Manager, Client Experience Resolution & Optimization (CERO)

The Manager of Client Experience Resolution & Optimization (CERO) leads the intake, triage, and resolution process for client-impacting issues within Client Services. This role establishes governance for intake workflows, ensures issues are accurately validated and routed, and drives consistency in how Client Services manages and resolves operational challenges. The Manager partners across the organization to streamline processes, reduce manual work, and improve end-to-end client experience, while providing coaching for the CERO Analyst.

Position Responsibilities:

• Build and manage a standardized intake and routing process for Client Services issues.
• Govern issue of triage, prioritization, and cross-functional coordination.
• Serve as the primary point of contact for inquiries related to intake, validation, and routing.
• Develop and maintain SOPs, workflows, and documentation supporting Client Services operations.
• Establish and monitor high?level performance indicators (e.g., intake volumes, turnaround times, quality measures) in partnership with internal analytics teams.
• Lead continuous improvement initiatives aimed at simplifying workflows and reducing recurring issues.
• Partner with functional teams to identify process gaps and support implementation of improvements.
• Coach, mentor, and support ongoing development of the CERO Analyst.

Required Qualifications:

• Bachelor's degree is required
• 5+ years of experience in client services, operations, or workflow/process management.
• Demonstrated success in establishing governance structures or managing intake of workflows.
• Strong collaboration, communication, and organizational skills.
• Ability to manage complexity and problem-solve in a fast-paced environment.

Remote, US Salary Range

$95,000 - $150,000 USD