Manager, Client Operations

Responsibilities

Team Leadership & Development

• Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance.
• Set goals and performance expectations aligned with departmental objectives.
• Provide coaching, feedback, and professional development opportunities.
• Oversee workload allocation to balance capacity, productivity, and service quality.
• Manage recruitment, onboarding, and training.

Client & Cross-Functional Partnership

• Partner with client-facing teams and stakeholders on project requirements and timelines.
• Anticipate client and partner needs and provide proactive solutions.
• Coordinate with Implementation, Product, and Operations teams on project execution and issue resolution.
• Communicate updates, progress, and risks to senior leadership and stakeholders.

Operational Execution & Process Improvement

• Oversee multiple concurrent projects, ensuring on-time delivery and quality standards.
• Identify and implement process improvements that increase efficiency, scalability, and accuracy.
• Monitor team metrics and performance dashboards to drive accountability and continuous improvement.
• Standardize best practices and optimize end-to-end workflows.

Training, Quality & Standards

• Establish and maintain quality and consistency standards.
• Track cost, risk, and efficiency gains from automation initiatives.
• Lead quality reviews, identify trends, and coach the team on improvement opportunities.
• Maintain training resources and standard operating procedures (SOPs).
• Ensure adherence to SOPs, service-level agreements (SLAs), and checklists.

Client Operations Oversight

• Champion automation, AI tools, and workflow technology to reduce manual work, operating costs, and risk through a human-in-the-loop model.
• Ensure account activities meet accuracy, compliance, and operational standards.
• Serve as the escalation point for complex account issues and operational blockers.
• Collaborate cross-functionally to resolve escalations and improve processes.
• Maintain account activity records, identify recurring trends, and recommend workflow and SOP enhancements.

Requirements

• 8 years of professional experience in customer success or related roles.
• 3 years of experience managing and developing high-performing teams.
• Advanced leadership, coaching, and team development skills.
• Strategic thinking and operational planning abilities.
• Strong problem-solving, decision-making, and analytical capabilities.
• Experience using data to improve performance, achieve team KPIs, and enhance client satisfaction.
• Proficiency with relevant systems, tools, and metrics-driven management.
• Stakeholder management and cross-functional collaboration skills.
• Comfort with AI and automation tools, including identifying opportunities to replace manual steps without compromising accuracy or compliance.
• Experience establishing new processes, teams, or functions in ambiguous environments.
• Extensive experience in operations, client services, or data management within SaaS, fintech, or technology organizations.

Compensation & Benefits

• Competitive pay: 17,800–22,300 PLN gross on a contract of employment (CoE).
• Annual training budget of 3,500 PLN gross.
• Access to e-learning platforms.
• Fully paid private healthcare through LuxMed.
• Worksmile platform with a monthly top-up.
• Subsidized meals and snacks, depending on office location.
• Laptop and essential work equipment.
• Modern office space in Kraków city centre.
• Company library, social activities, and employee referral program.
• Relocation package within Poland.