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.
As we’ve evolved how we operate internally, we’re applying that same discipline to our client experience.
This role is a direct result of that shift.
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.
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 captured
- Properly routed
- Actively tracked
- Fully completed
- Closed with confidence
Core Responsibilities
Client Communication
- Primary point of contact for inbound requests
- Capture and document requests clearly
Routing & Coordination
- Assign work to the right team members
- Provide clear context and expectations
Follow-Through & Completion
- Track all requests through completion
- Follow up and escalate as needed
Client Follow-Up
- Communicate proactively
- Confirm resolution
Operational Support
- Maintain records
- Support office coordination
- Assist with AR communication (non-accounting)
What This Role Is
- Ownership of communication flow
- Accountability for completion
- Cross-team connector
What This Role Is Not
- Receptionist
- Administrative catch-all
- Accounting role
- Field role
What Success Looks Like
- No dropped requests
- Clear team execution
- Confident clients
- No leadership chasing updates
Who You Are
- Organized and detail-oriented
- Calm and professional
- Accountable and proactive
Experience
- Customer service or operations background
- CRM familiarity preferred
Position Details
Location: Philadelphia (in-office)
Reports to: Team Operations Lead
Status: Non-Exempt
Why This Role Exists
We don’t lose clients all at once.
We lose them slowly through breakdowns in communication.
This role ensures that doesn’t happen.