Operations Manager (Account Management)

We are seeking a highly organized, proactive and creative Operations Manager to support our Account Management team, ensuring operational excellence and high standards of service delivery for some of the worlds largest online platforms. Working closely with the Chief Customer Officer, you will design and maintain the tools and processes that enable our team to manage relationships effectively and drive client retention. This role is ideal for someone who is highly independent, capable of managing multiple priorities, clearing obstacles without needing 'hand-holding' and thrives on turning complex needs into scalable workflows
Key Responsibilities
1. Client health & engagement tracking: Develop, maintain and continuously improve the customer health scoring framework across accounts. 2. Operational excellence & process development: Build and optimize scalable processes for how the Account Management team works with clients - from onboarding through renewal. 3. Cross-functional coordination: Work hand-in-hand with the Chief Customer Officer to identify operational gaps and implement improvements, partner with other teams and serve as the glue that brings internal teams together around customer health and service quality. 4. Team enablement & accountability: Ensure account managers are using internal systems and processes properly, consistently and accurately. 5. Operational support for strategic accounts & quality excellence: Support preparation for QBRs, renewals, and major client meetings with templates, data, and coordination support.
About us:
We are the leading provider of security and safety solutions for online experiences, safeguarding more than 3 billion users, top foundation models, and the worlds largest enterprises and tech platforms every day. As a trusted ally to major technology firms and Fortune 500 brands that build user-generated and GenAI products, we empower security, AI, and policy teams with low-latency Real-Time Guardrails and a continuous Red Teaming program that pressure-tests systems with adversarial prompts and emerging threat techniques. Powered by deep threat intelligence, unmatched harmful-content detection, and coverage of 117+ languages, we enable organizations to deliver engaging and trustworthy experiences at global scale while operating safely and responsibly across all threat landscapes.