Customer Success & Operations Manager | Remote (Colombia)

Role Overview

As a Customer Success & Operations Manager, you will own the post-sale relationship with our highest-value customers. You will act as a trusted advisor to clients while simultaneously overseeing the offshore teams delivering services to them. This role requires an exceptional blend of relationship management, team coordination, and operational problem-solving skills.

Apply directly here: https://operationsarmy.com/application

What You'll Do:

• Account Ownership
  • Serve as the main point of contact for assigned, high-value customer accounts.
  • Build and maintain strong, executive-level relationships with senior client stakeholders.
  • Conduct regular check-ins, Quarterly Business Reviews (QBRs), and performance reviews to drive client retention and growth.
• Team & Talent Oversight
  • Supervise the performance of BPO/offshore staff on client accounts.
  • Ensure work quality, consistency, and team adherence to Standard Operating Procedures (SOPs).
  • Lead issue resolution across people, process, or client expectation gaps, including complex escalations.
• Operational Excellence
  • Create, document, and maintain standard operating procedures (SOPs) for key delivery processes.
  • Identify inefficiencies or operational gaps and propose system/process improvements to enhance service quality and scalability.
  • Coordinate with internal teams (e.g., Talent, Finance) to align service delivery with client goals.
• Project Management & Reporting
  • Monitor project progress, timelines, and outcomes for key initiatives.
  • Support the onboarding and transition of new client accounts to ensure a seamless start.
  • Track key metrics and report on account health, workforce performance, and service SLAs.

What We're Looking For:

• Prior, proven experience in customer success, account management, client service, or consulting.
• Strong problem-solving, written communication, and people management skills.
• Experience working with international teams, BPOs, or distributed operations is highly preferred.
• Demonstrated ability to create SOPs, manage multiple competing priorities, and effectively handle escalations.
• A proactive, thoughtful communicator who can influence both clients and internal delivery teams.

Preferred Backgrounds:

• Ex-consultants (e.g., management consulting, operations).
• Former account/project managers in tech-enabled service businesses.
• Experience in verticals such as outsourcing, healthcare operations, recruiting, or enterprise SaaS is a significant plus.

Apply directly here: https://operationsarmy.com/application