Job Description
Job Description
The Vice President of Client Operations serves as the COO?s principal partner in leading Case?s customer relationships and client operations organization. Reporting to the COO, this leader manages the account directors responsible for day-to-day customer relationships and owns client communication, coordination, account margin, and retention. The role partners with regional operations teams to ensure customer expectations are delivered consistently across each portfolio and contributes to growth within existing accounts.
- Lead and develop the account directors responsible for day-to-day customer relationships, establishing clear expectations for client communication, account planning, and accountability.
- Own account margin and client retention. Partner with Finance to review account performance, forecast risks, and develop corrective plans with regional operations teams.
- Ensure account directors understand customer expectations, contractual commitments, and site needs, and translate them into coordinated delivery plans with regional operations.
- Use operational and financial reporting to track service performance, margin, retention risk, and client issues. Establish regular account reviews and follow through on corrective actions.
- Build strong executive customer relationships and lead escalations, ensuring timely communication, coordinated recovery plans, and confirmation that issues are resolved.
- Serve as the COO?s principal partner for client operations, translating company priorities into account plans and escalating competing priorities or commitments that require executive decisions.
- Contribute to growth within existing accounts by identifying additional customer needs and partnering with Sales on expansion and renewal opportunities.
- Partner with Procurement, Finance, Sales, Technology, and field leadership to address delivery constraints, improve client visibility, and resolve recurring service issues.
- Implement consistent onboarding, customer communication, and account review practices so clients receive clear ownership and coordinated service across locations.