Operations Officer - Spanish & English Speaker

ABOUT THE ROLE 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 a first point of contact for escalations...

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