Director of Office Operations

The Client Success Operations Coordinator provides direct support to the Director of Client Success, ensuring smooth execution of departmental operations. This role acts as the bridge between leadership and frontline teams, managing processes, reporting, and cross‑functional coordination so the Director can focus on strategy and growth.
Key Responsibilities
Operational Support
Assist the Director in executing departmental initiatives, projects, and SOP rollouts.
Monitor daily workflows, identifying gaps or inefficiencies for escalation.
Coordinate between supervisors, functional leads (QA, WFM, IT, Training), and the Director to ensure alignment.
Reporting & Analytics
Prepare performance dashboards and reports (SLA, response times, client satisfaction).
Track KPIs for supervisors and reps; surface trends for leadership review.
Maintain documentation for processes, SOPs, and improvement projects.
Communication & Coordination
Act as first point of contact for escalations needing Director visibility.
Schedule, prepare, and follow up on team meetings and leadership check‑ins.
Ensure consistent communication between regional teams (Mexico, USA, Canada).
Project Support
Support system rollouts, onboarding initiatives, and cross‑departmental projects.
Coordinate timelines and deliverables with other functions (IT, Client Success, Training).
Document project outcomes and lessons learned for continuous improvement.

Skills & Qualifications
Strong organizational and multitasking skills.
Experience in customer service operations or fulfillment environment preferred.
Experience and familiarity with Retailer vendor guides.
Proficient in CRM/ticketing systems, reporting tools, and MS Office/Google Suite.
Excellent communication skills: verbal and written (bilingual Spanish/English required).
Analytical mindset; comfortable with data and reporting.
Success in This Role Looks Like
Director has more bandwidth to focus on strategic initiatives.
Reports and data are delivered accurately and on time.
Communication between teams and leadership is seamless.
Department initiatives roll out smoothly and consistently across regions.
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