Senior Client Operations Manager

Senior Client Operations Manager

(Senior Account Manager / Client Ops / iGaming / Performance Marketing)

Hiring Partner: People Hunt
Location: 100% Remote
Team Size: 50 professionals

About the Company

We are hiring for a fast-growing retargeting agency where data and performance come first. They operate fully remotely with a team of 50 professionals delivering measurable results in iGaming and performance marketing.

They build structured systems instead of chaos. Their goal is operational excellence, transparency, and mature client processes - not firefighting.

Role Mission

The Senior Client Operations Manager ensures stability and operational excellence across complex and high-load client accounts.

The role focuses on operational execution quality and commercial growth within existing accounts - not on client strategy ownership.

The key objective is to prevent crises, reduce escalations to Lead/Head level, and maintain high service standards across the portfolio.

Key Responsibilities

1. Managing Complex Clients

• Independently managing 5–7 high-load or high-risk accounts (depending on complexity)

• Controlling statuses, deadlines, and input data quality

• Leading monthly and quarterly meetings

• Presenting:

  • What happened

  • Why it matters

  • What’s next

• Preventing operational chaos

• Maintaining full process transparency for clients

Expansion Responsibilities:

• Initiating:

  • New traffic streams

  • New GEOs

  • Volume increases

• Evaluating upsell feasibility

• Ensuring growth does not disrupt delivery

2. Crisis Prevention

• Early identification of risks:

  • Launch delays

  • Incomplete briefs

  • Repeated scope changes

• Taking corrective actions before escalation

3. First Line of Escalation

• Handling escalations from Junior and Middle team members

• Independently resolving the majority of operational issues

• Escalating upward only well-structured cases including:

  • Facts

  • Root causes

  • Proposed solutions

4. Internal Client Ops Quality Control

• Reviewing brief accuracy

• Reducing error rates among Junior/Middle team members

• Conducting case reviews and supporting complex situations

• Increasing overall operational maturity of the team

5. Complex Client Communication

• Leading difficult conversations regarding:

  • Delays

  • Limitations

  • Timeline changes

• Maintaining professional boundaries

• Preventing informal agreements outside established processes

Required Hard Skills

Operational Expertise

• 2–3+ years of independently managing complex client accounts

• Deep understanding of the end-to-end client process

• Strong understanding of SLA and workflow management

Escalation & Problem Structuring

• Ability to structure problems clearly

• Root cause analysis skills

• Ability to propose solution options

Data Literacy

• Ability to read operational and performance metrics

• Understanding of:

  • Launch timelines

  • SLA metrics

  • Delays

  • Performance drops and their causes

• Ability to connect data with process gaps

CRM & Task Management

• Confident CRM usage

• Maintaining strong client hygiene

• Ensuring full task transparency

Additional Requirements

• Understanding of DSP processes

• Understanding of marketing performance metrics

• Basic compliance awareness

Critical Soft Skills

• High stress resilience

• Ability to operate under pressure

• Proactivity

• Clear and structured communication

• Mentorship mindset toward Junior team members

• English C1+

• Russian – professional working proficiency

What This Role Is NOT

• You do not own the client as a business account

• You do not make strategic client decisions

• You do not manage delivery resources

This role is for structured operators who prevent chaos - not for reactive firefighters.

Probation KPIs (4 months)

1. SLA performance for complex clients at or above target

2. Reduced number of escalations to Lead level

3. No recurring client complaints

4. Measurable improvement in Junior/Middle work quality

5. No systemic operational errors