Client Operations Manager (WFH | PST | +HMO)

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Client Operations Manager (Remote, Full-Time)

About Yokly:
At Yokly, we empower businesses to focus on what they do best by providing exceptional virtual support that scales with their growth. We’re more than just an outsourcing company—we’re a strategic partner, committed to operational excellence and strong client relationships.

We’re looking for an experienced Client Operations Manager (COM) to join our team. This role is pivotal in ensuring our enterprise clients receive top-tier service, fostering long-term partnerships rooted in value—not tied to any specific agent or manager.

If you’re a strategic thinker with a knack for operations, client management, and leadership—this could be the perfect role for you.

What You’ll Do:
Client Success & Relationship Management
Act as the primary liaison for enterprise clients, ensuring their needs are met with professionalism and efficiency.
Build and maintain strong client relationships based on trust, transparency, and consistent value delivery.
Proactively identify opportunities to support client growth, retention, and satisfaction.

Operational Leadership
Oversee service delivery across multiple teams, ensuring high performance and service quality.
Develop and implement strategies to optimize workflows, improve operational efficiency, and support business scalability.
Monitor key performance indicators (KPIs) related to client satisfaction, resource utilization, and service effectiveness.

Onboarding & Service Delivery
Lead the onboarding process for new clients, ensuring smooth transitions from sales to operations.
Collaborate with internal teams (Sales, IT, HR) to align service delivery with client expectations.
Ensure accurate, timely client reporting, leveraging data to showcase service impact and performance.

Team Leadership
Manage Project and Campaign Managers, providing guidance, accountability, and performance support.
Foster cross-department collaboration to address client needs efficiently and effectively.

Compliance & Risk Management
Ensure adherence to service agreements and compliance standards to mitigate operational risks.
Work closely with internal teams to maintain data security and operational integrity.

Qualifications:
Bachelor’s degree in Business Administration, Operations Management, or a related field.
5+ years of experience in operations management, client success, or account management, preferably in BPO, outsourcing, or SaaS environments.
Proven track record of leading cross-functional teams and managing enterprise-level clients.
Strong communication, negotiation, and relationship-building skills.
Proficiency with CRM tools (e.g., Salesforce), project management platforms (e.g., Asana, Basecamp), and data reporting tools.

Key Competencies:
Strategic Thinking & Problem-Solving
Client-Centric Approach
Operational Excellence & Process Improvement
Financial Acumen & Resource Management
Risk Mitigation & Compliance Awareness

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