DESCRIPTION

The Senior Client Operations Manager plays a critical leadership role in driving the successful planning, execution, and delivery of large-scale or complex client projects. This position serves as a key point of communication between internal stakeholders and clients for project-related discussions, ensuring work is completed accurately, efficiently, and in alignment with client expectations. The Senior Client Operations Manager provides operational guidance to Client Operations Managers and Coordinators, acts as a subject matter expert for key systems and processes, and leads special projects that support quality execution, process improvement, and client satisfaction.

RESPONSIBILITIES

• Lead end-to-end planning and execution for large or complex client projects, ensuring project objectives are translated into clear deliverables and quality outcomes.

• Partner with Directors, Client Engagement Managers, internal teams, and clients to understand project goals, define requirements, and support successful execution.

• Compile and validate project materials, including store lists, target lists, product lists, billing codes, fulfillment identification numbers, and project information documents.

• Create and load projects in Axis according to established rules, guidelines, timelines, and quality standards.

• Train and support Field Support agents and internal stakeholders on project requirements, processes, and execution expectations.

• Monitor field execution, identify risks or gaps, and take proactive action to ensure work is completed accurately, on time, and in alignment with project specifications.

• Pull and analyze reporting from Axis, SSRS, and related systems to develop insights, recommendations, and performance updates for stakeholders.

• Ensure accurate and timely client invoicing by validating project billing details, resolving discrepancies, and partnering with appropriate internal teams.

• Provide day-to-day direction, coaching, and oversight to Client Operations Managers and Coordinators to support project delivery and team effectiveness.

• Serve as a subject matter expert for critical operational processes and tools, including Axis rules and guidelines, Project Based Billing, Billing Portal, Fulfillment, DCSMs, and related workflows.

• Lead special projects and continuous improvement initiatives, including execution analysis, scorecard reviews, compliance training, field communications, and Project Review Board support.

QUALIFICATIONS

• Proven success in client operations, retail operations, project management, or a related operational leadership role.

• Strong ability to manage large, complex projects with multiple stakeholders, competing priorities, and tight deadlines.

• Excellent verbal and written communication skills, with the ability to clearly convey project updates, expectations, risks, and recommendations.

• Demonstrated ability to build effective working relationships across all levels of the organization and collaborate with clients, field teams, and internal partners.

• Strong analytical, problem-solving, and decision-making skills with sound judgment and attention to detail.

• Consultative and collaborative leadership style with the ability to coach, guide, and influence others without direct authority.

• Ability to interpret reporting, identify trends, and recommend action steps that improve execution, quality, and client outcomes.

Performance Metrics

• Scorecard metrics for project loading, QA and invoicing.

Education: Four-year college degree in a related discipline strongly preferred.

Experience: Previous experience in Client Operations, Retail Operations, Project Management, or a similar role required. Prior experience supervising or providing direction to associates strongly preferred.

Specific Skills: Proficiency in Microsoft Office applications required, including intermediate to advanced Excel skills. Experience using Axis, SSRS, billing systems, fulfillment tools, or related operational platforms preferred.

Supervisory Responsibilities: Provides indirect supervision, direction, and support to Client Operations Managers and Client Operations Coordinators.

Travel Requirements: Approximately 10% to 20% domestic travel may be required.

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ABOUT US

Acosta is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey.

Specializing in retail sales services, digital strategy, and business intelligence, Acosta empowers brands to thrive in the world of omnichannel shopping. Our sales and digital teams build lasting relationships, ensuring our client brands get the space they deserve in stores and outperform the competition online, while our merch reps make brands shine in retail locations across the world.

But it’s not just about what we do – it’s about who we are. With a team of over 20,000 associates, we’re a community of forward-thinking, value-driven professionals committed to an unmatched level of trust and transparency in the industry. And, we understand the importance of work-life balance, which is why many of our field roles provide our associates with flexible scheduling options. Join us and be a part of a team that values growth and making a real impact for our clients, retail partners and their customers.

Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact AskHR@acosta.com . Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request.

Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.

The Acosta Group utilizes E-Verify for validating the ability to work in the United States for all job candidates. If you want more information on what this entails and your rights as a job applicant, please use the link provided to access information on our use of E-Verify and your right to work. Employer Resources (e-verify.gov)

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Acosta, and its subsidiaries, is an Equal Opportunity Employer

Job Category: Retail

Position Type: Full time

Business Unit: Sales

Salary Range: $61500.00 - $75000.00

Company: Acosta Employee Holdco LLC

Req ID: 32094

Employer Description: US_ACOSTA_EMPLOYER DESC

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