Client Operations Manager

We are seeking a dedicated and experienced Client Operations Manager to oversee and manage one of our client accounts located in the New York area. This role will require the individual to visit client locations occasionally, and serve as the primary point of contact for addressing performance and training issues for both operational and non-operational employees. The ideal candidate will have a strong background in program oversight, combined with management and training experience to ensure seamless operations and client satisfaction.

Job Duties:

• Client Management:
  • Act as the primary liaison between the client and internal teams, ensuring effective communication and alignment with client needs.
  • Visit client locations regularly to assess operations, meet with leadership, and address performance and/or training issues.
  • Build and maintain strong relationships with client stakeholders, employees, and external partners.
• Training and Development:
  • Conduct onboarding and orientation sessions for new hires, ensuring alignment with client protocols and expectations.
  • Design and deliver ongoing training programs to address client-specific needs, including regulatory updates and best practices.
  • Support employee development initiatives to enhance skills and improve service delivery.
  • Develop and deliver quality improvement coaching and training, leveraging data to recommend materials and skills necessary to increase quality and ensure safety.
  • Manage training requirements and schedules, recommending process improvements based on business intelligence.
  • Act as a mentor to new staff, providing realistic expectations and continuous feedback.
• Operational Oversight:
  • Monitor staffing metrics and work with leadership and Human Resources (HR) to address gaps in workforce coverage.
  • Collaborate with recruiting and HR teams to ensure timely and quality hires.
  • Support the client in developing and implementing policies to enhance operational effectiveness.
  • Perform quality assurance visits to assess staff proficiencies and recommend or implement training improvements.
  • Develop and implement continuing education programs.
  • Assist with policy and program development as required.

Minimum Qualifications:

• Bachelor’s degree in a relevant field; Master’s degree preferred.
• Five years of management experience, including experience in operational or program oversight.
• Experience in client relationship management and employee training and development.
• Familiarity with IT and healthcare programs is strongly preferred.
• Strong leadership and communication skills (oral and written).
• Fluent in French preferred
• Excellent critical thinking and problem-solving abilities.
• Ability to work independently, manage multiple priorities, and meet deadlines.
• Proficient in Microsoft Office Suite and other relevant applications required for the job.
• Must be able to travel up to 40% of the time and hold a valid passport for travel to Canada.