{"id":4098780,"url":"https://alion.io/job/modsquad-account-operations-manager","title":"Account & Operations Manager","company":{"id":8067,"name":"ModSquad","domain":"modsquad.com","url":"https://alion.io/company/modsquad","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Marketing","role_family":"Marketing","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Jamaica"],"countries":["JM"],"hiring_countries":["NG","CR","JM"],"hiring_countries_total":3,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-11T21:22:36Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T21:22:36Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"We Could Use Someone Like You in Our Crew.\nAccount & Operations Manager \nLocation: Jamaica, Nigeria or Costa Rica\nType: Full time\nSalary: Dependent on experience\nReports to: Senior Account Manager\nDirect reports: Project Managers\nAbout ModSquad\nModSquad is a global digital engagement services company. Since 2007 we've helped brands look after their customers and communities online, delivering customer support, content moderation, social media and community management. Our Mods have supported clients in more than 70 countries in over 50 languages and dialects, and our work has won industry recognition including a Stevie® Award for Customer Service Outsourcing Provider of the Year. Our teams in Jamaica, Nigeria and Costa Rica are central to how we deliver for clients around the clock.\nAre you as comfortable in a client boardroom as you are on the operations floor?\nModSquad is looking for an Account/Operations Manager who can lead a client programme end to end. You'll be the person our clients trust with their brand, and the person your team relies on to make delivery work every day. You'll cover customer care, content moderation, community management and social media across chat, voice, tickets and social platforms.\nWe know few people are equally strong on both sides. Tell us where you shine, and we'll shape the role and your development around it.\nWhat you'll do\nManage the client partnership\nBuild trusted relationships with client stakeholders and act as their main point of contact.\nUnderstand each client's goals, brand needs and success measures, and turn them into clear operational plans.\nLead regular business reviews with performance data, insights and recommendations.\nDrive client growth, retention and account strategy: spot opportunities to expand the account and manage scope changes and renewals.\nBuild cost models, manage account profitability and work with Finance on invoicing. \nRun the operation\nLead and develop supervisors, team leads, project managers, agents and moderators.\nOwn performance against SLAs and KPIs: AHT, FCR, CSAT, QA, moderation accuracy\nand engagement.\nWork with Workforce Management on forecasting, scheduling and staffing.\nMake sure teams follow client guidelines, platform policies and data privacy requirements.\nResolve escalations and drive process improvement, automation and better tooling.\nWhat you'll bring\n5+ years in BPO, contact centre or digital engagement, with at least 2 years in a\nmanagement role.\nHands-on experience with customer support, moderation, social media or community\nmanagement.\nExperience in client-facing work: managing relationships, presenting results, or handling\ncontracts.\nData-driven, with experience running teams to SLAs and KPIs and using data to improve\nperformance.\nConfident communicator in writing and in person.\nOrganised, adaptable and calm when priorities shift quickly.\nA track record of supporting client growth and retention, and of contributing to account\nstrategy.\nUnderstanding of, or experience with, AI and automation in customer service or\nmoderation, such as chatbots, AI-assisted moderation, agent assist or workflow\nautomation.\nNice to have\nExperience with cost models, pricing or P&L.\nCOPC, Six Sigma, Lean or project management certification.\nBackground in games, entertainment, e-commerce or consumer brands.\nApplication questions\nThese help us understand your strengths.\n1. In your current or most recent role, roughly what percentage of your time goes on\nclient-facing and commercial work versus running operations and teams?\n2. Rank these from strongest to least strong: client relationships, commercial and financial\nmanagement, people leadership, operational performance and process improvement.\n3. Tell us about a time you grew or saved a client account. What did you do?\n4. Tell us about a time you turned around an underperforming team or metric. What\nchanged?\n5. If you could choose, would you rather spend more of your week with clients or with your\nteams? Why?\nHow to apply\nApply, attach your CV and a cover letter, and answer the questions above.","description_format":"text","description_chars":4081,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Nigeria","iso":"NG","kind":"country"},{"name":"Costa Rica","iso":"CR","kind":"country"},{"name":"Jamaica","iso":"JM","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-11T21:22:36Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":25,"reasons":["conf:2","win:early","comp:junior"],"computed_at":"2026-11-11T23:24:21Z"},"pay":null,"html_url":"https://alion.io/job/modsquad-account-operations-manager","json_url":"https://alion.io/job/modsquad-account-operations-manager.json","meta":{"generated_at":"2026-11-11T23:24:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":46557,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8067},"rest":"https://alion.io/mcp/rest/get_company?id=8067"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmodsquad-account-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmodsquad-account-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmodsquad-account-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/modsquad-account-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmodsquad-account-operations-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4098780}},{"tool":"search_jobs","arguments":{"company":"modsquad.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4098780},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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