This role is ideal for an analytical, tech-savvy leader who uses data to run the account, turning service metrics into insight for client leadership and continually raising the service standard.
Roles & Responsibilities
Manage day-to-day client relationships and serve as the primary operational point of contact for assigned accounts
Oversee service delivery performance across one or more client sites to ensure quality, consistency, and SLA compliance
Lead and manage a team of up to 25 employees, including supervisors and frontline staff
Drive operational efficiency and ensure alignment with client expectations and contractual requirements
Monitor key performance indicators (KPIs), service levels, and operational metrics for assigned accounts
Build and maintain dashboards and reporting (Excel, Power BI or similar) that translate service, occupancy and ticket data into actionable insights
Use workplace technology (ticketing, room booking, visitor management and package tracking) to improve service delivery and the employee experience
Establish processes, SOPs and service standards for new sites and newly renovated workplaces
Partner with internal teams (Delivery, HR, Finance, Sales, and Operations) to resolve client and service issues
Support account growth initiatives through identification of expansion opportunities and service enhancements
Conduct regular client meetings and business reviews to report performance and address concerns
Ensure financial accountability within assigned accounts, including labor, budget adherence, and profitability
Address and resolve escalated client issues in a timely and effective manner
Support onboarding of new clients and transitions in collaboration with cross-functional teams
Maintain accurate documentation of client activities, performance data, and operational updates
Provide coaching, development, and performance management for assigned team members
Contribute to continuous improvement initiatives across service delivery processes
Uphold Opensity Solutions’ core values in all client and team interactions
Knowledge, Skills & Attributes
Highly analytical, with advanced Excel skills and experience with data visualization tools (Power BI, Tableau or similar)
Tech-savvy and quick to adopt new systems and workplace platforms
Hospitality mindset with a proactive executive presence
Strong client relationship management and service delivery leadership skills
Proven ability to manage and develop mid-sized operational teams
Strong understanding of operational workflows, workforce management, and service execution
Ability to monitor and manage KPIs, SLAs, and performance metrics
Strong communication and interpersonal skills with client-facing experience
Financial awareness including budgeting, labor management, and account profitability
Problem-solving and conflict resolution skills in high-pressure environments
Ability to coordinate across multiple internal departments and stakeholders
Strong organizational skills and attention to operational detail
Ability to drive accountability and performance within teams
Customer-focused mindset with commitment to service excellence
Ability to manage multiple priorities in a fast-paced environment
QUALIFICATIONS
Education
Bachelor's degree in Business Administration, Management, Operations, Hospitality or a related field preferred, or equivalent experience.
Experience
5–8+ years of experience in client services, workplace or hospitality operations, account management or service delivery; experience managing teams in a client-facing environment strongly preferred. Pharmaceutical, life sciences or corporate campus experience a plus.
Compensation
The Compensation is $125,000 USD per year. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.
All eligible employees receive access to a comprehensive benefits package, including:
Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Paid Time Off (PTO)
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Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.
Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.
We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.
Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.
