Senior Manager, Client Operations

The Senior Manager, Client Operations (Chief of Staff to the VP of Client Services) role at PartnerCentric is designed to strengthen the operational backbone of the Client Services organization. Reporting directly to the VP of Client Services, this individual will ensure that the Client Services and Partnership Development functions operate with efficiency, accountability, and consistency. By managing systems, processes, reporting, and operational initiatives, this role enables the VP of Client Services and Director of Partnership Development to focus on strategic growth, client relationships, and revenue expansion.

A Week in the Life

• Monday: Update Metronome with team metrics and organizational goals. Review utilization reports and identify variances affecting Labor Efficiency Ratios. Prepare the weekly client services meeting agenda and ensure all team members come prepared.
• Tuesday: Coordinate with the Talent Team to track progress on training programs and ensure performance plans are supported. Update Asana templates and SOPs for client launches, transitions, and offboarding.
• Wednesday: Generate KPI, churn, revenue, utilization, and calendar reports. Meet with the Business Intelligence and AI Specialist to develop insights that improve operational performance. Follow up with team members on deadlines from earlier meetings.
• Thursday: Draft, send, and file contracts and addendums. Organize logistics for upcoming conferences, industry events, and executive partner calls. Provide operational support to the Partnership Development function.
• Friday: Conduct a weekly audit of processes and workflows. Ensure accountability for QBRs, account plans, and goals. Deliver a concise weekly update to the VP of Client Services outlining operational progress and risks.
  
  

Key Job Responsibilities

• Operational Systems Management
• Maintain and update Metronome metrics and organizational goals.
• Ensure Asana project management templates and SOPs are accurate and consistently applied.
• Track and manage utilization reporting to drive improved Labor Efficiency Ratios across the client services organization.
• Process Deployment & Accountability
• Implement systems and processes to improve efficiency and accountability.
• Manage QBR and account plan tracking, ensuring deadlines are met.
• Track and follow up on meeting action items and responsibilities.
• Training & Talent Coordination
• Partner with the Talent Team to coordinate training initiatives.
• Ensure coaching and performance improvement plans are supported with proper resources.
• Reporting & Insights
• Own KPI, churn, revenue, and utilization reporting.
• Partner with the Business Intelligence and AI Specialist to generate insights that drive improved operational performance.
• Contracts, Calendar & Event Management
• Draft, send, and file contracts and addendums.
• Create and manage a Client Services calendar that outlines key events, contract renewals, industry events and logistics, and executive partner calls with clients.
• Coordinate logistics for conferences and client engagement events.
• Cross-Functional Support
• Provide operational support to the VP of Client Services and Director of Partnership Development.
• Ensure the team remains aligned on building client relationships and identifying new opportunities.
  

Key Performance Indicators (KPIs)

• Accuracy & timeliness of Metronome goal updates.
• On-time completion of QBRs, account plans, and training initiatives.
• Improved Labor Efficiency Ratios driven by utilization tracking and reporting.
• Adoption rates of new systems and processes.
• Reduction in missed deadlines and improved accountability across teams.
• Turnaround time for contracts and addendums.
• Calendar effectiveness, measured by visibility, adherence to deadlines, and proactive preparation for renewals/events.
• Conference/event readiness with zero logistical gaps.
• Quality of insights generated with the Business Intelligence and AI Specialist.
  
  

Experience Requirements

• 5–7 years of experience in operations, project management, or chief of staff roles.
• Agency experience required (marketing services, digital media, affiliate, or related professional services environment).
• Proven experience in utilization reporting and efficiency optimization.
• Strong organizational and process improvement skills with a record of implementing scalable systems.
• Proficiency with project management platforms (Asana) and goal-tracking systems (such as Metronome).
• Experience with reporting tools and comfort collaborating with data/analytics functions.
• Exceptional written and verbal communication skills.
• Demonstrated ability to coordinate cross-functional initiatives (Talent, BI/AI, Client Services).
• Experience creating and managing cross-functional calendars tied to key business and client events.
• Event and conference planning experience preferred.