key metrics and report on account health, workforce performance, and service SLAs.What We're Looking For:Prior, proven experience in customer success, account management, client service, or consulting.Strong problem-solving, written communication, and people management skills.Experience working with international teams, BPOs, or distributed operations is highly preferred.Demonstrated ability to create SOPs, manage multiple competing priorities, and effectively handle escalations.A proactive, thoughtful communicator who can influence both clients and internal delivery teams.Preferred Backgrounds:Ex-consultants (e.g., management consulting, operations).Former account/project managers in tech-enabled service businesses.Experience in verticals such as outsourcing, healthcare operations, recruiting, or enterprise SaaS is a significant plus.Apply directly here: https://operationsarmy.com/application