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Client Service Manager

New York, New York, United States

About the Role

The Client Service Manager (CSM) position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSM will act as the primary daily client. While overseeing the staff onsite for all supervisory functions required. 

We are seeking a driven, client-focused Operations Manager to lead site operations, strengthen client partnerships, and drive continuous improvement. This role is responsible for delivering operational excellence, ensuring financial performance, and fostering a high-performing team culture. The ideal candidate is strategic, solutions-oriented, and thrives in a fast-paced, service-driven environment.

What You’ll Do

  • Champion client satisfaction by proactively implementing governance models and service standards

  • Lead day-to-day site operations, ensuring efficiency, quality, and accountability

  • Drive operational improvements, process standardization, and performance benchmarking

  • Manage financial performance including hours, gross margin, profitability, growth, payroll, billing, and A/R

  • Oversee vendor relationships and lead negotiations

  • Coordinate and execute special projects and strategic initiatives

  • Handle client escalations and ensure timely, effective resolution of all requests

  • Maintain strong communication with clients and internal leadership at all levels

  • Lead monthly and quarterly business reviews

  • Manage staffing levels, scheduling, and resource allocation

  • Maintain a safe, compliant, and productive work environment

  • Coach, develop, and cross-train team members to support career growth

  • Set clear expectations, communicate daily goals, and promote service excellence

What We’re Looking For

  • 5+ years of operational management and high-level client relationship experience

  • Proven experience supervising teams of 5–10 employees

  • Strong financial acumen with P&L management experience

  • Ability to build trusted relationships with C-level executives

  • Exceptional organizational, presentation, and interpersonal skills

  • Strategic thinker with a results-oriented mindset

  • High integrity, strong business ethics, and a team-first approach

  • Advanced computer proficiency

  • Industry experience preferred

Key Competencies

  • Results-driven and performance-focused

  • Client-obsessed with a commitment to service excellence

  • Strong problem-solving and decision-making abilities

  • Professional, articulate, and confident communicator

  • Detail-oriented with strong organizational skills

  • Able to navigate sensitive situations with diplomacy and tact

Physical Requirements

This role requires the ability to stand, walk, bend, kneel, or sit for extended periods; operate office equipment; lift up to 40 lbs. frequently; and use visual acuity and manual dexterity to perform daily tasks.

 

Compensation: 
The expected compensation is an estimate, and the final offer will depend on skills, experience, and other job-related factors.

Use of Artificial Intelligence (AI):
No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse applicant tracking system, which does not apply AI in these parts of the hiring process.

Vacancy Status:
This posting is for an existing vacancy.

Pay Range

$77,000 - $80,000 USD

WHAT WE OFFER

  • Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
  • Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
  • We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
  • Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
    • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform. 

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

To view our privacy policy, click on the link below: Data Privacy Statement

Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.

 

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