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Cella Logo Cella · IT - Administration

Client Operations & Program Manager

United States, Malvern 58.00 - 64.00 USD / Hour · Job Posted May 27, 2026
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Job Description

We are seeking a Client Operations & Program Manager to serve as the central hub between our Relationship Managers (RMs), leadership, and operations teams. In this role, you will be the engine driving our client outreach momentum, ensuring that strategic goals are translated into seamless operational execution. You will own the end-to-end lifecycle of client documentation, maintaining meticulous standards of accuracy and compliance. As a process-oriented leader, you will play a critical role in safeguarding data integrity during complex system migrations, identifying potential bottlenecks before they impact the business. If you are a proactive problem-solver who thrives on high-level organization and cross-functional collaboration, we want you to streamline our workflows and elevate our client service delivery.

Job Responsibility

  • Monitor and report on RM outreach activity
  • establish and manage performance goals at both the individual and aggregate team levels.
  • Partner with RMs to research specific client scenarios, align on weekly priorities, and troubleshoot stalled accounts.
  • Synthesize outreach data to identify trends, surfacing potential roadblocks or risks to senior leadership.
  • Manage the scheduling queue in tandem with Operations, ensuring no client falls through the cracks and all dialogues have documented follow-ups.
  • Design and execute specialized outcall plans for clients without active contacts or those who have become non-responsive.
  • Act as the primary owner of the DocuSign BPM (Business Process Management) workflow, ensuring all paperwork is executed, tracked, and filed correctly.
  • Conduct deep-dives into BPM archives to retrieve and consolidate historical banking and contract data for active cases.
  • Facilitate the secure movement of banking information and partner with the Outreach Manager to ensure applications are tracked at a granular client level.

Requirements

  • BPM & E-Signature Tools: Proficiency with DocuSign and Business Process Management (BPM) software.
  • CRM/Tracking Systems: Experience managing sales or outreach pipelines (e.g., Salesforce, HubSpot, or proprietary systems).
  • Data Entry: High level of accuracy and speed in financial data entry.
  • Analytical Mindset: Ability to spot trends in the noise and report them effectively to leadership.
  • Proactive Coordination: Not afraid to nudge Relationship Managers to ensure goals are met.
  • Organization: Superior ability to manage multiple workstreams (Outreach vs. Documentation vs. Data Entry) simultaneously.

What we offer

  • medical
  • prescription
  • dental
  • vision
  • AD&D
  • life insurance
  • short-term disability
  • 401K plan
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