The Senior Manager, Operations is responsible for leading operational strategy and execution for assigned large client account team(s), including sales support, workforce planning, onboarding, contracting, compliance, forecasting, and reporting. As a senior operational partner to client-facing project teams, this position ensures scalable processes, accurate data, effective communication, and timely deliverables that support business objectives.

The Senior Manager will provide operational oversight, drive accountability across workstreams, identify and lead process improvement opportunities. This position partners closely with recruiting, resourcing, marketing, finance, legal, compliance, and shared services to improve operational effectiveness, strengthen account performance, and support efficient and compliant service delivery.

Essential Job Functions

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.

Duties and Responsibilities

Lead daily operations for assigned client account team(s), ensuring operational, compliance, financial, staffing, and reporting objectives are met.
Drive workforce planning and recruiting prioritization, including maintaining role requirements, tracking resourcing needs, anticipating future demand, partnering with recruiting and resourcing leaders to address critical needs.
Execute regular team succession planning to evaluate the long-term team structure, assess developmental needs of resources and propose changes to enhance team and/or individual success.
Drive compliance activities related to client Vendor Management Systems (VMS), onboarding requirements, contracting workflows, and internal company standards.
Lead forecasting and reporting activities, including revenue projections, utilization, headcount planning, staffing pipeline visibility, and profitability-related analysis.
Develop, maintain, and enhance operational, staffing, financial, and compliance reporting to support leadership decision-making.
Analyze business performance metrics, staffing funnel data, onboarding progress, and operational KPIs to identify trends, risks, and opportunities and recommend appropriate actions.
Support sales enablement activities such as preparing account planning documents, coordinating account planning workshops, assisting with marketing activities, etc.
Maintain account qualification portfolio, including documentation of executed workstreams.
Identify operational gaps and lead cross-functional corrective actions to improve efficiency, quality, scalability, and compliance.
Serve as a subject matter expert for operational processes, systems, and client requirements, acting as a liaison across business functions to achieve desired results.
Develop and maintain standard operating procedures, process documentation, operational controls, and governance routines.
Lead or influence special projects and cross-functional initiatives that improve account operations, reporting accuracy, process consistency, or service delivery outcomes.

Desired Competencies

Strategic Thinking – Using data and insights to identify trends and drive appropriate action
Detail Oriented – Executing all tasks with precision and ensuring data accuracy
Active Leadership – Balances team leadership with hands-on execution of account responsibilities
Accountability – Holding self and others accountable to meet commitments
Action Oriented – Embracing new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
Communicates Effectively – Develops and delivers written and verbal communication that conveys clear understanding of different audiences and their levels of comprehension. Active listener to ensure clear understanding
Customer Focused – Builds strong relationships and delivers customer-centric solutions
Optimizes Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement while driving needed change