Operations Lead – Client & Performance Management

Job Overview:

We are seeking an experienced and motivated Operations Lead to drive operational excellence with a strong focus on client management, service level agreement (SLA) adherence, critical performance metrics, and team leadership. This role requires a hands-on leader who will partner closely with clients to maintain high satisfaction, manage delivery timelines, and continually improve operational processes while building deep expertise in the domain.

Key Responsibilities:

• Client Management & Relationship Building:

• Act as primary point of contact for assigned clients, ensuring their needs are understood and met.
• Manage regular client communications, reviews, and escalations proactively.
• Build trusted advisor relationships by delivering transparent updates and actionable insights.

• SLA & Performance Monitoring:

• Define, track, and enforce SLAs and other service quality metrics to ensure commitments are consistently met or exceeded.
• Develop and monitor operational dashboards and reports with key metrics such as turnaround times, quality scores, and client satisfaction indices.
• Identify risk areas and lead root cause analysis to implement corrective actions promptly.

• Team Leadership & Development:

• Lead, mentor, and motivate a high-performing operations team.
• Oversee workload distribution, capacity planning, and skill development.
• Foster a culture of continuous learning and operational excellence within the team.

• Process Improvement & Domain Mastery:

• Continuously evaluate and improve operational workflows and tools.
• Drive adoption of best practices and automation to enhance efficiency and scalability.
• Own personal and team learning plans to become subject matter experts in the domain and related technologies.

• Cross-functional Collaboration:

• Partner with Sales, Product, and Technology teams to align delivery with client expectations and business goals.
• Facilitate smooth on-boarding and transitions for new clients and projects.

Required Skills & Qualifications:

• Bachelor's degree in Business, Operations, Marketing, or related field.
• 5+ years of operations or client management experience, preferably in digital media, retail media, advertising, or a related domain.
• Proven track record managing SLAs, operational KPIs, and client relationships successfully.
• Strong team leadership and people management abilities.
• Excellent analytical, communication, and problem-solving skills.
• Proactive and process-oriented mindset with an appetite to learn and master the domain.
• Ability to work effectively with cross-functional teams and multiple stakeholders.
• Experience with operations dashboards, CRM tools, or project management software is a plus.

Preferred Attributes:

• Knowledge of retail media, digital advertising, or affiliate commerce ecosystems.
• Experience in scaling operations teams and driving transformation initiatives.
• Comfort in fast-paced, dynamic work environments.