Client Operations Manager

Role Description
Position: Client Operations Manager Reports To: Vice President - Managed
The Client Operations Manager is embedded representative at major client sites. During facility commissioning, they serve as the On-Site Client Liaison, ensuring smooth coordination between our client, subcontractors, and their client.
Once the project is delivered, they transition into account ownership, becoming the trusted local face of the company, backed by technical resources who may be either on or off-site.
Over time, this role may evolve into leading a regional branch, starting with a "mini branch" anchored around the initial client or engagement.
Key Responsibilities

1. Project Liaison During Commissioning

• Serve as the On-Site Client Liaison, supporting seamless coordination between client teams, contractors, and project managers.
• Act as a conduit for day-to-day questions and issue resolution during commissioning- in support of the Project Manager- not as a replacement for.
• Ensure our client is consistently seen as proactive, responsive, and easy to work with.

1. Client Relationship & Account Ownership

• "Walk the halls" to build authentic relationships across the client's organization—know the org chart, where people sit, and how decisions flow.
• Develop a deep understanding of client operations, culture, and decision-making to anticipate needs and build trust.
• Serve as the voice of the customer, capturing insights, feedback, and signals from inside the organization.

1. Agreement Facilitation & Commercial Support

• Act as the steward and facilitator of Managed Services Agreements once sold by the Client Partnerships team.
• Monitor and facilitate delivery against agreement KPIs (i.e. uptime, throughput, cost predictability).
• Keep "ears on the boardroom wall" — observing customer priorities and feeding strategic information to stay in front of opportunities and issues.

1. Operations Support & Mini-Branch Setup

• Supported by the technical service team; provide oversight and client communication during technical interventions.
• Assist in establishing the initial mini-branch operation to serve the anchor client, including local systems, light logistics, and presence.
• Roll up sleeves on technical or coordination tasks as needed to maintain client confidence while building out local capability.

1. Branch Development Pathway

• Once the anchor contract is stable, expand focus to building our clients presence with other clients in the region.
• Develop our clients reputation, visibility, and service offering beyond the initial contract.
• Grow the mini branch into a full branch with broader client coverage, local team leadership, and P&L ownership.

Success Metrics (What "Good" Looks Like)

• Client is a raving fan: highly satisfied, referral ready and provides repeat business
• Commissioning phase proceeds with minimal client friction.
• Mini branch effectively established and supporting the anchor client.
• Evidence of expanding regional influence and client base.
• Demonstrated readiness to step into Branch Manager role as revenue justifies.

Potential Career Path
Client Operations Manager → Senior Client Manager / Branch Development Lead → Branch Manager