Manager, Operations – Client Engagement
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Job Description
Operations manager improving client outcomes for MissionSquare, a public-sector retirement services provider. Connecting Salesforce, operational data, and client insight to cross-functional process improvements.
Responsibilities:
- Analyze client, participant, Sales, service, and operational information to identify recurring friction, risks, and improvement opportunities
- Translate findings into practical recommendations for Operations and cross-functional partners
- Develop reporting that helps leaders understand patterns, actions, and results
- Connect client feedback and operational signals to defined improvement efforts
- Research and coordinate responses to participant, plan sponsor, and sales-related inquiries across systems or functions
- Provide account research, reporting, Salesforce support, and operational insight for defined Sales needs
- Distinguish individual client requests from recurring issues requiring broader process improvement
- Partner with process owners to understand intended client outcomes, identify root causes, and prioritize improvements
- Own defined improvement efforts with clear outcomes, scope, partners, and success measures
- Translate recurring client and Sales feedback into scalable improvements
- Monitor implementation and results, recommend adjustments, and capture lessons learned
- Coordinate with Sales, Operations, Product, Technology, Marketing, Legal/Compliance, and service providers
- Clarify actions and ownership and support progress through implementation
- Represent client, Sales, and operational considerations in assigned initiatives
- Perform other duties as assigned
Requirements:
- Salesforce experience
- Client and business orientation
- Analytical problem-solving and root-cause analysis
- Process improvement and operational execution
- Cross-functional partnership and influence
- Ability to translate insight into practical recommendations and actions
- Sound judgment and comfort operating through ambiguity
- Relationship management and stakeholder collaboration
- Attention to detail and data accuracy
- Regulatory and retirement plan operational knowledge
- Clear written and verbal communication
Benefits:
- Competitive Total Rewards package, including base pay, incentive programs, benefits, and a 401(k) plan with matching contributions
- Flexible and hybrid work schedules to support work-life balance
- Tuition reimbursement to support continued education
- Professional and career development opportunities, including courses and certifications
- Comprehensive wellness programs promoting physical, mental, and emotional health
- Volunteerism initiatives to encourage community engagement
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