Senior Manager, Client Experience

Role Overview

• Serve as the senior point of contact for strategic clients.
• Build a deep understanding of each client’s business model, goals, and what success truly means for them.
• Go beyond monitoring KPIs—connect performance metrics (e.g., CSAT, data accuracy, turnaround times) to business outcomes (e.g., churn reduction, campaign effectiveness, customer retention).
• Interpret and tell the story behind the data: What do the metrics mean, and how do they inform our joint strategy?
• Partner with clients to identify opportunities for process improvement, automation, and value-added services.
• Lead business reviews and strategic discussions grounded in insight and outcomes, not just reporting.
• Proactively surface insights that help clients improve their own decision-making and growth strategies.
• Lead, mentor, and grow a team of (Senior) Team Captains (TCs) supporting teams across multiple geographies.
• Drive a culture of operational excellence, continuous improvement, and professional development.
• Monitor and manage client KPIs and SLAs, but place equal focus on whether we’re moving the needle on outcomes that matter most to clients.
• Guide TCs in building effective team structures and nurturing high-performing team cultures.
• Support other Boldr Managers and partners through collaboration, providing constructive and candid feedback, and aligned leadership to foster a strong, unified team environment.
• Help initiate and energize internal engagement activities, including Town Halls and Spotlight Events, ensuring high participation, relevance, and engagement.
• Regularly connect with Team Members across teams, actively listening, gathering feedback, and relaying insights to your leadership team, and to relevant Boldr leaders to help inform people strategies and support Team Member success.
• Oversee service delivery operations for your Clients.
• Ensure accurate reporting and tracking of client metrics, team performance, and insights.
• Collaborate with internal stakeholders to ensure seamless service delivery.
• Proactively manage capacity, staffing, and resource planning to meet evolving client needs.
• Assist in ensuring that operational planning for events, meetings, and initiatives is executed with excellence and aligns with Boldr’s standards.
• Stay informed on CS and CX trends and best practices to help clients optimize their workflows, and to make strategic recommendations.
• Stay up to date on developments in AI and its impact on clients and the outsourcing industry, in order to help Boldr and its clients optimize workflows and evolve their strategies.
• Partner with clients & internal Boldr SME’s to explore opportunities for automation, tooling, and smarter workflows.
• Contribute to the evolution of Boldr’s Customer Support offering by sharing client insights and surfacing service development needs.
• Identify themes and opportunities emerging from Team Member feedback and local engagement activities, and share these with leadership to help inform future initiatives and improvements.
• Familiarity with Google Suite of Services is a must for this role.
• Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr
• Experience with Hubspot is a plus.
• Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations), collect feedback, and drive necessary actions to completion.
• Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement.
• Provides input and communication to drive Client Success improvement for all Clients, enterprise-wide.

Requirements

• 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.

Tech Stack

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