Senior Manager, Client Experience Excellence

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

We are looking for an exceptional operational leader to serve as the connective layer between Business Unit strategy and account execution.

This role exists to elevate the effectiveness of our Client Experience Managers, strengthen operational excellence across the portfolio, and create the conditions that enable our teams to consistently deliver exceptional client outcomes.

Unlike traditional Service Delivery or Client Management leadership roles, this position does not directly own client accounts. Instead, it is accountable for improving how the business operates through stronger leadership capability, workforce readiness, operational discipline, escalation governance, and continuous improvement.

The Senior Manager, Client Experience Excellence leads a team of Client Experience Managers and is responsible for creating consistency across programs while ensuring leaders have the capability, confidence, and accountability required to succeed in increasingly complex SaaS, technology, and AI-enabled environments.

Success in this role requires someone who is equally comfortable coaching senior leaders, reviewing workforce models, navigating complex operational challenges, influencing executive stakeholders, and driving organizational improvement.

This is a hands-on leadership role for someone who understands how to build high-performing teams, scalable systems, and operational excellence at scale. You must be willing to roll up your sleeves, understand the operational reality of the business, and seamlessly move between frontline execution and executive-level conversations.

Success in this role is defined by stronger CXM capability, reduced executive dependency, improved operational consistency, scalable workforce planning, stronger leadership pipelines, and measurable improvements in client and business outcomes.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, Authentic, Empathetic and Excellence in Operations.

Requirements

WHAT WILL YOU DO

CXM Leadership & Leadership Capability Development

• Lead, coach, challenge, and develop a team of Client Experience Managers.
• Establish and reinforce clear expectations for leadership behaviors, operational rigor, accountability, decision-making, and client stewardship.
• Conduct performance evaluations, talent reviews, and ongoing development conversations.
• Use coaching, feedback, and performance management practices to strengthen leadership effectiveness across the CXM population.
• Identify leadership capability gaps and implement targeted development plans.
• Build leadership succession pipelines and organizational readiness.
• Foster a culture of ownership, accountability, continuous improvement, and operational excellence.
• Serve as a trusted advisor and thought partner to CXMs as they navigate operational complexity, leadership challenges, and client escalations.

Portfolio Operational Excellence

• Establish, implement, and continuously improve operational standards across the Business Unit.
• Drive consistency in account management practices, business reviews, performance management, risk management, and operational governance.
• Lead portfolio health reviews and identify trends, risks, opportunities, and systemic performance gaps.
• Ensure best practices are identified, tested, documented, implemented, and adopted across programs.
• Create mechanisms that improve operational predictability, consistency, scalability, and performance.
• Drive a culture of operational discipline and continuous improvement across all accounts.

Escalation Governance & Operational Risk Management

• Design and maintain escalation management frameworks and operational governance standards.
• Support CXMs in navigating complex, high-risk, and high-impact operational situations.
• Ensure root causes are identified and corrective actions are implemented and sustained.
• Strengthen decision-making capability across the CXM population to reduce unnecessary executive escalation.
• Improve organizational resilience through proactive risk identification and mitigation planning.

Workforce Planning & Organizational Readiness

• Own workforce planning initiatives across the Business Unit.
• Lead capacity planning, staffing strategy development, growth planning, and workforce readiness reviews.
• Ensure hiring plans, staffing models, and organizational structures align with current and future client demand.
• Partner with Talent Acquisition and operational leaders to ensure hiring strategies support long-term business needs.
• Ensure workforce recommendations are supported by data, forecasting, operational requirements, and business objectives.

Data-Driven Performance Management

• Establish portfolio-wide standards for performance management and operational accountability.
• Drive the use of operational data and business insights to improve decision-making quality.
• Ensure CXMs maintain visibility into account performance, risks, trends, workforce health, and client outcomes.
• Develop frameworks that encourage proactive leadership intervention rather than reactive problem-solving.
• Use data to identify opportunities for performance improvement, leadership development, and operational optimization.

Operational Innovation & Continuous Improvement

• Lead the identification, prioritization, and implementation of operational improvements across the portfolio.
• Identify opportunities to improve operational effectiveness through process optimization, automation, technology enablement, and AI adoption.
• Partner with the Senior Director to evolve future-state service delivery models.
• Evaluate emerging trends in customer support, SaaS operations, AI-enabled services, workforce optimization, and operational leadership.
• Drive initiatives that improve scalability, consistency, leadership effectiveness, operational efficiency, and client outcomes.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• A systems thinker who sees patterns across teams, clients, leaders, and operations.
• A builder of leaders who develops capability rather than creating dependency.
• Comfortable balancing strategic thinking with operational execution.
• Operationally rigorous and highly accountable.
• Able to influence senior leaders through credibility, insight, and sound judgment.
• Skilled at providing constructive challenges that improves decision-making and leadership effectiveness.
• Calm under pressure and comfortable navigating ambiguity, complexity, and change.
• Curious about the future of customer experience, AI-enabled service delivery, and operational excellence.
• Equally comfortable in a client boardroom, a leadership review, or an operational deep dive.
• Purposeful, pragmatic, and willing to roll up your sleeves when needed.

YOU HAVE…

• 7+ years of experience in Client Experience, Customer Operations, Service Delivery, Technical Support Operations, or related environments.
• 5+ years leading managers who themselves lead operational teams.
• Experience supporting SaaS, technology, AI, platform, or high-growth businesses.
• Demonstrated success building high-performing operational teams and leadership capability.
• Demonstrated success improving manager effectiveness through coaching, feedback, and leadership development.
• Experience leading workforce planning, capacity planning, staffing strategies, and organizational readiness initiatives.
• Experience driving operational transformation, standardization, or continuous improvement initiatives across multiple programs or business units.
• Strong operational governance, performance management, and escalation management experience.
• Experience using operational data to drive business decisions and organizational improvement.
• Exceptional stakeholder management, communication, and influencing skills.

Strongly Preferred

• Experience leading globally distributed operations.
• Experience implementing automation, workflow optimization, or AI-enabled service delivery models.
• Experience influencing executive stakeholders and presenting operational recommendations at a senior leadership level.
• Experience scaling support organizations in rapidly evolving SaaS or technology environments.