Oversee high-impact accounts focused on customer support and customer experience workflows.
Responsible for the overall success and health of direct client accounts.
Ensure excellence in service delivery, data accuracy, and value generation.
Advocate for operational improvements, resourcing alignment, and innovation in delivery.
Support (Senior) Team Captains in leading the teams and service commitments.
Serve as the senior point of contact for strategic clients.
Build a deep understanding of each client’s business model and goals.
Go beyond monitoring KPIs; connect performance metrics to business outcomes.
Interpret and tell the story behind the data: metrics inform joint strategy.
Partner with clients to identify opportunities for process improvement and value-added services.
Lead business reviews and strategic discussions grounded in insights and outcomes.
Proactively surface insights that help clients improve decision-making and growth strategies.
Lead, mentor, and grow a team of (Senior) Team Captains across geographies.
Drive a culture of operational excellence and professional development.
Guide TCs in building effective team structures and high-performing cultures.
Support Boldr Managers and partners through collaboration and feedback.

5+ years of experience in client success, operations, or service delivery. Preferably within BPO, SaaS, or data-heavy environments.
4+ years of direct people leadership experience, with a proven track record of growing and mentoring managers or team leads.
5+ years in a Client facing role
Strong understanding of Customer Support, Customer Experience and related workflows.
Strategic mindset with the ability to balance long-term vision with tactical execution.
Experience managing cross-functional stakeholders and navigating complex client environments.
Exceptional communication, presentation, and client relationship skills.
Strong in Google Workspace (Sheets, Docs, Slides); experience with HubSpot, Zendesk, or BI tools is a plus.

Senior Manager, Client Experience

Key skills