Client Operations Support

Role Summary

The Senior Client Support Operations Manager oversees daily support operations and service delivery for enterprise telecommunications environments. This role coordinates response to service disruptions, operational issues, and planned maintenance while providing proactive communication and reporting to support service stability and customer satisfaction.

Responsibilities

• Monitor service outages and coordinate incident response and resolution activities.
• Manage escalations based on business impact, urgency, and service requirements.
• Coordinate cross-functional resources to support timely issue resolution, service restoration, and operational stability.
• Maintain clear and timely communication with customers and internal stakeholders regarding service issues and resolution activities.
• Plan and coordinate scheduled maintenance activities and support operational readiness for planned work.
• Analyze service trends, identify operational risks, and recommend opportunities to improve service delivery.
• Develop customized performance reports, operational metrics, and service insights.
• Determine appropriate communication and escalation approaches based on business impact and individual circumstances.
• Support Quarterly Business Reviews by preparing accurate and relevant operational information.
• Manage multiple priorities and exercise sound judgment when balancing customer requirements with broader operational priorities.

Qualifications

• Experience managing customer support operations, service delivery, account support, or a related function.
• Strong coordination, communication, and stakeholder management skills.
• Ability to assess complex situations and make effective decisions independently.
• Strong problem-solving skills and attention to detail.
• Experience using support, incident management, and reporting tools.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Relevant education, training, certifications, or equivalent practical experience.
• Ability to work on-site in Dallas, Texas, two days per week.
• Must be authorized to work in the United States.

Publishing Pay Range: $40.00 - $45.00 hourly

This position offers a hybrid schedule, with time split between the office and remote work.