Client Delivery Operations Manager at Wing Assistant (Hong Kong)Client Delivery Operations Manager

Wing is a fast-growing, Silicon Valley-based, venture-backed multinational startup. We are looking for an exceptional, highly motivated individual to serve as a Chief of Staff. This role goes beyond a traditional Executive Assistant—it’s a high-impact, strategic position designed for someone who thrives in a fast-paced, intense environment. You will be the right hand to the CEO, handling tasks like financial modeling, business analysis, keeping track of teams and performance, and driving cross-functional projects, ensuring that key strategic initiatives are executed seamlessly.

Key Responsibilities:

• Serve as a trusted advisor to the CEO, providing critical insights and helping shape business strategy.
• Researching options, speaking to companies, negotiating deals with service providers.
• Collaborate with the C-Suite to streamline operations and drive high-priority initiatives.
• Develop, maintain, and analyze complex financial models using advanced Excel skills.
• Prepare detailed reports, dashboards, and forecasting tools to support strategic decisions.
• Preparing written reports and analyses.
• Collecting data from a variety of systems and people.
• Oversee and coordinate cross-functional projects, ensuring alignment with overall business goals.
• Identify process improvements and implement efficient, tech-driven solutions.
• Conduct in-depth business analysis and market research to provide actionable insights.
• Prepare high-quality presentations and reports that communicate findings effectively.
• Act as a liaison between the CEO and other team members, ensuring clear and effective communication.
• Adapt to varied hours and high-intensity demands, managing a dynamic workload without a typical 9-5 structure.
• Assisting CEO with calendaring, scheduling, email, other communications.

Qualifications: Technical & Analytical Skills:

• Mastery of Excel, including advanced functions, pivot tables, macros, and financial modeling techniques.
• Strong quantitative and analytical abilities with a keen eye for detail. Business Acumen:
• Deep understanding of business operations and financial management.
• Proven experience in building and interpreting financial models that drive strategic decisions. Tech Savvy:
• Proficiency with modern tech tools and project management software.
• Quick learner with the ability to adapt to new technologies and systems. Experience:
• Prior experience in a high-growth startup environment or similar fast-paced setting.
• A background in business strategy, finance, or operations is highly preferred. Soft Skills:
• Excellent communication and interpersonal skills.
• Strong organizational and time-management skills with the ability to manage multiple priorities. Flexibility:
• Willingness to work non-traditional hours to meet the demands of a dynamic, global business environment.

What We Offer:

• Direct collaboration with the CEO and senior leadership in shaping a fast-growing multinational company.
• A challenging, dynamic role where no two days are the same—perfect for those who thrive on intensity and rapid growth.
• Competitive compensation package and benefits.
• A flexible, remote work arrangement that supports work-life balance in a high-performing environment.
• Substantial salary appraisal after 12 months.

Other Notes

• We are a multinational company with HQ in California, therefore, graveyard shift/night shift may be required.

1. End-to-End Pipeline Management

• Own the daily operational management of Wing's active pipeline.
• Maintain visibility across every account and requirement from Sales handoff through successful launch.
• Ensure every pipeline item has a clear status, owner, next action, and expected completion date.
• Monitor accounts that are stalled, delayed, blocked, or at risk.
• Proactively follow up with responsible teams to move accounts forward.
• Ensure pipeline stages accurately reflect the actual operational status of each account.

1. Pipeline Health Monitoring

• Conduct daily reviews of pipeline movement and outstanding requirements.
• Identify aging accounts, stalled stages, capacity issues, and process bottlenecks.
• Flag accounts at risk of missing staffing or launch timelines.
• Monitor pipeline volume against available recruitment, staffing, onboarding, and operational capacity.
• Maintain clear visibility into what is entering, moving through, and exiting the pipeline.

1. Cross-Functional Coordination

Work closely with:

• Sales
• Customer Success
• Talent Acquisition
• Staffing
• Onboarding
• Training
• Operations
• Product or specialized service teams
• Finance and other support teams when required
• Ensure clean handoffs between departments and prevent accounts from being delayed because of unclear ownership or incomplete information.

1. Sales-to-Operations Handoff

• Review newly closed accounts and confirm that operational requirements are complete.
• Validate role requirements, client expectations, staffing needs, timelines, and special conditions.
• Identify incomplete, unrealistic, or unclear requirements before they create downstream delays.
• Coordinate with Sales when clarification or expectation resetting is required.
• Ensure specialized products or services follow the correct operational process.

1. Staffing and Candidate Pipeline Oversight

• Monitor recruitment and staffing progress against client requirements.
• Track candidate availability, endorsement, interviews, client selections, replacements, and pending decisions.
• Identify roles with insufficient candidate supply or prolonged staffing timelines.
• Coordinate with Talent Acquisition and Staffing leadership on priority requirements.
• Escalate accounts requiring intervention, sourcing adjustments, compensation review, or expectation management.

1. Client Selection and Decision Management

• Track candidates presented to clients and outstanding client decisions.
• Ensure follow-ups occur within established timelines.
• Identify accounts where client responsiveness is delaying fulfillment.
• Coordinate with CSMs, OBS, Sales, or account owners when client intervention is required.
• Maintain visibility into candidate rejection reasons and recurring selection barriers.

1. Onboarding and Launch Readiness

• Monitor accounts approaching onboarding and launch.
• Confirm that staffing, documentation, equipment, access, training, schedules, and client requirements are ready.
• Surface launch risks before they become client-facing issues.
• Coordinate resolution between responsible departments.
• Ensure accounts transition cleanly from pipeline management into normal account operations.

1. Pipeline Escalation Management

Serve as the first operational escalation point for pipeline-related issues. Examples include:

• Staffing delays
• Missing client requirements
• Candidate shortages
• Interview delays
• Client decision delays
• Incorrect Sales handoffs
• Compensation mismatches
• Training capacity concerns
• Onboarding blockers
• Ownership gaps
• System or CRM inaccuracies
• Accounts repeatedly moving backward in the pipeline
• Determine the appropriate owner, establish an action plan, and monitor the issue until resolution.

1. Pipeline Governance and Accountability

• Establish and enforce pipeline SLAs.
• Ensure teams update their respective pipeline stages consistently.
• Hold stakeholders accountable for overdue actions.
• Require clear next steps for every active account.
• Escalate repeated SLA breaches or operational blockers to leadership.
• Ensure pipeline meetings focus on decisions and corrective actions rather than status reporting alone.

1. Pipeline Reporting and Forecasting

Provide leadership with clear visibility into:

• Total active pipeline
• New accounts entering the pipeline
• Accounts staffed
• Accounts awaiting candidates
• Accounts awaiting client decisions
• Accounts scheduled for launch
• Aging by pipeline stage
• Average time spent per stage
• Staffing turnaround time
• Bottleneck trends
• At-risk accounts
• Projected launches
• Expected revenue activation
• Pipeline capacity and resource constraints
• Produce weekly and monthly pipeline health reports with clear recommendations and required leadership actions.

1. Process Improvement

• Continuously evaluate how accounts move through Wing's pipeline.
• Identify unnecessary steps, duplicated work, unclear ownership, and communication gaps.
• Design improved workflows and escalation protocols.
• Recommend automation opportunities.
• Partner with system owners to improve CRM and pipeline architecture.
• Standardize handoff requirements between departments.
• Document processes, SLAs, escalation paths, and ownership matrices.
• Measure whether process changes improve pipeline velocity and client experience.

Required Qualifications

- Strong experience in operations, program management, revenue operations, staffing operations, customer success operations, or similar environments.

- Demonstrated ability to manage complex workflows involving multiple departments.

- Strong analytical and problem-solving skills.

- Comfortable working with high-volume operational pipelines.

- Strong understanding of SLAs, workflow management, escalation management, and process optimization.

- Excellent stakeholder management and follow-through.

- Ability to challenge teams constructively and drive accountability.

- Strong written and verbal communication.

- Experience using CRM, project management, reporting, and workflow management platforms.

- Ability to interpret operational data and convert findings into actionable recommendations.

- Able to travel to the Philippines as required.

- Experience in BPO, outsourcing, staffing, recruitment, SaaS, or service-based organizations.

- Experience managing client implementation or fulfillment pipelines.

- Experience working across Sales, Recruitment, Customer Success, and Operations.

- Familiarity with HubSpot, ClickUp, Power BI, or similar systems

- Experience designing SLAs, dashboards, workflow automation, or operational governance.