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The Client Operations Manager serves as the primary operational lead for major U.S. and international telecom clients, ensuring:
Flawless delivery of contracted services
Accurate and timely invoice processing
Consistent achievement of Service Level Agreements (SLAs)
This role requires expertise in internal workflow and telecom billing systems, strong cross-functional collaboration, and the ability to navigate a large organization while advocating for client needs and contractual commitments.
Team Locations:
United States
Kolkata, India
Serve as the primary operational point of contact for assigned telecom clients.
Ensure client expectations, deliverables, and timelines are consistently met.
Monitor daily, weekly, and monthly SLA metrics.
Drive internal teams to meet or exceed performance targets.
Proactively identify and escalate operational risks.
Utilize internal workflow, billing, and ticketing systems.
Track, validate, and process high-volume telecom invoices accurately and on time.
Ensure invoice quality and compliance with customer requirements.
Partner with Operations, Finance, Engineering, and Service Delivery teams.
Resolve operational issues and remove process blockers.
Ensure seamless execution of client requirements.
Identify workflow inefficiencies.
Recommend and implement process improvements.
Improve operational speed, accuracy, and customer satisfaction.
Interpret customer contracts.
Ensure adherence to:
Operational obligations
Invoice loading requirements
Reporting standards
Contractual commitments
Prepare recurring operational reports.
Develop:
Invoice summaries
SLA dashboards
Performance metrics
Operational insights
Present results to internal leadership and client stakeholders.
Lead root cause analysis for:
Service failures
Invoice loading issues
Implement corrective actions.
Communicate outcomes and resolutions to clients.
5+ years of experience in client operations, service delivery, or a related field.
Experience managing large, complex client accounts with high transaction volumes.
Excellent verbal and written communication skills with the ability to influence cross-functional teams.
Proven track record of meeting SLAs and driving operational excellence.
Strong analytical, problem-solving, and organizational skills with exceptional attention to detail.
Advanced proficiency with Microsoft Office Suite, including:
Word
Excel
PowerPoint
Outlook
Ability to create detailed reports, spreadsheets, presentations, and documentation.
Demonstrated ability to build and maintain strong professional relationships with clients, colleagues, and stakeholders.
Excellent interpersonal and conflict-resolution skills.
Ability to foster collaboration and trust in fast-paced, team-oriented environments.
Strong customer service orientation with a focus on developing long-term client relationships.
Familiarity with:
Telecom billing structures
Circuit inventory
Service order workflows
Ability to thrive in a fast-paced, matrixed organization.
Knowledge of Business Objects reporting tools.
The successful candidate will consistently achieve:
98%+ SLA attainment
99%+ invoice accuracy
Reduced client escalations
Improved invoice processing cycle times
Faster issue resolution
High client satisfaction and retention
Continuous operational improvements and process efficiencies
Salary Range: $60,000–$80,000 annually, with starting compensation determined based on experience, skills, education, geographic location, and alignment with our overall compensation structure.
Comprehensive Benefits (not limited to):
Medical, dental, and vision insurance
Flexible spending accounts (FSA)
Company-paid life and disability insurance
401(k) retirement plan
Employee ownership through our ESOP
Paid time off (PTO)
Eligibility for incentive compensation program