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ClearOne Advantage · 23 hours ago

Client Services Operation Experience Specialist

United States

Full-time

Remote

Entry Level

1+ years exp

ClearOne Advantage is seeking a Client Services Operation Experience Specialist to enhance frontline performance and operational alignment within the Client Success organization. The role involves analyzing operational inputs to improve client retention and performance, as well as collaborating with various departments to ensure effective communication and operational readiness.

ConsultingFinancial Services

Growth Opportunities

Responsibilities

Analyze employee sentiment, onboarding feedback, early-tenure trends, and operational inputs to identify root causes impacting clarity, execution, and performance

Translate insights into actionable recommendations that support improvements in client retention, agent retention, NPS, and frontline effectiveness

Independently design, execute, and measure initiatives with clear objectives, success metrics, and alignment to departmental goals

Evaluate the employee experience during the first 90–180 days to identify gaps in operational clarity, resource accessibility, and process understanding that impact readiness and performance

Partner with CX & Training Support to share insights and trends while maintaining clear role boundaries—Training owns curriculum; this role owns operational enablement and friction identification

Monitor the impact of improvements on speed to proficiency, early-tenure retention, and quality outcomes

Own monitoring and analysis of attendance and shrinkage trends within Client Success to support operational readiness and service-level stability

Identify patterns affecting productivity, capacity, and client experience

Partner with Operations Support and leadership to address attendance risks through proactive communication, intervention, and operational adjustments

Ensure attendance expectations are clearly communicated and consistently reinforced to support accountability and performance standards

Track the impact of attendance and shrinkage initiatives on productivity, client effort, AI containment, and overall operational performance

Develop clear, effective communications that drive understanding and adoption of operational updates, SOP changes, performance expectations, and departmental initiatives

Strengthen feedback loops between frontline teams and leadership by proactively surfacing risks, gaps, and emerging trends

Ensure communication efforts contribute to measurable improvements in consistency, accuracy, and execution

Reinforce cultural expectations and performance behaviors that directly influence client experience, including empathy, accuracy, adherence, and first-contact resolution

Lead recognition efforts that intentionally highlight performance-linked behaviors and departmental achievements

Integrate engagement initiatives into daily operations in ways that support accountability, connection, and sustained high performance

Promote awareness of development pathways, advancement opportunities, and performance milestones to strengthen engagement and retention

Highlight success stories that reinforce desired behaviors and support a culture of continuous improvement

Collaborate with Operations Support, Operations Performance, Reporting, Training Support, and frontline leadership to ensure experience initiatives align with operational goals

Provide support for departmental priorities, cross-functional projects, and ad-hoc initiatives as needed

Serve as backup to the Operations Performance Specialist, supporting communications, SOP distribution, and performance tracking during peak operational periods

Qualification

Analytical skillsProject managementCommunication skillsMetric-driven experienceMicrosoft Office proficiencyCross-functional collaborationInfluencing skillsRelationship-building skillsCritical-thinking skills