Account Operations Lead

Account Operations Lead

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

37+ 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.