Operations Manager

Operations and Client Services Manager

Location: Gardner/Edgerton, Kansas

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POSITION OVERVIEW

MCPC is seeking a dynamic Operations and Client Services Manager to help lead our new Kansas City center. This hybrid role is critical to ensuring the successful delivery of MCPC’s IT endpoint managed services while driving customer satisfaction, operational efficiency, and revenue growth.

The ideal candidate will be a strategic, hands-on leader with a strong background in operations, client services, and project management. You will be responsible for balancing the delivery of high-quality, timely services with the need to grow customer relationships. This includes setting and managing customer expectations, ensuring consistent service excellence, and aligning local operations with corporate standards. Lastly, the Manager will collaborate with our customer service and delivery teams at our Cleveland headquarters and locally to address any logistics or warehouse-related issues, resolve delivery discrepancies, handle customer complaints, and ensure a high level of customer satisfaction.

We’re looking for a proactive, solutions-driven leader who thrives in a dynamic environment, is comfortable wearing multiple hats, and takes ownership of outcomes.

KEY RESPONSIBILITIES

Operational Leadership

· Oversee daily IT lab and warehouse operations, ensuring efficiency, quality, and safety.

· Manage technician teams, scheduling, and resource allocation to meet project timelines and service standards.

· Implement and maintain operational processes that align with corporate workflows and compliance requirements.

· Monitor performance metrics and drive continuous improvement initiatives to enhance service delivery and reduce costs.

Client Services & Inside Sales

· Serve as a primary point of contact for clients, fostering strong relationships and ensuring satisfaction.

· Set and manage client expectations, ensuring services are delivered on time and to specification.

· Identify opportunities to expand services and increase customer share of wallet through upselling and cross-selling.

· Collaborate with corporate sales teams to support business development and revenue growth.

Project Management

· Coordinate project timelines, resources, and deliverables across internal and client teams.

· Ensure clear communication, issue resolution, and successful project execution.

· Support the onboarding of new clients in partnership with MCPC Project Managers.

Corporate Liaison

· Act as the strategic bridge between the Kansas City branch and Cleveland corporate headquarters.

· Ensure alignment on goals, priorities, and reporting across operational and sales functions.

· Provide feedback to corporate leadership on local market dynamics, recommending process and product enhancements.

KEY RESPONSIBILITIES (continued)

Logistics & Inventory Management

· Oversee transportation, warehousing, and inventory operations to ensure timely and accurate delivery of services and products.

· Maintain inventory accuracy through regular audits and corrective actions.

· Enforce safety protocols and regulatory compliance across all logistics functions.

· Lead and develop warehouse and logistics personnel, fostering a culture of accountability and excellence.

Startup Agility

· Support administrative functions, vendor coordination, and other tasks essential to branch operations.

· Contribute ideas and initiatives to improve efficiency, client satisfaction, and regional growth.

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QUALIFICATIONS

Required:

· Proven experience in operations, client services, project management, or related leadership role.

· Strong organizational and problem-solving skills with the ability to manage multiple priorities.

· Excellent communication and interpersonal skills.

· Demonstrated ability to build and maintain client relationships.

· Comfortable working in a fast-paced, startup-like environment.

Preferred:

· Experience managing technical staff or IT lab operations.

· Familiarity with CRM systems and inside sales processes.

· Project management certification or equivalent experience.

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What We Offer

· Competitive salary and performance-based bonuses.

· Comprehensive health, dental, and vision benefits.

· Professional development and growth opportunities.

· A chance to make a direct impact on the success of a new regional office.

· A collaborative, entrepreneurial culture supported by a strong corporate foundation.

About MCPC:

MCPC (Manage Connect Protect Consult) (mcpc.com) is a privately held rapidly growing IT Endpoint Fulfillment and Managed Services provider launching a new facility in the Kansas City area to support enterprise clients across the region/country. Backed by our corporate headquarters in Cleveland, Ohio, and a network of regional facilities, this new branch combines the stability of an established organization with the agility of a startup—offering a unique opportunity to help shape this facility from the ground up.