Client Operations Lead
At Hoffman Design Group, we don’t just install plants—we shape environments that influence how people experience space, work, and each other.
This role is not about plants.
It’s about ownership.
We are not looking for someone to manage communication.
We are looking for someone to own it.
The Role
We are hiring a Client Operations Lead to own the flow of communication between our clients and our team.
Every request. Every follow-up. Every detail.
Nothing gets dropped. Nothing lingers without visibility.
You will not pass problems up the chain.
You will solve them.
This is not a receptionist role.
This is not passive coordination.
This is ownership of the client experience in motion.
What You’ll Own
You will be responsible for ensuring that every client interaction is:
- Clearly understood
- Properly directed
- Actively driven forward
- Fully completed
- Closed with confidence
Core Responsibilities
Client Communication
- Own all inbound client communication
- Capture requests clearly and completely
- Communicate directly with client to clarify, align, and resolve
Routing & Coordination
- Assign work to the right team members with clarity and authority
- Provide context, expectations, and timing - not just tasks
Follow-Through & Completion
- Drive every request through to completion
- Follow up proactivley - without being asked
- Escalate when necessary - not by default
What This Role Is
- Ownership of communication flow
- Accountability for completion
- A control point for clarity across teams
- A real-time problem solver
What This Role Is Not
- A receptionist
- A message taker
- A passive coordinator
- An accounting role
- A field role
What Success Looks Like
- No dropped requests
- Clear, confident team execution
- Clients who feel handled without needing to ask twice
- No leadership chasing updates
Who You Are
- Organized and detail-oriented
- Calm, clear, and professional under pressure
- Accountable and proactive
- Comfortable addressing issues directly with clients
- Someone who finished what others leave open
Experience
- Customer service, operations, or coordination experience
- Experience handling real-time client communication preferred
- CRM familiarity preferred
Position Details
Location: Philadelphia (in-office)
Reports to: Team Operations Lead
Status: Non-Exempt
Why This Role Exists
We retain clients through clarity, consistency, and follow-through.
Every request handled well builds trust.
Every detail seen through to completion reinforces it.
This role ensures that our clients feel supported, informed, and confident—at every step.