Account Manager
Core
Operations leader responsible for executing service delivery, ensuring operational excellence, and managing client relationships for a BPO account.
Role type
Senior Account Manager (Operations Leader)
Builds
Client service delivery and operational workflows
Domain
Business Process Outsourcing (BPO) / Customer Service
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
People leadership, financial management (P&L), contract management, continuous improvement, stakeholder communication, data analysis, workflow management, team development
Preferred skills
Experience with multi-service solutions, Microsoft Office expertise, ability to handle confidential information
Technologies
Engage (workflow management system), Microsoft Office
Responsibilities
Oversee contracted operations to meet client and employee needs; manage full employee lifecycle including hiring, training, and performance management; establish and sustain quality service delivery through SOPs; review monthly P&L and manage labor allocations; create and distribute invoices; manage client relationships and present monthly Client Service Reviews; drive continuous improvement and resolve escalated issues.
Seniority
Senior, hands-on IC
