Manager Client Operations Job at MyTennisLessons (Mexico City)

Manager Client Operations

MyTennisLessons

Location:
Mexico , Mexico City

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Manager, Client Operations leads a team of specialists, driving operational excellence and process improvements. This role ensures delivery against strategic objectives while developing team capabilities and fostering collaboration across departments. This role oversees end-to-end account lifecycle operations—from onboarding and provisioning to ongoing maintenance and offboarding—ensuring efficiency, accuracy, and compliance with company standards.

Job Responsibility:

Lead and develop a team of specialists and associate managers
Set clear goals and performance expectations aligned with departmental objectives
Provide regular coaching, feedback, and professional development opportunities
Oversee workload allocation, ensuring balanced capacity, productivity, and service quality
Manage recruitment, onboarding, and training
Act as a key point of contact for client-facing teams and stakeholders
Coordinate with internal functions (Implementation, Product, Operations, etc.) to ensure smooth project execution and issue resolution
Communicate updates, progress, and risks clearly to senior leadership and key stakeholders
Oversee execution of multiple concurrent projects, ensuring on-time delivery and adherence to quality standards
Identify and implement process improvements to increase efficiency, scalability, and accuracy
Monitor team metrics and performance dashboards
Partner with other managers to standardize best practices and optimize end-to-end workflows
Establish and maintain high quality and consistency standards across all team outputs
Lead periodic quality reviews, identifying trends and coaching opportunities
Develop and maintain team training resources and SOPs
Champion operational excellence and knowledge sharing across the broader function
Hold the team accountable for following documented processes
Manage end-to-end client account activities, including but not limited to: enrollment, Dealer Admin setup, file builds, provisioning, order verification
account updates and maintenance
Handle account closures, product offboarding, and cancellations in compliance with internal policies and contractual obligations
Ensure all account activities meet accuracy, compliance, and operational standards
Serve as the escalation point for complex account issues, discrepancies, or operational blockers
Collaborate with cross-functional teams to resolve escalations and drive process improvements
Maintain detailed records of account activities, identify recurring trends, and recommend enhancements to workflows and SOPs

Requirements:

Advanced leadership, coaching, and team development skills
Strategic thinking and operational planning abilities
Strong problem-solving, decision-making, and analytical capabilities
Ability to drive performance improvements by identifying trends, analyzing data, and implementing action plans to achieve team KPIs and enhance client satisfaction
Proficiency with relevant systems, tools, and metrics-driven management
Effective stakeholder management and cross-functional collaboration
Deep expertise with CRM systems, with strong Salesforce experience required
Exceptional attention to detail and commitment to data accuracy and quality control
Experience with workflow automation and system integrations in SaaS, fintech, or technology environments preferred
Extensive experience in operations, client services, or data management within SaaS, fintech, or technology organizations
Experience managing or supporting shared services or centralized support teams preferred
Proficiency with Salesforce and reporting tools required
familiarity with SQL, Excel, or BI tools is a plus
8 years of professional experience in customer success or related roles
3 years of experience managing and developing high-performing teams
Experience in fintech or SaaS environments preferred
Bachelor’s degree in Business Administration, Information Systems, Operations Management, Hospitality or a related field required
Fluent in English and Spanish (written and verbal)

Nice to have:

Additional languages are preferred but not required
Relevant professional certifications (e.g., Customer Success Management, Project Management) a plus
Experience in fintech or SaaS environments preferred
Experience with workflow automation and system integrations in SaaS, fintech, or technology environments preferred
Experience managing or supporting shared services or centralized support teams preferred
Familiarity with SQL, Excel, or BI tools is a plus

Additional Information:

Job Posted:
February 14, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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