Full-Time Manager - Client Operations

Client Operations Manager is responsible for improving client satisfaction by analyzing service delivery metrics and team processes to drive process improvements. As part of the Cielo client services leadership team, this role focuses on empowering the team and leaders to deliver impactful insights and build progressive talent acquisition solutions.

Work Location: US or Europe

Work Arrangement: remote

Work Schedule: standard office hours

Specific requirements: experience in recruitment and operational experience is required.

Duties and Responsibilities:

• Hardwiring best practices, assisting in account stabilization and optimization.
• Understanding and driving delivery analytics for efficiency.
• Focusing on delivery standards and journey mapping.
• Consulting with client service leaders to ensure resource flexibility, scalability, and effective allocation across the portfolio.
• Reviewing trends, opportunities, variability, and business impact, and developing recommendations/alternatives through structured data analysis.
• Partnering with shared services to mitigate disruptions and ensure seamless execution.
• Developing and tracking productivity metrics to meet Service Level Agreements (SLAs).
• Setting and monitoring fill goals.
• Ensuring teams are forecasting appropriately.
• Managing process and technology effectiveness for consistent client and candidate experiences.
• Analyzing and troubleshooting operational issues, developing action plans for remedy.
• Leading change management initiatives during process and procedure launches.
• Coordinating projects, developing programs, and implementing initiatives to enhance experiences.
• Communicating progress, risks, expectations, timelines, milestones, and project metrics to Service Delivery leaders and team members.
• Utilizing subject matter expertise to hardwire new resources and ways of working consistently throughout the organization.
• Driving best practice sharing and operational excellence adoption.
• Developing and delivering training to support teams, increasing operational efficiency, compliance, service, and client satisfaction.
• Performing other duties as assigned.

Experience: Experience in recruitment and operational experience is required.

Functional/Technical Knowledge, Skills and Abilities Required:

• Analytical and problem-solving skills with a focus on Return on Investment (ROI).
• Ability to identify trends, opportunities, determine variability and business impact, and develop recommendations/alternatives using structured data analysis.
• Experience with action planning, execution, and measuring effectiveness, tailoring updates/amendments based on portfolio/client needs.
• Ability to plan and manage multiple initiatives concurrently, formulating and executing individualized plans for client success.
• Strong understanding of continuous process improvement methodology and experience implementing process improvement initiatives.
• Experience using recruitment technologies (Applicant Tracking Systems - ATS) and social media tools.
• Proficiency with Microsoft Suite (Excel, Word, PowerPoint, Outlook, Visio).

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