Manager, Client Services

POSITION SUMMARY

The Manager, Client Services for Optima Tax Relief, LLC ("Optima") is located in the Santa Ana, California office and reports to the Chief Customer Officer. This role is responsible for overseeing day-to-day call center operations, ensuring performance metrics are achieved while maintaining a high-quality member experience. This role drives accountability across teams, aligns cross-functional departments, and reinforces service standards through coaching, performance management, and quality oversight. Must balance operational discipline with a strong focus on coaching and development-ensuring teams not only meet targets but deliver consistent, high-quality interactions that build trust and long-term member relationships. Managers must also champion Optima's culture and Core Values and help lead the department to deliver the best customer experience.

ESSENTIAL DUTIES & RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Monitor and manage core performance metrics including productivity, call handling efficiency, service levels, and quality scores.
• Identify trends, gaps, and performance risks; implement corrective action plans.
• Partner with leadership to set targets and ensure alignment across departments.
• Ensure teams understand both the what (metrics) and the why (member impact), reinforcing balanced performance expectations.
• Oversee quality assurance programs, including call monitoring, scorecards, and audits.
• Develop and implement operational strategies.
• Ensure consistent application of service standards, scripts, and call handling expectations.
• Drive continuous improvement initiatives based on QA insights and customer feedback.
• Partner with QA and training teams to evolve scorecards and elevate interaction quality.
• Provide ongoing coaching to Team Leads and frontline staff to improve performance and call quality.
• Advise leadership on departmental performance and improvements.
• Reinforce best practices through real-time feedback, call reviews, and targeted development plans.
• Support onboarding and training initiatives to ensure readiness and consistency.
• Build a culture of accountability, growth, and continuous learning.
• Maintain operational discipline across departments, ensuring processes are followed and expectations are clear.
• Act as a key liaison between departments (CM, Tax Prep, CS, Brand Protection, Training and Operations) to maintain alignment.
• Lead regular performance reviews, calibration sessions, and team meetings.
• Ensure escalations are managed effectively and resolved in a timely, professional manner.
• Identify process inefficiencies and implement improvements to increase productivity and service quality.
• Ensure adherence to internal policies, compliance requirements, and service protocols.
• Support audits, reporting, and documentation efforts as needed.
• Actively participate in Optima culture events and activities.
• Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information (PII).
• Other duties as assigned.

In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.

EDUCATION AND EXPERIENCE REQUIREMENTS

• 5+ years in call center or client services operations, with at least 2 years in a leadership role.
• Proven experience managing performance metrics and driving operational results.
• Strong background in coaching, performance management, and team development.
• Experience with quality assurance programs and call monitoring tools.

KNOWLEDGE, SKILLS,& ABILITIES

• Excellent communication, leadership, and cross-functional collaboration skills.
• Strong analytical mindset with the ability to translate data into action.
• Performance Management & Accountability.
• Coaching & Leadership Development.
• Quality & Customer Experience Focus.
• Operational Excellence.
• Cross-Functional Alignment.
• Data-Driven Decision Making.