Client Success & Operations Manager (US Client & Team Management)

ABOUT THE ROLE

Arc Group is looking for an experienced Operations & Client Leadership Manager to take ownership of people, clients, processes, and execution across our growing US business ecosystem.
This is a leadership position, not a basic Client Success, Account Management, Customer Service, or Virtual Assistant role.
We are looking for someone who has already operated at a BPO leadership or operations-management level and is comfortable being accountable for both US client relationships and team performance.
You will be expected to lead, make decisions, enforce standards, solve operational problems, and ensure that work gets done properly without requiring constant direction.
The right person should be able to walk into an operational problem, understand what is happening, determine what needs to change, and drive the team toward the required outcome.

THE ARC GROUP ECOSYSTEM
Arc Remote
A B2B remote staffing and operations company that places, integrates, and manages Philippine talent for US small businesses.
Kipkeh Media
A growing WhatsApp-based media network serving a highly engaged local community and supported by a Philippine operations team.
SetCo
A corporate entity formation and administrative services operation.
As the ecosystem grows, we need a leader who can help ensure that people, clients, systems, and execution remain aligned.

WHAT YOU WILL DO

Client Success, Retention & Business Execution: Own the post-sale client relationship for Arc Remote, including kickoff calls, 14-day check-ins, follow-ups, issue resolution, expectation management, and ongoing account health. Your responsibility does not end once a remote worker is placed. You must ensure the client is satisfied with the service, the remote worker is performing effectively, problems are addressed quickly, and the client has a clear reason to continue working with Arc Remote long-term.
Operational Problem-Solving: Identify bottlenecks, recurring issues, and gaps in execution. Take ownership of resolving problems rather than simply escalating them, and provide leadership with clear recommendations when escalation is necessary.
Process & SOP Management: Work closely with the Chief of Staff to implement, improve, and standardize SOPs and operational workflows across Arc Remote, Kipkeh, and SetCo.
Executive Unburdening: Take ownership of recurring client, team, and operational matters so CEO can remain focused on higher-level priorities and business growth.
Cross-Functional Leadership: Coordinate people and priorities across multiple workstreams, ensuring that new initiatives and management direction are translated into consistent day-to-day execution.

SKILLS & QUALIFICATION

BPO Leadership Experience: 5+ years of BPO experience with significant experience in Operations Management, Team Leadership, Account Management, Service Delivery, Client Operations, or a similar leadership role working with US accounts.
Proven People Management: Experience managing teams, setting expectations, monitoring performance, providing feedback, addressing performance issues, and maintaining accountability.
US Client Leadership: Demonstrated experience communicating directly with US clients, business owners, or senior stakeholders and managing client expectations professionally.
Client Retention Mindset: Understands that acquiring a client is only the beginning. Able to build trust, identify dissatisfaction early, manage service issues, and work cross-functionally to protect long-term client relationships.
Flawless Professional English: Exceptional written and spoken English with clear, confident communication and the ability to represent the company professionally on US client calls.
High EQ & Leadership: Able to manage difficult conversations, hold people accountable, resolve conflicts, manage expectations, and maintain professionalism under pressure.
High-Agency Execution: You do not wait for step-by-step instructions. You identify what needs to happen, determine the appropriate next steps, take ownership, and follow through until the outcome is achieved.
Operational Mindset: You naturally look for gaps, inefficiencies, recurring problems, and ways to improve how people and processes operate.

COMPENSATION & CAREER GROWTH

Monthly Salary: $1,300 USD / month.
This is a fixed monthly compensation and purely work from home.
Reliable Payments: Secure, predictable weekly processing via Wise.
Long-Term Trajectory: This role is designed for increased responsibility as our ecosystem scales. Strong performance may lead to opportunities for broader operational leadership and senior management responsibilities.

HOW TO APPLY

We hold our team to high standards of detail and excellence. To ensure a smooth screening process, please complete the following steps:

Email Subject Line: Set your email subject strictly to: CS & Ops Manager - Your Full Name
Application Package: Include a single Google Drive or iCloud link (set permissions to "Anyone with the link can view") containing:

Updated Resume / CV
Tech Specs & Internet Screenshot: Proof of 16GB+ RAM (if lower, state in your message if your system is upgradable) and primary/backup internet speeds.
Workspace & Backup Power Proof: Clear photos of your quiet home office setup and your backup power system (UPS, power station, generator, or solar) to guarantee uninterrupted remote uptime.
60-Second Audio Sample (Mandatory): Upload a short voice clip (Vocaroo or Drive audio) addressing this prompt:
Record a 60-second voicemail to a US client who is unhappy with their remote worker's performance and is considering ending the service. As the Operations Manager, acknowledge the concern, take ownership, and ask to discuss the next steps to resolve the issue.