Senior Account Director
Location: San Francisco, CA
About the Role
As a Senior Account Director , you will lead and develop a high-performing client operations team, ensuring the successful delivery of all key client commitments and contractual obligations. This role sits within Operations Management and focuses on driving strategic execution, operational excellence, and long-term value for large, high-profile accounts.
Duties / Responsibilities
- Provide formal leadership and oversight to your team, including recruiting, onboarding, coaching, performance evaluations, and professional development.
- Manage daily team operations, setting schedules, assigning tasks, cross‑training staff, and tracking departmental deadlines.
- Partner with senior sales leaders to define complex project requirements, design approaches, and investigate solutions to achieve optimal outcomes.
- Proactively identify and mitigate operational risks, developing and implementing timely action plans.
- Coordinate and secure resources needed to deliver key projects and build strategic operational plans.
- Own and strengthen relationships with high‑profile clients, identifying growth opportunities and improvements within existing accounts.
- Review service performance reports, ensuring SLAs are consistently met and exceeded.
- Resolve escalated operational or technical challenges, collaborating with senior internal stakeholders and cross‑functional client teams.
- Serve as a subject matter expert on core systems, processes, and operational delivery.
- Influence and guide teams with both policy alignment and innovative thinking, to drive process improvements.
- Improve and evolve methods, standards, and workflows within the operational discipline.
- Demonstrate proactive problem‑solving while understanding broader impacts across the department.
Education / Experience
- Bachelor’s degree preferred OR a combination of education and experience will be considered.
- 5-8+ years of relevant operations, client account leadership, or program management experience.
- Proven people‑management background in staffing, talent selection, training, development, coaching, performance measurement, and team retention.
- Strong leadership skills to motivate teams toward broad operational objectives, with cross‑discipline and departmental impact.
Job Details
- Seniority level: Director
- Employment type: Full‑time
- Job function: Management, Strategy/Planning, and Customer Service
- Industries: Facilities Services