Sr. Client Operations Specialist (45661)

STRATACACHE GROUP•Boise, ID

1d•Onsite

About The Position

STRATACACHE delivers in-store retail experience transformation and exceptional customer journeys through a wide array of marketing technology. Our solutions enable retailers to learn deeply about their customers’ shopping preferences and behaviors, delivering targeted promotional or task-based messaging on any digital display. With 3.3 million+ software activations globally, we power the biggest digital networks for the world’s largest brands. Across the STRATACACHE family of complementary Marketing Technology solution companies, we have the technology, expertise, and track record to bring retail innovation that delivers results. STRATACACHE values our employees – in addition to the opportunity to join a collaborative team and do interesting work, we offer competitive compensation to our employees. Our comprehensive offerings include major medical, dental, vision, and disability insurance options as well as Employee Benefit Time, matching 401K, corporate discounts, and an Employee Assistance Program. We’ll be happy to tell you more during the interview process! The Senior Client Operations Specialist is responsible for overseeing the deployment, operational support, and ongoing optimization of Stratacache’s in-store digital media network for Albertsons. This role serves as a key operational liaison between the customer and Stratacache’s internal teams, ensuring deployments are executed efficiently, operational issues are resolved promptly, and contractual and financial obligations are managed accurately. This position requires a strong combination of operational leadership, customer-facing communication, and cross-functional coordination in a fast-paced, multi-location retail environment.

Requirements

Bachelor’s degree or equivalent professional experience.
Minimum of 5 years of experience in operations, program management, or field services coordination.
Proven experience working cross-functionally with engineering, support, and finance teams.
Strong customer-facing communication and stakeholder management skills.
Experience coordinating third-party vendors and service providers.
Proficiency with project management and collaboration tools (e.g., Smartsheet, Slack).
Experience with ERP, ticketing, or service management systems (e.g., NetSuite, ServiceNow).
Ability to manage multiple priorities in a fast-paced, operationally complex environment.

Nice To Haves

Experience supporting large-scale retail or multi-location deployments.
Background in digital signage, in-store media networks, IoT, or technology-enabled retail solutions.
Prior experience working on-site with enterprise customers.
Familiarity with hardware deployments and field service operations.
Experience with process improvement and operational optimization initiatives.

Responsibilities

Partner with internal and customer project teams to define deployment scope for individual initiatives and expansions.
Coordinate with third-party vendors and contractors to execute on-site deployments and hardware installations.
Track deployment progress and milestones, proactively identifying and mitigating risks.
Manage deployment schedules, dependencies, and resource requirements across multiple store locations.
Maintain accurate deployment documentation and reporting.
Serve as the primary point of contact for day-to-day operational issues related to the in-store media network.
Work closely with Stratacache Support and Engineering teams to troubleshoot and resolve technical issues.
Coordinate on-site service visits with third-party field service providers as required.
Monitor incident trends and collaborate with internal teams to improve system reliability and operational performance.
Ensure timely communication and follow-up with customer stakeholders regarding issue resolution.
Coordinate with internal Finance teams to ensure timely and accurate invoices to the customer.
Assist in managing vendor relationships, including performance tracking and issue escalation.
Act as a bridge between customer stakeholders and internal Stratacache teams, including Engineering, Support, Finance, and Account Management.
Participate in regular operational and status meetings with internal and customer teams.
Support continuous improvement initiatives by identifying process gaps and recommending operational enhancements.
Contribute operational insights and lessons learned to inform future deployments and expansions.
Support the Account Management team in maintaining a high level of customer satisfaction.
Assist with preparation of operational reports, summaries, and customer presentations.
Build trusted relationships with on-site customer teams through consistent communication and follow-through.
Represent Stratacache professionally in all customer interactions.