Client Operations Manager

As a Senior Production Manager, you will take the lead and develop a high-performing team responsible for delivering exceptional service, client satisfaction, and retention across a portfolio of large brands and retailers. You take ownership of client service outcomes and operational performance by defining specific metrics such as customer satisfaction scores, response times, and quality standards. Ensure that these benchmarks are met and drive continuous improvement throughout the client’s lifecycle. The successful candidate must be comfortable driving accountability, reinforcing standards, coaching and managing employees, while maintaining a strong culture of safety, quality, and service excellence. This position follows a hybrid schedule, with three days per week at our Ann Arbor headquarters. Remote consideration may be available for highly qualified candidates. #LI-EA1 Enhance client retention and account health by proactively managing risks, strengthening relationships, and maintaining a stable, high-performing portfolio Provide commercial leadership for existing accounts by identifying and capturing opportunities for expansion, increasing service scope, and maximizing long-term client value Take responsibility for the financial performance of the service area, focusing on contributing to revenue growth, effectively managing costs, and ensuring accurate forecasting Collaborate across functions with Sales, Marketing, Audit Delivery, Scheduling, Technical, and Operations teams to ensure seamless execution, scalable growth, and strong client outcomes Work with senior leadership to execute strategic growth priorities, align resources, and achieve business unit objectives within a high-growth environment Serve as the primary relationship manager for key clients, building trusted partnerships and aligning services to support their business, compliance, and supply chain objectives Act as an escalation point for strategic clients, resolving complex issues and reinforcing long-term partnerships Promote continuous improvement and innovation, supporting service line enhancements, scalability, and market competitiveness A minimum of a 4-year degree 10+ years in account management, client services, commercial operations, or related roles supporting enterprise clients, brands, or retailers 5+ years of leadership experience managing client-facing or operational teams with accountability for service delivery and performance Proven success in managing and growing client portfolios, focusing on retention, account expansion, and engaging with executive stakeholders Experience influencing and collaborating with Sales, Marketing, Operations, and senior leadership to execute growth and client strategies Strong service leadership mindset, with the ability to drive client satisfaction, retention, and operational excellence Demonstrated commercial acumen, particularly in pricing, renewals, and identifying growth opportunities within existing accounts Ability to operate effectively in a high-growth environment while balancing client expectations, service delivery, and scalability Experience in supply chain, audit, certification, compliance, or regulated environments is preferred Strong analytical skills and data-driven decision-making abilities Excellent communication skills, executive presence, and stakeholder management capabilities