Manager leading national client relations, small - business, pension service, and sales support teams. Improving retirement client experiences and operational performance for Manulife, an international financial services provider.
About the role
- Client Lead managing multidisciplinary delivery for Storyteller, a B2B SaaS Stories platform. Leading operations, people, analytics, integrations and AI-enabled services for a major US sports client.
Responsibilities
- Lead and develop the multidisciplinary team delivering work for a major sports client account
- Maintain a clear operating picture across priorities, owners, deadlines, dependencies, risks and decisions
- Set workload and standards, inspect delivery and intervene when quality, pace or performance slips
- Run high-volume work across content, publishing, design, analytics, client projects, releases, integrations and AI-enabled services
- Turn unclear requests into practical plans with outcomes, scope, owners, actions, dependencies, deadlines and decisions
- Use operating, audience and delivery data to diagnose problems and make decisions
- Coordinate with design, content, product, engineering, support and client leaders
- Help functional leaders manage priorities and handoffs and provide operational cover
- Lead ambiguous operational projects, including audits and migrations, while maintaining live delivery
- Improve operating systems by simplifying tracking, moving appropriate work from Airtable into Linear, and building review rhythms, automations and controls
- Identify ownership, process or hiring needs and help build resulting capabilities
- Prepare accurate client updates and lead day-to-day delivery conversations, including incidents and difficult news
- Make independent day-to-day decisions and escalate decisions requiring senior or specialist input
Requirements
- Direct people leadership experience, including setting standards, allocating work, coaching people and handling performance problems
- Experience managing several simultaneous workstreams across different disciplines
- Ability to make consequential decisions from incomplete evidence
- Experience materially improving a process, system or operating model
- Experience helping specialists or functional leaders deliver better
- Experience closing capability gaps through clearer ownership, process change or hiring
- Practical AI use that improved a measurable outcome
- High agency and strong judgement
- Operational grip across multiple workstreams
- Numeracy and analytical ability
- Clear communication with team members, specialists and senior client stakeholders
- Cross-functional experience across content, design, analytics, projects, product, engineering and service delivery
- Systems thinking
- Practical AI fluency, including validating outputs and driving adoption
- Pace, resilience and attention to detail
- Genuine interest in basketball and sport
- Relevant experience may come from client operations, delivery leadership, content or publishing operations, programme management, product operations, support operations, media, sport or another high-volume environment
- Ability to work 8am–4pm Eastern Time, with availability during key evening/weekend tentpole moments
- Legal right to work in Canada, either without restrictions or through a visa
Benefits
- 33 days paid leave
- Benefits
- Fully remote working anywhere in Canada
- Modern tooling environment
- Opportunity to work closely with major basketball and sports clients
- Sensible AI use allowed and expected in recruitment exercise
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Degree requirement
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