Client Operations Manager

About the Role

You'll own the end-to-end operational experience for a portfolio of enterprise clients navigating the immigration process - from onboarding through case completion. This isn't a reactive support role: you'll coordinate across Legal, Billing, Product, Engineering, Sales, and Finance to proactively resolve friction before it reaches clients. As Manifest scales, your work compounds - every process you improve and every manual workflow you eliminate affects hundreds of clients and thousands of beneficiaries.

What You’ll Do

• Own operational health for a defined portfolio of enterprise clients end-to-end
• Serve as the primary operational contact for HR teams, recruiters, and beneficiaries
• Monitor case progress and flag risks to attorneys before they become escalations
• Coordinate cross-functional work across Legal, Billing, Finance, Product, and Engineering
• Lead operational escalations with clear ownership and timely resolution
• Identify bottlenecks and manual workflows; partner with Engineering to automate them
• Build SOPs, playbooks, and documentation that help the business scale

Must-haves

• 3+ years in operations, client success, customer operations, or program management
• Proven ability to manage multiple enterprise client relationships simultaneously
• Strong written and verbal communication with direct client-facing experience
• Skilled at driving cross-functional work forward without direct authority
• Process-oriented with a track record of identifying and eliminating inefficiencies

Nice-to-haves

• SQL proficiency and comfort with independent operational data analysis
• Experience with automation tools, AI workflows, or process improvement methodologies
• Prior experience partnering with Product and Engineering teams

This Is for You If

• You want to own complex operational problems from start to finish, not just triage them.
• You see inefficient processes as problems to fix, not facts of life.
• You're energized by high ownership and shaping how a growing company operates.

This Is Not for You If

• You prefer clearly scoped, narrowly defined responsibilities over broad ownership.
• You gravitate toward reactive support rather than proactive problem-solving.
• You're looking for a remote or hybrid arrangement - this role is fully in-person in NYC.