SeniorManager,ClientServices

**Job Requisition ID #** 26WD98355 **Position Overview** The Senior Manager – Client Services is a key leadership role responsible for driving end-to-end customer operations, vendor performance, and service excellence across globally distributed teams. This role will lead transformation initiatives by integrating AI-driven capabilities, optimizing vendor partnerships, and enhancing customer success outcomes. The ideal candidate will bring a strong blend of operations leadership, customer success mindset, vendor governance, and data-driven decision-making, with the ability to recommend and execute strategic initiatives aligned with organizational growth and digital transformation goals. **Responsibilities** Customer Success & Service Excellence * Championing a customer-first culture, ensuring seamless experiences across all touchpoints * Drive initiatives to improve customer satisfaction, retention, and value realization * Partner with cross-functional teams to reduce customer friction and enhance service delivery * Ensure consistent delivery of 24/7 global support operations aligned to business SLAs AI & Digital Transformation * Leverage AI/ML, automation, and analytics tools to improve service efficiency, quality, and scalability * Identify opportunities to deploy AI in quality monitoring, case routing, forecasting, and self-service enablement * Partner with technology teams to modernize systems and digitize customer and agent experiences * Drive adoption of data platforms and tools (e.g., OpsHub, CRM, reporting systems) to enhance decision-making Vendor & Partner Management * Lead governance of managed service vendors to ensure delivery excellence * Monitor vendor performance through KPIs, SLAs, and operational metrics * Drive accountability, continuous improvement, and cost optimization across vendor engagements * Manage escalations and ensure alignment with contractual commitments and business goals Data Analytics & Insights * Utilize data analytics to identify