Account Operations Lead

Job TitleAccount Operations LeadJob Description SummaryReports 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.Job DescriptionPOSITION SUMMARY: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 actionsPreparation, aggregation, and submission of governance materials (QBRs, monthly reports, scorecards, etc.)Change control tracking and coordination for governance submission and approvalsMonitoring service delivery performance, including PO violations, invoice exceptions, and operational risksTracking and driving closure of action items from governance calls, operating reviews, and client meetingsSupporting contract management processes, including escalations, compliance tracking, and documentationOperating Rhythm & Deliverables – responsible for executing the following activities:Assistance with development of content and coordination for QBRs, monthly reviews, and other client-facing meetingsCreation of client-ready presentations, reports, and supporting materialsCoordination of meeting logistics, agendas, and follow-ups across account leadership forumsSupporting financial and operational insights reporting (including visibility into risks, trends, and opportunities)Assisting with benchmarking, business case inputs, and growth opportunity materialsCommunications & 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 presentationsTranslating operational updates and complex information into clear, structured communicationsMaintaining consistency and quality across all account messaging and presentation materialsTraining, Enablement & Knowledge Management – responsible for executing the following activities:Supporting onboarding and offboarding coordination, including process tracking and documentationDevelopment and maintenance of playbooks, process documentation, and policy/procedure librariesCreating and maintaining training materials and enablement resourcesSupporting knowledge management tools (e.g., SharePoint), ensuring content is current and accessibleProviding ad hoc support for training sessions, Q&A, and process adoptionOperational Support & Program Execution – responsible for executing the following activities:Supporting cross-functional initiatives and operational programs through coordination and task executionTracking progress across initiatives, identifying risks, and escalating issues as neededAssisting with change management efforts, including communication, documentation, and stakeholder coordinationProviding ad hoc operational and administrative support for client and account needsSupporting office/retail meetings and other operational forums as requiredOther skillsetsAbility to operate effectively in ambiguous environments, bringing structure, clarity, and forward momentum with limited directionComfortable navigating evolving priorities and undefined processes, with the ability to adapt quickly while maintaining quality and focusStrong execution and task management across multiple prioritiesProcess documentation and continuous improvement mindsetChange management and o