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Mid-level generalist operations role, metro context and broad client-facing requirements increase candidate competition.
Client-operations skills are moderately transferable across industries but testing-program specifics raise domain sensitivity.
Explicit 5-year requirement plus mandatory client service and escalation handling increases screening rigidity.
Serve as key liaison managing client programs, candidate interactions, and internal stakeholders globally to ensure high-quality service delivery.
Own handling of Level 3 escalations with timely resolution and maintain service level agreements across business lines.
Prepare accurate client reports and timely candidate result communications while identifying AI-driven process improvements.
Minimum 5 years experience in customer support or related role.
Strong verbal and written communication skills, with experience managing complex client and stakeholder interactions.
Proficiency with internal systems, databases, reporting tools, and approved AI-enabled productivity tools.
Work Experience Required: Minimum 5 years in customer support role.
Experienced in managing complex client escalations and operational service delivery in a global, multi-stakeholder environment.
Skilled in data analysis and report preparation to support operational decision making and client communications.
Capable of driving AI-enabled process and service improvements while ensuring compliance and quality controls.