Senior Manager, Business Operations & Client Success

As a Senior Manager, Business Operations & Client Success, you will maintain an integrated view of Business Unit (BU) health and ensure operational, client, people, financial, and delivery signals are translated into clear priorities and actionable plans. Acting as the coordination and insight layer across the Business Unit, you will connect Delivery and Engineering leadership, Client stakeholders, HR, Talent Acquisition, Finance, and People Operations. This role reports directly to the Business Unit Managing Director / VP Delivery and focuses on high-value business insight, independent client sensing, and cross-functional execution.

Team

You will operate through a virtual cross-functional team, working closely with Engineering and Delivery leadership, HR Business Partners, People Operations, Talent Acquisition, Finance, Reporting / Business Intelligence, Office Support, Client Business Operations, and Client Engineering/Product stakeholders.

As a qualified expert, you will:

• Own and continuously develop the Business Unit performance management framework, consolidating financial, delivery, people, hiring, quality, client, and operational indicators into an integrated view of BU health.
• Investigate underlying causes, trends, and business implications beyond reporting metrics, translating observations into recommendations, corrective actions, and tracked resolutions.
• Own the BU-level Client Success and client health framework, developing mechanisms to measure sentiment (including NPS and qualitative/quantitative signals) through direct stakeholder conversations and interviews.
• Triangulate client feedback with Delivery, Engineering, People, and operational data to identify recurring themes, gaps, risks, and actionable improvements.
• Drive selected cross-functional strategic initiatives that lack a single owner (such as operating-model changes, AI adoption, capability transitions, and risk mitigation), taking them from ambiguous problems to measurable closure.
• Maintain operational governance across Financial Operations (budgeting, forecasting, compensation/rate exceptions), Hiring Operations (priorities and bottlenecks), People Operations, and Reporting Data accuracy.
• Provide BU leadership with an independent perspective on client and business health, complementing Delivery and Engineering leadership without replacing their ownership of client relationships.
• Ensure material business risks, key decisions, and operational roadblocks reach leadership early enough for effective action.