Job Locations US-IL-CHICAGO

The Operations Manager oversees the operations and client relations of a segment of accounts within a region. Manages the strategic development of the existing client base by enhancing relationships at all levels within the client's organizations and by ensuring the highest levels of service and client satisfaction. Maximizes customer satisfaction, add-on sales and profitability through structured planning and the management and development of the client services team. Builds senior level relationships with client contacts at key accounts.

Manage the strategic development of the existing client base and maximize customer satisfaction, add-on sales and profitability through structured planning and the management and development of the client services team. Develop and manage relationships with daily and senior level administrators
• Work with the business development organization to strengthen CBPS' relationships among senior key decision makers in client organizations
• Set strategy for expansion of existing and new services, depending on account management structure - either with or without an assigned account executive
• Work with Sales and Strategy in the formation of proposals for business expansion within existing clients
• Create and foster a culture of continuous improvement
• Ensure the effective implementation of the customer relations plan
• Ensure effective performance management with direct reports and oversee the overall process
• Be accountable for the financial performance of accounts against budget
• Ensure a structured plan for profit enhancement is in place
• 10% - 20% travel required; driving as needed
• Occasional client entertainment after normal business hours, including dinners and events

• Bachelor's degree in Business Management, Marketing or equivalent
• 5 - 7 years' management and service industry experience, with experience in management, project coordination, business process and organizational workflows
• 2 years' experience supervising staff in a similar functional area
• Previous P&L responsibility, prior experience in a customer service environment
• Experience interfacing with executive-level customer contacts
• Experience providing immediate response and remediation to escalated client and Sr. Mgt concerns
• Strong knowledge of data analysis and reporting
• Strong experience in Microsoft Word, Excel, PowerPoint and Visio
• Experience creating computer-based reports and analyzing data

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