Client Operations Manager

Company: PANDR
Location: Legazpi City, Albay, Philippines
Work Arrangement: Onsite

About the Role

PANDR is looking for a Client Operations Manager to lead our Operations Department and oversee the end-to-end client experience.

In this role, you will lead our team of Client Success Managers, strengthen relationships between our clients and the employees who support them, and drive client growth and retention. You will play a key role in building on our existing client growth, maintaining strong client partnerships, and ensuring consistent, high-quality service delivery.

This is a hands-on leadership role for someone who combines operational excellence with a strong focus on client relationships, team development, and continuous improvement. You will also champion the use of AI and workflow automation to reduce manual work, improve efficiency, and give the team more time to focus on clients.

Additionally, you will lead the PANDR Learning Academy, developing training programs that upskill employees across the business, while collaborating with other senior leaders to enhance and expand our service offering.

Key Responsibilities

1. Operations Leadership

• Oversee the day-to-day operations of the department, ensuring client work is delivered accurately, on time, and to consistently high standards.
  

• Establish, monitor, and report on team KPIs, service levels, and operational performance.
  

• Develop and maintain processes, documentation, and quality controls across the client lifecycle, from onboarding to ongoing service delivery.
  

• Collaborate with senior leadership on resource planning, capacity management, and operational budgets.
  

2. Team Leadership and Development

• Lead, coach, and develop a team of Client Success Managers to achieve operational and client service objectives.
  

• Conduct regular one-on-one meetings, performance reviews, and individual development planning.
  

• Recruit, onboard, and integrate new team members as the client base grows.
  

• Foster a culture of accountability, collaboration, client focus, and continuous improvement.
  

3. Client and Employee Relationships

• Oversee relationships between clients and the employees who support them, ensuring both parties are well matched, supported, and positioned for success.
  

• Serve as the senior escalation point for client concerns and employee issues, ensuring timely, fair, and effective resolution.
  

• Conduct regular client check-ins and business reviews to strengthen relationships and maintain service quality.
  

• Gather feedback from clients and employees and translate insights into practical improvements.
  

4. Client Growth and Retention

• Identify opportunities to expand services and grow existing client accounts.
  

• Take ownership of client retention by monitoring account health, identifying at-risk clients, and implementing proactive retention strategies.
  

• Partner with Sales and senior leadership on renewals, upselling, and referral opportunities.
  

• Monitor and report on client retention, churn, and account growth to the leadership team.
  

5. AI and Workflow Automation

• Identify manual and repetitive workflows across Operations and Client Success that could be streamlined or automated.
  

• Lead the evaluation, implementation, and adoption of AI tools, including AI assistants, meeting transcription and notes, reporting solutions, and CRM automation.
  

• Train team members to use AI tools effectively and responsibly, with appropriate safeguards for data privacy and client confidentiality.
  

• Measure the impact of automation on productivity, time savings, accuracy, and the overall client experience.
  

6. PANDR Learning Academy

• Lead and manage the PANDR Learning Academy, including its training calendar, content development, and delivery.
  

• Identify skills gaps across the business and develop targeted learning programs to address them.
  

• Deliver onsite training sessions to upskill employees in client service, operations, and AI tools.
  

• Oversee onboarding and induction training for new employees.
  

• Track training participation and evaluate the impact of learning initiatives on employee performance and client outcomes.
  

7. Service Improvement and Innovation

• Identify opportunities to improve operational efficiency, Client Success processes, and the overall client experience.
  

• Collaborate with other senior managers to enhance and develop PANDR’s service offering.
  

• Use client feedback, team insights, and performance data to inform new services and improve existing ones.
  

• Lead cross-functional improvement initiatives from planning and development through implementation and evaluation.
  

What Success Looks Like

• Strong client relationships, improved retention, and sustainable growth across existing accounts.
  

• Consistent operational performance against agreed KPIs and service standards.
  

• A capable, engaged, and accountable Client Success team.
  

• Increased efficiency through practical AI adoption and workflow automation.
  

• A successful Learning Academy that strengthens employee capabilities and improves service delivery.
  

• Continuous improvement in PANDR’s overall client experience and service offering.
  

Requirements

Qualifications and Requirements

• At least 5 years of experience in client operations, account management, or client success, including at least 2 years in a team leadership role.
  

• Demonstrated success in improving client retention and growing existing client accounts.
  

• Strong relationship management skills, with the ability to build trust with clients and employees.
  

• Sound judgment and the ability to handle escalations, sensitive concerns, and competing priorities calmly and professionally.
  

• Experience developing operational processes, establishing KPIs, monitoring performance, and driving continuous improvement.
  

• Comfortable working with technology and enthusiastic about leveraging AI tools and automation to improve efficiency.
  

• Excellent written and verbal communication skills, with the confidence to engage stakeholders at all levels.
  

Benefits

Why Join Us?

• Supportive Work Environment: Enjoy a healthy, supportive, and conducive work environment at a company that has been Great Place to Work™ Certified for five consecutive years.
  

• Innovative Workplace: Work with an innovative company delivering cutting-edge solutions across multiple industries.
  

• Career Growth: Benefit from opportunities for career advancement.
  

• Competitive Compensation: Receive a competitive salary.
  

• Collaborative Culture: Be part of a collaborative, forward-thinking work culture.
  

• Leave Benefits: Enjoy 21 leave credits plus all client-based holidays.
  

• Health Benefits: Receive HMO coverage with dependent benefits.
  

• International Exposure: Gain exposure to world-class leadership from both local and international supervisors
  

Great Place to Work Ready to take your career to the next level?