Account Operations and Performance Manager
About The Position
The Account Operations and Performance Manager is responsible for driving operational excellence, governance, account performance, risk management, reporting, and continuous improvement across a strategic client account. This highly visible role serves as the operational backbone of the account, ensuring alignment between business strategy and execution while delivering an exceptional client experience. The ideal candidate is a high-energy, organized self-starter with outstanding administrative, SharePoint, communication, presentation, and people leadership skills. They are highly articulate, data-driven, detail-oriented, and capable of leading change, influencing stakeholders, and managing multiple priorities in a fast-paced environment.
Requirements
- Bachelor’s degree in business, Operations, Project Management, Organizational Leadership, or a related field.
- 5–8+ years of experience in operations, account management, program management, business operations, or continuous improvement.
- Experience supporting large, complex client accounts and cross-functional teams.
- Proven success leading change management, performance management, and operational improvement initiatives.
- Exceptional verbal, written, and presentation skills.
- Strong people management, leadership, and stakeholder engagement capabilities.
- Advanced SharePoint administration and content management expertise.
- Strong Microsoft 365 skills (Excel, PowerPoint, Teams, Word, Outlook).
- Proficiency with Google Workspace (Google Sheets, Docs, Slides, Drive, Forms).
- Excellent organizational, administrative, and project management skills.
- Experience with performance dashboards, reporting, and data analytics.
- Strong change management, process improvement, and problem-solving abilities.
Nice To Haves
- Lean Six Sigma certification or experience preferred.
Responsibilities
- Develop and maintain the account performance management program that aligns to client and corporate goals.
- Manage KPI and SLA reporting, scorecards, dashboards, and governance processes.
- Lead root cause analysis, corrective actions, and performance improvement initiatives to resolution.
- Coordinate Quarterly Business Reviews (QBRs), supporting materials and executive-level reporting.
- Ensure strategic account objectives are translated into operational execution.
- Maintain account governance, compliance, and risk management programs.
- Manage contract adherence, amendments, service-level reviews, and change requests.
- Develop and maintain risk registers, issue logs, and escalation processes.
- Facilitate leadership reviews and ensure accountability for performance outcomes.
- Help to provide design concepts, organize, and maintain the account SharePoint environment in conjunction with the Technology Team.
- Develop and maintain account playbooks, onboarding materials, knowledge repositories, and operational documentation.
- Standardize templates, reporting formats, and account communications.
- Lead organizational and operational change management initiatives.
- Partner with leadership teams to improve processes, remove waste, and drive efficiencies.
- Apply Lean, Six Sigma, and continuous improvement principles to enhance performance.
- Develop measures of success and track initiative outcomes across the account.
- Support technology implementations and digital transformation initiatives.
- Partner with technology teams to develop dashboards, automated reporting, and analytics tools.
- Evaluate business impact and ROI of new technologies and process improvements.
- Manage the account’s Rhythm of Business calendar, including meetings, deliverables, surveys, governance activities, and strategic initiatives.
- Coordinate cross-functional activities and ensure timely execution of commitments.
- Support financial and operational processes through effective stakeholder collaboration.
Benefits
- health, vision, and dental insurance
- flexible spending accounts
- health savings accounts
- retirement savings plans
- life, and disability insurance programs
- paid and unpaid time away from work
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
