Sr Client Support Operations Manager

Hi,

Job Title: Senior Client Support Operations Manager

Location: Dallas, TX

Duration: 12 months with high possibility of extension.

Position Summary

The Senior Client Support Operations Manager will serve as part of a seven-person support team with responsibility for day-to-day support operations and a high level of client service for the client's account.

Technical training and assistance to access all support tools are provided.

Scope of Work to Be Performed

• Provide day-to-day operational support for customer outages and service-related issues.
• Manage significant business matters such as overall account health, customer support operations, service performance, and client relationship management.
• Coordinate outage responses, planned maintenance activities, and service stewardship.
• Partner with cross-functional teams to maintain operational stability and timely service restoration.
• Provide proactive customer communication, performance insights, and service reporting.
• Support Quarterly Business Reviews and develop other custom reporting.
• Apply independent judgment to business matters affecting customer experience, service delivery, and account stability.

Key Responsibilities

• Monitor customer outage events and coordinate incident response and resolution efforts.
• Drive escalations based on business impact, urgency, and customer needs.
• Coordinate cross-functional resources to support timely issue resolution, service restoration, operational stability, and customer experience
• Maintain clear and timely communication with customers and internal stakeholders.
• Plan and oversee scheduled maintenance activities and confirm operational readiness for planned work.
• Identify service trends, evaluate operational risks, and recommend actions to improve service delivery and customer satisfaction.
• Develop and provide customized reporting and performance insights.
• Determine appropriate communication and escalation strategies based on individual situations and business impact.
• Recommend actions to improve service delivery and customer satisfaction.
• Participate in Quarterly Business Reviews and ensure information is accurate, relevant, and aligned with business objectives.
• Prioritize multiple issues and make independent decisions that balance client needs with broader business priorities.

Requirements

• Ability to exercise discretion and independent judgment when managing significant business matters.
• Work at the client’s Corporate Headquarters in Dallas, Texas, two times per week.
• Ability to interpret complex situations, and the discretion to make decisions that support both client needs and broader business priorities.
• Strong coordination, communication, and account management skills to maintain operational stability and support client needs effectively.

If you are interested in this opportunity, please submit your updated resume in MS Word format along with your expected hourly rate to [Insert contact email or Phone #].

Best Regards,

Rick P