Apply here: https://operationsarmy.com/application
About Us
We are a growing startup helping fast-growing businesses scale through high-quality offshore talent. We manage large customer accounts and are looking for a strategic, hands-on customer success leader to manage these relationships and ensure operational excellence.
Role Overview
As 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 and oversee the offshore teams delivering services to them. This role requires excellent relationship management, team coordination, and operational problem-solving skills.
What Youll Do
-
Account Ownership
-
Serve as the main point of contact for assigned customer accounts.
-
Build and maintain strong relationships with senior client stakeholders.
-
Conduct regular check-ins, QBRs, and performance reviews.
-
Team & Talent Oversight
-
Supervise BPO staff performance on client accounts.
-
Ensure work quality, consistency, and team adherence to SOPs.
-
Escalate issues and lead resolution across people, process, or client expectations.
-
Operational Excellence
-
Create and maintain standard operating procedures (SOPs).
-
Identify inefficiencies or gaps and propose system/process improvements.
-
Coordinate with internal teams to align delivery and client goals.
-
Project Management
-
Monitor project progress, timelines, and outcomes.
-
Support onboarding and transition of new client accounts.
-
Track metrics and report on account health and workforce performance.
What Were Looking For
-
Prior experience in customer success, client management, or consulting
-
Strong problem-solving, written communication, and people management skills
-
Experience working with international teams, BPOs, or distributed operations
-
Ability to create SOPs, manage multiple priorities, and handle escalations
-
A proactive, thoughtful communicator who can influence both clients and internal 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 ops, recruiting, or enterprise SaaS is a plus
Apply here: https://operationsarmy.com/application