About this role
We Could Use Someone Like You in Our Crew.
Account & Operations Manager
Location: Jamaica, Nigeria or Costa Rica
Type: Full time
Salary: Dependent on experience
Reports to: Senior Account Manager
Direct reports: Project Managers
About ModSquad
ModSquad is a global digital engagement services company. Since 2007 we've helped brands look after their customers and communities online, delivering customer support, content moderation, social media and community management. Our Mods have supported clients in more than 70 countries in over 50 languages and dialects, and our work has won industry recognition including a Stevie Award for Customer Service Outsourcing Provider of the Year. Our teams in Jamaica, Nigeria and Costa Rica are central to how we deliver for clients around the clock.
Are you as comfortable in a client boardroom as you are on the operations floor?
ModSquad is looking for an Account/Operations Manager who can lead a client programme end to end. You'll be the person our clients trust with their brand, and the person your team relies on to make delivery work every day. You'll cover customer care, content moderation, community management and social media across chat, voice, tickets and social platforms.
We know few people are equally strong on both sides. Tell us where you shine, and we'll shape the role and your development around it.
What you'll do
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Manage the client partnership
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Build trusted relationships with client stakeholders and act as their main point of contact.
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Understand each client's goals, brand needs and success measures, and turn them into clear operational plans.
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Lead regular business reviews with performance data, insights and recommendations.
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Drive client growth, retention and account strategy: spot opportunities to expand the account and manage scope changes and renewals.
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Build cost models, manage account profitability and work with Finance on invoicing.
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Run the operation
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Lead and develop supervisors, team leads, project managers, agents and moderators.
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Own performance against SLAs and KPIs: AHT, FCR, CSAT, QA, moderation accuracy and engagement.
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Work with Workforce Management on forecasting, scheduling and staffing.
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Make sure teams follow client guidelines, platform policies and data privacy requirements.
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Resolve escalations and drive process improvement, automation and better tooling.
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What you'll bring
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5+ years in BPO, contact centre or digital engagement, with at least 2 years in a management role.
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Hands-on experience with customer support, moderation, social media or community management.
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Experience in client-facing work: managing relationships, presenting results, or handling contracts.
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Data-driven, with experience running teams to SLAs and KPIs and using data to improve performance.
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Confident communicator in writing and in person.
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Organised, adaptable and calm when priorities shift quickly.
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A track record of supporting client growth and retention, and of contributing to account strategy.
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Understanding of, or experience with, AI and automation in customer service or moderation, such as chatbots, AI-assisted moderation, agent assist or workflow automation.
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Nice to have
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Experience with cost models, pricing or P&L.
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COPC, Six Sigma, Lean or project management certification.
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Background in games, entertainment, e-commerce or consumer brands.
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Application questions
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These help us understand your strengths.
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- In your current or most recent role, roughly what percentage of your time goes on client-facing and commercial work versus running operations and teams?
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- Rank these from strongest to least strong: client relationships, commercial and financial management, people leadership, operational performance and process improvement.
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- Tell us about a time you grew or saved a client account. What did you do?
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- Tell us about a time you turned around an underperforming team or metric. What changed?
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- If you could choose, would you rather spend more of your week with clients or with your teams? Why?