[Hiring] Client Operations Specialist @Productive Playhouse

Role Description

We are seeking a detail-oriented and proactive Client Operations Specialist to join Productive Playhouse’s Client Services team. This role is critical to delivering a seamless and high-quality client experience, supporting projects from initial launch through ongoing engagement.

As a key operational partner, you will:

• Coordinate project kickoffs
• Manage rate structures
• Support contract administration
• Ensure clear communication across internal teams and clients

You will play an essential role in:

• Maintaining organization
• Tracking client health
• Driving consistency in service delivery

The ideal candidate thrives in a fast-paced, collaborative environment, demonstrates strong attention to detail, and excels at managing multiple priorities while supporting cross-functional coordination.

Qualifications

• 2–4 years of experience in client operations, account management, project coordination, or a related client-facing operational role.
• Proficiency with project management tools (Asana strongly preferred; Jira, Monday.com, or Trello also acceptable).
• Strong organizational skills with meticulous attention to detail and the ability to manage multiple workstreams simultaneously.
• Excellent written and verbal communication skills with a professional and client-centric demeanor.
• Experience working with contracts, SOWs, or other legal/commercial documentation.
• Comfortable working with spreadsheets, dashboards, and data tracking tools (Excel, Google Sheets, or BI platforms).
• Bachelor’s degree in Business Administration, Communications, Operations Management, or a related field (or equivalent experience).

Requirements

• Set up and configure project management boards in Asana (or equivalent tools) for each new client engagement, including task structures, timelines, milestones, and team assignments.
• Support progress on resource scoping activities, ensuring the right team members are allocated and timelines for deliverables, including rate turnaround are clearly defined and adhered to.
• Develop and maintain standardized launch playbooks and checklists to ensure consistency across engagements.
• Maintain accurate and up-to-date rate cards, and pricing documentation for all active client accounts.
• Track rate changes, approvals, and renewal timelines; proactively flag upcoming expirations or discrepancies.
• Implement and manage client satisfaction surveys (NPS, CSAT, or similar) at key milestones and on a recurring basis.
• Monitor and document qualitative and quantitative signals of client sentiment, including feedback from calls, emails, and meetings.
• Maintain a client health scorecard and escalate at-risk accounts to leadership with supporting context and recommended actions.
• Serve as a key point of contact for day-to-day client operational inquiries, ensuring timely and professional responses.
• Draft and send regular status updates, project reports, and operational communications to clients.
• Manage the full contract lifecycle: drafting, review routing, execution tracking, storage, and renewal scheduling.
• Maintain a centralized contract repository with clear version control and easy access for authorized stakeholders.
• Support client onboarding and offboarding processes, ensuring a smooth transition at every stage of the engagement lifecycle.
• Assist with invoicing coordination, purchase order tracking, and billing reconciliation in partnership with Finance.
• Contribute to the development and continuous improvement of internal SOPs, templates, and operational workflows.
• Prepare data and materials for Quarterly Business Reviews (QBRs) and executive-level client reporting.
• Support cross-functional initiatives related to CRM hygiene, data integrity, and process automation.
• Curate decks, presentation materials, rate proposals and supporting documentation for client engagement.
• Support with gathering materials for marketing: case studies, client quotes, etc.

Benefits

• This is a remote position that requires the ability to work in a quiet, professional environment free from distractions to support productivity and confidentiality.
• Team members must be able to appear on camera for video calls and communicate clearly, with the ability to both speak and hear effectively during virtual meetings.
• This is a full-time leadership position that requires general availability between 9:00 am - 6:00 pm PST.
• Occasional travel may be required for special meetings, trainings, or team gatherings at the company’s headquarters or other designated locations.
• This role routinely uses standard office equipment such as computers, phones, filing cabinets, etc.
• Specific physical and environment requirements may include:
• Strong visual acuity for reviewing detailed documents and data on computer screens
• Manual dexterity for operating a computer, including using a keyboard and mouse
• Ability to lift and carry office supplies or equipment weighing up to 25 pounds
• Clear verbal and written communication skills for collaboration across teams
• Flexibility to adjust schedules based on project needs, with occasional requests for additional hours during temporary projects.
• Capacity to manage tasks that require prolonged periods of focus and concentration