Customer Success & Operations Manager

Mexico City - Mexico

Monthly Salary: Not Disclosed

Posted on: 23-10-2025

Vacancies: 1 Vacancy

Job Summary

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.

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What Youll 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 Were 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:

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 r...

Key Skills

Six Sigma
Lean
Management Experience
Process Improvement
Microsoft Outlook
Analysis Skills
Warehouse Management System
Operations Management
Kaizen
Leadership Experience
Supervising Experience
Retail Management

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About Company

OpsArmy

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Customer Success & Operations Manager

Mexico City - Mexico

Job Summary

Role Overview

What Were Looking For:

Preferred Backgrounds:

Role Overview

What Were Looking For:

Preferred Backgrounds:

Key Skills

About Company

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