Account Operations Lead

Job Title

Job Description Summary

Job Description

POSITION SUMMARY:

Reports to the Account Operations Director and is responsible for executing core account operations functions including KPI performance tracking, governance deliverables, client and internal communications, operating rhythms, and process enablement. This role serves as a critical execution partner across the account, translating strategy into action by building, managing, and delivering the day-to-day outputs that drive performance, consistency, and client satisfaction.

This position plays a hands-on role in developing materials, coordinating stakeholders, maintaining operational processes, and ensuring follow-through on commitments across service lines. Additionally, this role supports internal communications, training, and knowledge management to enable a more efficient, informed, and aligned account organization.

ESSENTIAL JOB DUTIES:

• Account Operations & Governance – responsible for executing the following activities:
  • KPI tracking, reporting, and performance analysis, including identification of risks and corrective actions
  • Preparation, aggregation, and submission of governance materials (QBRs, monthly reports, scorecards, etc.)
  • Change control tracking and coordination for governance submission and approvals
  • Monitoring service delivery performance, including PO violations, invoice exceptions, and operational risks
  • Tracking and driving closure of action items from governance calls, operating reviews, and client meetings
  • Supporting contract management processes, including escalations, compliance tracking, and documentation

• Operating Rhythm & Deliverables – responsible for executing the following activities:
  • Assistance with development of content and coordination for QBRs, monthly reviews, and other client-facing meetings
  • Creation of client-ready presentations, reports, and supporting materials
  • Coordination of meeting logistics, agendas, and follow-ups across account leadership forums
  • Supporting financial and operational insights reporting (including visibility into risks, trends, and opportunities)
  • Assisting with benchmarking, business case inputs, and growth opportunity materials

• Communications & Engagement – responsible for executing the following activities:
  • Development and distribution of internal account communications (emails, newsletters, All Staff materials, etc.)
  • Supporting leadership with preparation for Town Halls, client meetings, and internal presentations
  • Translating operational updates and complex information into clear, structured communications
  • Maintaining consistency and quality across all account messaging and presentation materials
• Training, Enablement & Knowledge Management – responsible for executing the following activities:
  • Supporting onboarding and offboarding coordination, including process tracking and documentation
  • Development and maintenance of playbooks, process documentation, and policy/procedure libraries
  • Creating and maintaining training materials and enablement resources
  • Supporting knowledge management tools (e.g., SharePoint), ensuring content is current and accessible
  • Providing ad hoc support for training sessions, Q&A, and process adoption

• Operational Support & Program Execution – responsible for executing the following activities:
  • Supporting cross-functional initiatives and operational programs through coordination and task execution
  • Tracking progress across initiatives, identifying risks, and escalating issues as needed
  • Assisting with change management efforts, including communication, documentation, and stakeholder coordination
  • Providing ad hoc operational and administrative support for client and account needs
  • Supporting office/retail meetings and other operational forums as required

• Other skillsets
  • Ability to operate effectively in ambiguous environments, bringing structure, clarity, and forward momentum with limited direction
  • Comfortable navigating evolving priorities and undefined processes, with the ability to adapt quickly while maintaining quality and focus
  • Strong execution and task management across multiple priorities
  • Process documentation and continuous improvement mindset
  • Change management and operational enablement
  • Training and content development
  • Data interpretation and performance tracking
  • Presentation development and structured storytelling

EDUCATION/EXPERIENCE/TRAINING:

• Bachelor’s Degree preferred.
• Strong proficiency in Microsoft Office Suite (PowerPoint, Excel, Word) and collaboration tools (SharePoint, Teams, etc.)

WORK EXPERIENCE:

• 3–7+ years of related experience in operations, program coordination, account management, or similar roles
• Specialized knowledge / skills:
  • Strong organizational and execution skills, with the ability to manage multiple priorities simultaneously
  • Ability to analyze data, identify trends, and support development of actionable insights
  • Strong written and verbal communication skills, including development of professional presentations and materials
  • Ability to work in a fast-paced, matrixed environment with multiple stakeholders
  • High attention to detail and commitment to quality and accuracy
  • Ability to follow through on tasks, drive completion, and escalate when needed
  • Working knowledge of process improvement, documentation, and operational workflows

PHYSICAL DEMANDS/ENVIRONMENTAL WORK CONDITIONS:

Must be able to travel monthly. Travel may vary in frequency and duration.

AAP/EEO STATEMENT

C&W provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, C&W takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics. Discrimination of any type will not be tolerated.