Client Operations Mgr

JOB TITLE : Manager, Client Operations

SPAN OF CONTROL : Individual Contributor

WORK ARRANGEMENT : Hybrid

TRAVEL REQUIREMENTS : No 0-20%

FLSA STATUS : Exempt

JOB SUMMARY :

The Global Client Operations Manager will support and manage operations, processes, and systems to optimize agency performance across large global agency relationships in the healthcare sector.

This position plays an important role in achieving the operational objectives for our clients and the network, by working closely with multiple stakeholders globally to ensure that agency teams are supported.

This role is primarily dedicated to a single Global Client.

ESSENTIAL FUNCTIONS :

JOB DUTIES / RESPONSIBILITIES :

1. Client Systems and Processes :

o Support onboarding, implementation, and management of client systems (e.g., MLR, Workfront / AEM, global scope repositories).

o Oversee internal / external communications related to systems onboarding.

o Manage system access, troubleshooting, and escalation for agency teams.

o Develop and maintain Standard Operating Procedures (SOPs) and Ways of Working (WoW) materials

o Support implementation of client mandated training processes, ensuring tracking and completion is accurate and reported in a timely manner

2. Operational Management :

o Act as a conduit between key stakeholder groups to ensure global clients benefit from network interoperability and aligned ways of working

o Support onboarding of new clients, brands or assignments at the agency level, aligning to global roll out processes

o Support global client performance review processes and dashboard management.

o Manage prioritization and resolution of client operational issues, triaging issues as needed

3. Communication and Documentation :

o Set up and maintain a central global client information and single source of truth.

o Manage team member access to MS Teams groups and oversee information dissemination within Sharepoint sites

o Keep agency and team contact information up-to-date based on active client assignments

4. MSA alignment

o Support the implementation of ways of working across agencies that enable compliance with contractual requirements

KNOWLEDGE, SKILLS, & ABILITIES :

• Bachelor's degree
• 5-7 years of experience in agency account management, project management, or operations
• Experience in pharmaceutical industry or healthcare marketing; familiarity with medical terminology is a plus
• Strong ability to collate and synthesize input from various sources
• Proficiency in Microsoft Excel and PowerPoint
• Comfort working in a deadline-driven environment with ability to prioritize rapid, timely responses

STATEMENT OF UNDERSTANDING :

This Job Description is not a contract of employment but serves as a reference for your mutual understanding of the terms and conditions associated with the position.

Your role may vary from this description, and you may be asked to perform other duties or have additional responsibilities outside of what’s outlined above.

If you think that there are elements of this job description that are inaccurate, please speak with your manager and / or HR Partner.

There are three types of Employee Work Arrangements that classify where a person conducts work : In-Office, Hybrid, and Fully Remote.

The amount of time an employee spends working virtually versus in person is dictated by their work arrangement classification, the demands of the role, the needs of the agency and their team, and a person’s performance.

This job description is not intended to include modifications consistent with providing a Reasonable Accommodation.

Salary

$70,000 to $95,000 annually.

• The salary range for this position is noted within this job posting. Where an employee or prospective employee is paid within this range will depend on, among other factors, actual ranges for current / former employees in the subject position;
• market considerations; budgetary considerations; tenure and standing with the company (applicable to current employees);

as well as the employee’s / applicant’s background, pertinent experience, and qualifications.