• Ensure client teams meet or exceed client service level agreements (SLAs) • Grow accounts and provide operational oversight to ensure smooth day-to-day performance • Ensure core business processes are in place and aligned with best practices • Responsible for ensuring teams utilize technology to manage and improve performance • Develop teams within the portfolio • Partner with the Managing Director to develop strategies and foster relationships to drive growth within assigned accounts • Manage a portfolio of multiple accounts or services (2 or more) with gross profit of least $700,000 • Lead, develop and empower highly functioning client teams • Provide oversight and support for the selection, induction, development, retention, motivation and performance of direct and indirect reports • Manage operations staff performance by establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback • Drive quality-of-service delivery across the organization • Ensure operations controls are in place to manage budget and profitability • Write, deliver, negotiate and approve contract amendments/Statements of Work (SOWs) • Maintain appropriate communications channels with the clients, the field and offsite leadership