Client Delivery Operations Manager
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Job Description
Client Delivery Operations Manager overseeing Wing's account, staffing, onboarding, and launch pipeline. Driving SLAs, escalations, reporting, and cross-functional execution for a fast-growing multinational startup.
Responsibilities:
- Own the daily operational management of Wing's active pipeline
- Maintain visibility across every account and requirement from Sales handoff through successful launch
- Ensure each pipeline item has a clear status, owner, next action, and expected completion date
- Monitor stalled, delayed, blocked, or at-risk accounts and proactively follow up with responsible teams
- Conduct daily pipeline health reviews and identify aging accounts, capacity issues, and process bottlenecks
- Coordinate cross-functionally with Sales, Customer Success, Talent Acquisition, Staffing, Onboarding, Training, Operations, Product, Finance, and support teams
- Review newly closed accounts and validate operational requirements, staffing needs, timelines, and special conditions
- Monitor recruitment and staffing progress, candidate availability, interviews, selections, replacements, and pending decisions
- Track client decisions and coordinate interventions when client responsiveness delays fulfillment
- Monitor onboarding and launch readiness, including staffing, documentation, equipment, access, training, schedules, and client requirements
- Serve as the first operational escalation point for pipeline-related issues and monitor resolution
- Establish and enforce pipeline SLAs and hold stakeholders accountable for overdue actions
- Produce weekly and monthly pipeline health reports with recommendations and required leadership actions
- Evaluate pipeline workflows, identify inefficiencies, recommend automation, improve CRM architecture, and standardize handoffs
- Serve as Chief of Staff and trusted advisor to the CEO, supporting strategy, financial modeling, business analysis, scheduling, communications, and cross-functional initiatives
Requirements:
- Strong experience in operations, program management, revenue operations, staffing operations, customer success operations, or similar environments
- Demonstrated ability to manage complex workflows involving multiple departments
- Strong analytical and problem-solving skills
- Comfortable working with high-volume operational pipelines
- Strong understanding of SLAs, workflow management, escalation management, and process optimization
- Excellent stakeholder management and follow-through
- Ability to challenge teams constructively and drive accountability
- Strong written and verbal communication
- Experience using CRM, project management, reporting, and workflow management platforms
- Ability to interpret operational data and convert findings into actionable recommendations
- Able to travel to the Philippines as required
- Experience in BPO, outsourcing, staffing, recruitment, SaaS, or service-based organizations preferred
- Experience managing client implementation or fulfillment pipelines preferred
- Experience working across Sales, Recruitment, Customer Success, and Operations preferred
- Familiarity with HubSpot, ClickUp, Power BI, or similar systems preferred
- Experience designing SLAs, dashboards, workflow automation, or operational governance preferred
- Mastery of Excel, including advanced functions, pivot tables, macros, and financial modeling techniques
- Deep understanding of business operations and financial management
- Proficiency with modern tech tools and project management software
- Prior experience in a high-growth startup environment or similar fast-paced setting
- Willingness to work non-traditional hours
Benefits:
- Competitive compensation package and benefits
- Flexible, remote work arrangement
- Work-life balance support
- Substantial salary appraisal after 12 months
- Direct collaboration with the CEO and senior leadership
- Challenging, dynamic role in a fast-growing multinational company
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