Director, Client Operations, E-Commerce

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for bolder impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

We are seven years into our journey and are excited to be evolving our approach to our Client relationships.  As such, Boldr is deploying a Strategic Business Unit (SBU) focus. 

The Director of our E-Commerce SBU will be responsible for co-creating the strategy and executing this strategy to grow our Client relationships.  As a subject matter expert, you will be responsible for identifying trends across our Client base and deriving themes from these trends, and express them in such a way that that helps build our strategic framework and adds value to the client relationship. You will dive into research around the sectors that fall under E-Comm and learn how typical business models and customer support work so that you can truly partner with our Clients. You’ll understand the technology landscape and ecosystems that support these businesses and know how we fit into their ‘stack’. The ideal candidate for this position is somebody with a strong entrepreneurial mindset to deliver on our day-to-day KPIs and proactively make recommendations to our Clients to support them in their business and build true partnerships. 

In this role, you will have the opportunity to engage with clients in pre-sales and post-sales. You will be responsible for the overall health of this strategic business unit. 

We’re looking for a self-starter, hard-working, and dedicated team member to jump in and be a key part of our Client Experience leadership team. 

In this role, you are responsible for maintaining and nurturing Boldr’s Client relationships and developing and empowering Boldr’s CX Managers to succeed. You will act as a business owner, taking full accountability for the success of your Clients and team members, ensuring they are fully equipped to meet our clients' commitments and do so with the highest quality. 

You will help foster a healthy working environment for our team members. You will represent Boldr to our Clients and act as our internal Client across various departments. You will need to be laser-focused on our operational performance and daily management and mentorship of global Client Experience Managers. 

WHAT WILL YOU DO

Client Relationship Management

• Build and sustain strong relationships with e-Commerce clients and internal teams, fostering trust and collaboration.
• Lead performance reviews with client stakeholders and Boldr leadership to ensure alignment and continuous improvement.

Cross-Functional Collaboration

• Partner with key departments to resolve complex client issues and drive operational excellence.
• Ensure timely, objective resolution of inquiries while maintaining updated documentation and driving process improvements.

Strategic Oversight

• Manage and mentor Client Experience Managers, ensuring SLA compliance and KPI achievement.
• Review and approve MSAs, SLAs, and other contracts in collaboration with the CX and contracts teams.

Business Development

• Develop relationships within client organizations to identify and drive growth opportunities.
• Lead client contract renewals and negotiations to secure long-term partnerships.
• Partner with our Director of Global Client Success to drive value with our Top Tier Clients

Operational Accountability

• Maintain accurate client records and invoicing in HubSpot while addressing billing issues and accounts receivable.

Industry Leadership

• Stay informed on e-Commerce trends, challenges and innovation opportunities that  provide insights and act as a thought leader for Boldr, and as a trusted advisor for our Clients
• Utilize industry knowledge and best practices to guide collaborative strategies with clients. 

Leadership and Development

• Mentor and develop Client Experience Managers through regular guidance, coaching, and performance management.
• Join client calls, team huddles, and coaching sessions to stay informed on client and team dynamics.
• Foster growth with tailored development plans and constructive feedback, addressing performance issues as needed.

Culture and Values

• Uphold and promote Boldr’s values and culture across the organization.
• Support team members' career growth by aligning their abilities with organizational needs.

Operational Excellence

• Oversee achievement of KPIs and SLA compliance, addressing gaps through root cause analysis and team accountability.
• Act as an escalation point for Team Captains to resolve complex issues promptly.
• Utilize performance excellence experience to guide performance improvements and support management in developing, implementing and presenting action plans to team members and clients.

Change Leadership

• Champion and implement company-wide policies, processes, and tools, driving continuous improvement and operational success.
• Maintain an open door policy by welcoming and encouraging questions and/or needs for additional support and guidance where significant changes have been made.

Tools, Administration, and Reporting

• Familiarity with Google Suite of Services is a must for this role.
• Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr
• Experience with Hubspot is a plus.
• Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations), collect feedback, and drive necessary actions to completion.
• Proficiency in data analysis and strategic planning

Training

• Advocate for any necessary training or upskilling that is trending and promote best practices related to Tools and Processes.
• Onboard new managers within the e-Commerce SBU to ensure they are fully ready to succeed in their role.

Ongoing support and knowledge sharing

• Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement
• Provides input and communication to drive Client Success improvement for all Clients, enterprise-wide

You are...

• Curious and authentic, just like us! #beboldr 
• An excellent communicator across all stakeholders
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about Client satisfaction 
• Proactive and self-motivated
• Borderline obsessive, curious, keen to learn, grow, and inspire to share your skills and talents with the team.
• A confident yet humble servant leader who is self-aware and willing to ask for help
• A quick learner
• Adept at giving as well as taking direction
• Able to understand and prepare for the impact of a simple “yes”; able to provide alternative solutions when “no” is necessary
• Able to DO and DELEGATE; understand the different circumstances where each is necessary
• Purposeful with a sense of urgency
• Able to connect with team members, Clients, and internal customers
• Able to manage conflict, redirect differences towards a common goal

You have the ability to...

• Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times.
• Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations.
• Read, research, and draft letters, emails,  and documents.
• Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Speaking in a public setting and delivering presentations to individuals and groups.
• Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences. 
• Use all Google Suite products. 

Your experience includes…

• 4+ years experience in progressively complex leadership roles with a focus on people management & client support.
• Knowledge of BPO,  Staffing, Tech, or other Business Service Industries strongly preferred
• Experience in e-Commerce is an advantage

Base salary + benefits.

• Paid Time Off
• Training & Development
• Mental Health Support
• Global culture environment