• Set up and configure project management boards in Asana (or equivalent tools) for each new client engagement, including task structures, timelines, milestones, and team assignments. • Support progress on resource scoping activities, ensuring the right team members are allocated and timelines for deliverables, including rate turnaround are clearly defined and adhered to. • Develop and maintain standardized launch playbooks and checklists to ensure consistency across engagements. • Maintain accurate and up-to-date rate cards, and pricing documentation for all active client accounts. • Track rate changes, approvals, and renewal timelines; proactively flag upcoming expirations or discrepancies. • Implement and manage client satisfaction surveys (NPS, CSAT, or similar) at key milestones and on a recurring basis. • Monitor and document qualitative and quantitative signals of client sentiment, including feedback from calls, emails, and meetings. • Maintain a client health scorecard and escalate at-risk accounts to leadership with supporting context and recommended actions. • Serve as a key point of contact for day-to-day client operational inquiries, ensuring timely and professional responses. • Draft and send regular status updates, project reports, and operational communications to clients. • Manage the full contract lifecycle: drafting, review routing, execution tracking, storage, and renewal scheduling. • Maintain a centralized contract repository with clear version control and easy access for authorized stakeholders. • Support client onboarding and offboarding processes, ensuring a smooth transition at every stage of the engagement lifecycle. • Assist with invoicing coordination, purchase order tracking, and billing reconciliation in partnership with Finance. • Contribute to the development and continuous improvement of internal SOPs, templates, and operational workflows. • Prepare data and materials for Quarterly Business Reviews (QBRs) and executive-level client reporting. • Support cross-functional initiatives related to CRM hygiene, data integrity, and process automation.

• Ensure service delivery in a manner that meets or exceeds client expectations • Directly responsible for the operational delivery objectives set forth by the client scopes of work and service level agreements • Lead a team of Account Coordinators • Drive the customer service experience by measuring and analyzing performance metrics in alignment with key company objectives centered on exceptional service, customer retention, and quality assurance

Process various financial transactions, maintain high work standards, communicate effectively with stakeholders, and support compliance with regulations while fostering teamwork and continuous improvement within a dynamic environment.

• Own the design of every Member Operations workflow as a productized funnel: structured inputs, orchestrated execution, automated feedback loops, measurable quality, SLA-bound delivery. • Own the Operations Intelligence Warehouse, the data layer that makes throughput, quality, variance, and capacity inspectable and decision-ready. • Implement statistical process control across all production workflows, replacing anecdote with evidence. • Build queuing and capacity models that drive staffing decisions and surface bottlenecks before they break the operation. • Encode standards into Policy-as-Code: automated enforcement of bookkeeping quality gates, tax scorecards, and AI exception logic. • Lead the prototype-to-Engineering handoff. • Build and lead a small team of operations analysts, process architects, and tool builders.