Client Manager

We are seeking an experienced Client Manager to oversee a portfolio supporting a key national client across multiple locations.

This leadership role is responsible for driving operational excellence, developing high-performing leadership teams, strengthening executive client relationships, and ensuring consistent service delivery across a geographically dispersed portfolio. The ideal candidate is a strategic, hands-on leader with extensive multi-site operations experience, strong financial acumen, and a passion for delivering an exceptional client experience.

Location: Seattle WA

Travel: Up to 25%

• Lead, coach, and develop site managers and operational leaders across a multi-state portfolio.
• Build a high-performing culture focused on accountability, engagement, and continuous improvement.
• Establish clear performance expectations, operational goals, and customer service standards.
• Develop succession plans and strengthen the internal leadership pipeline.
• Ensure proper staffing levels and compliance with Service Level Agreements (SLAs).
• Conduct performance evaluations, coaching, and employee development discussions.

• Build and maintain trusted partnerships with executive-level client stakeholders.
• Serve as the primary escalation point for operational and client-related issues.
• Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
• Maintain high client satisfaction through proactive communication and exceptional service delivery.
• Foster consistent communication between client leadership and internal operations teams.

• Develop and execute operational strategies that support client objectives and business growth.
• Lead process improvement initiatives focused on quality, efficiency, and service delivery.
• Implement governance standards and operational best practices across all locations.
• Coordinate special projects and support business growth initiatives.
• Monitor KPIs and SLAs to ensure consistent operational performance.
• Manage portfolio P&L performance, budgeting, forecasting, payroll, billing, revenue, and profitability.
• Identify opportunities to improve operational efficiencies while maintaining exceptional service levels.
• Ensure financial targets and operational metrics are consistently achieved.

• Promote a safe work environment while ensuring compliance with company policies and regulatory requirements.
• Conduct regular site audits and operational reviews.
• Maintain compliance with OSHA, EEOC, State Workplace Violence Prevention Plan, and all applicable policies.
• Investigate and report incidents, security concerns, and compliance issues promptly.

• 7–10+ years of progressive experience leading large, multi-site operations.
• Proven success managing geographically dispersed teams of 100+ employees across multiple locations
• Experience leading managers and developing high-performing leadership teams.
• Demonstrated success building executive-level client relationships within complex organizations.
• Strong experience managing KPIs, SLAs, operational metrics, and service delivery.
• Financial management experience, including P&L ownership, budgeting, forecasting, and profitability.
• Excellent leadership, communication, coaching, and conflict resolution skills.
• Strong strategic planning, organizational, and decision-making abilities.
• Project or program management experience is preferred.
• High level of integrity, professionalism, and business acumen.

Experience managing one or more of the following workplace service operations is highly preferred:

• Mailroom Operations
• Print & Copy Services
• Reception & Front Desk Operations
• Shipping & Receiving
• Office Services
• Records Management
• Workplace Experience & Hospitality
• Facilities Management
• Business Process Outsourcing (BPO) or Managed Services

• Executive presence with the ability to influence stakeholders at all organizational levels.
• A collaborative leadership style that develops managers through coaching, accountability, and empowerment.
• A client-first mindset with a passion for building long-term partnerships.
• Strong operational discipline balanced with strategic thinking and continuous improvement.
• Data-driven decision-making using KPIs, SLAs, and financial metrics to drive performance.
• Excellent judgment, communication, and the ability to effectively escalate critical issues when appropriate.

• Reports to the Senior Client Director

• Ability to sit, stand, walk, bend, kneel, and move throughout client locations for extended periods.
• Ability to lift, push, or pull up to 40 pounds and move materials using wheeled carts up to 60 pounds.
• Frequent computer, phone, and video conferencing work.
• Ability to travel up to 25%, based on business needs.