Client Operations Manager

TEOCO•Fairfax, VA

4d•Remote

About The Position

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, and 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. The team is located in the United States and Kolkata, India.

Requirements

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, and 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.

Nice To Haves

Familiarity with telecom billing structures, circuit inventory, and service order workflows.
Ability to thrive in a fast-paced, matrixed organization.
Knowledge of Business Objects reporting tools.

Responsibilities

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, and contractual commitments.
Prepare recurring operational reports.
Develop invoice summaries, SLA dashboards, performance metrics, and operational insights.
Present results to internal leadership and client stakeholders.
Lead root cause analysis for service failures and invoice loading issues.
Implement corrective actions.
Communicate outcomes and resolutions to clients.