Client Operations Manager

Description

Sifted Logistics Intelligence (“Sifted”) is at the forefront of logistics optimization, providing a cutting-edge SaaS platform and predictive analytics tools designed to revolutionize the way parcel shippers manage their operations. 

Our platform goes beyond traditional consulting methods, empowering businesses to continuously calibrate, automate, and monitor their shipping spend, carriers, and contracts with unparalleled precision and insight.

We’re driving a tectonic shift in the logistics industry, redefining what’s possible for our clients.

Be part of a company that created a category and is continuously building. If you get excited about defining market verticals and making an impact, Sifted is the place for you. Join us and be a part of something extraordinary.

In this role, you will oversee day-to-day operations for teams responsible for processing claims, managing timely bill payments, and handling client support needs such as user and point-of-contact (POC) updates. You’ll be responsible for driving performance against SLAs, optimizing processes, and creating a culture of accountability, collaboration, and continuous improvement.

Requirements

Team Leadership & Development

• Directly manage a team of 5–6 individual contributors across Claims, Bill Pay Services, and Client Support
• Hire, train, and coach team members to ensure role clarity, accountability, and engagement
• Foster a high-performing team culture centered on quality, ownership, and client satisfaction
• Conduct regular 1:1s, performance reviews, and career development discussions

Operational Execution & Service Delivery

• Oversee the accurate and timely processing of claims and resolution workflows
• Ensure bills are processed and paid on time according to client and internal SLAs
• Manage daily client support requests, including user additions, point-of-contact (POC) updates, and general inquiries
• Monitor, track, and report on SLA adherence and client satisfaction across all service areas
• Serve as an escalation point for complex client issues, ensuring timely resolution

Process Improvement & Growth

• Evaluate and improve workflows across all three teams to increase efficiency and scalability
• Collaborate with cross-functional partners (Sales, Product, Finance) to ensure alignment and service continuity
• Identify opportunities to automate, streamline, or enhance operational tasks and handoffs
• Define and report on key performance metrics; use data to drive decision-making and continuous improvement
• Contribute to strategic planning for team growth, capacity management, and service evolution

Desired Skills and Experience

• 3+ years of experience in operations, client services, or service delivery roles, including 2+ years of people management
• Proven success managing service-oriented teams and delivering against SLAs
• Strong understanding of client-facing operations, ideally in claims, billing, or support environments
• Excellent leadership, coaching, and communication skills
• Process-oriented mindset with experience optimizing or scaling operational workflows
• Comfort working in a fast-paced environment with shifting priorities
• Strong analytical and reporting skills; familiarity with service platforms or ticketing systems (e.g. Salesforce, Jira) is a plus
• Passion for delivering exceptional service and building high-functioning teams

What we provide

• A supportive and transparent work culture that encourages innovation and growth
• A variety of medical, dental, and vision plans, designed to fit you and your family’s needs
• 401K program to help you invest in your future
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.

*Denotes an essential function of the role