Fulfillment Manager – Client Operations
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Job Description
Fulfillment Manager overseeing client operations and service delivery in a 100% remote setup. Managing service delivery performance and resolving operational challenges effectively.
Responsibilities:
- Own end-to-end service delivery across active client accounts, ensuring execution meets or exceeds SLA commitments
- Serve as the senior escalation point for complex operational issues and critical incidents
- Balance technical realities with stakeholder expectations to resolve issues quickly and communicate clearly
- Track delivery performance across accounts and surface risks before they become problems
- Diagnose operational bottlenecks using a structured, root-cause analysis approach
- Design, implement, and maintain SOPs that enable consistent, scalable execution
- Identify manual overhead and deploy automation improvements to reduce friction and error
- Continuously audit live workflows and coordinate fixes with technical teams when gaps are found
- Manage the onboarding and technical setup process for new clients from scoping through successful adoption
- Coordinate timelines, resources, and cross-functional dependencies to keep implementations on track
- Translate business requirements into clear technical documentation that internal teams can act on
- Ensure clients have a smooth, well-managed experience from day one
- Establish clear KPIs and reporting structures that reflect real operational health
- Use data to coach team members, identify delivery gaps, and improve overall velocity
- Translate operational metrics into executive-ready insights that drive decisions
- Build and maintain reporting frameworks that give leadership visibility without requiring manual updates
- Act as the operational bridge between client-facing, technical, and product teams
- Manage handoffs cleanly and reduce back-and-forth through clear documentation and process standards
- Partner directly with leadership to align operational execution with business goals
Requirements:
- 7+ years of experience in operations, service delivery, account management, or a closely related field
- Proven track record managing distributed or remote teams across multiple accounts or functions
- Strong process engineering skills with experience building SOPs, workflow automations, and reporting systems
- Experience managing strict SLAs and serving as a senior escalation point for operational incidents
- Structured, investigative approach to diagnosing problems and implementing durable fixes
- Proficiency with project and work management tools such as ClickUp, Jira, or Trello
- Strong data and reporting skills including Excel or Google Sheets for operational analysis
- Excellent written and verbal communication across technical and non-technical audiences
- ITIL 4 Foundation or equivalent service delivery framework knowledge is a strong plus
Benefits:
- Up to **14 days** of Paid Time Off annually (starting Day 1)
- Observance of **Holidays** per company guidelines
- **100% remote setup** so you can work wherever you're most productive
- Direct ownership over client operations and service delivery standards
- High-visibility role with direct executive collaboration and real decision-making authority
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