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Principal – Client Success & Operations

About us: 

Irish Taylor & Co is a global technology and business consulting firm working across AI, software development, cybersecurity, digital marketing, and business operations. We partner with organizations across industries including technology, education (K–12 & EdTech), real estate, and enterprise services to drive growth, efficiency, and scalable systems.

With a presence in Australia, India, UK, and the USA, we support startups, SMBs, and enterprise clients through both strategy and execution—acting as a long-term Growth Partner in their journey.

Learn more:
https://www.irishtaylor.com/
https://www.linkedin.com/company/irish-taylor-co/
https://www.instagram.com/irishtaylor.co/

Role Summary:

The Principal – Client Success & Operations is responsible for driving operational excellence, client satisfaction, and scalable growth across Irish Taylor. This role ensures that all internal teams function efficiently, standardized processes are created and enforced, and clients experience a seamless, NoFollowUp™ required engagement.

This is a highly strategic and hands-on leadership role involving operations management, client engagement, business development support, team leadership, and continuous process improvement.

Key Responsibilities

The following areas are key responsibilities for this role at Irish Taylor.

Operational Leadership & Efficiency

Lead day-to-day operations across projects, teams, and departments to ensure alignment with business goals.
Identify inefficiencies, bottlenecks, and gaps; implement structured solutions for continuous improvement.
Design, implement, and optimize scalable operational frameworks across the organization.
Take ownership of execution discipline across all functions.

Business Development Support

Collaborate with the Business Development team during prospecting and pre-sales stages.
Participate in client discovery calls, solution discussions, and proposal shaping.
Provide operational insights, estimations, and execution feasibility inputs.
Support conversion of leads into long-term clients through structured engagement.

Client Engagement & Representation

Represent Irish Taylor in meetings with international clients (WFH model).
Join client discussions, provide updates, handle escalations, and ensure clarity in communication.
Translate client expectations into actionable internal plans and ensure delivery alignment.
Maintain strong, professional relationships with clients to drive retention and trust.

SOP Creation, Enforcement & Governance

Develop, document, and maintain Standard Operating Procedures (SOPs) across departments.
Ensure strict adherence to SOPs and drive accountability across teams.
Regularly audit processes and enforce corrective actions where deviations occur.
Build a culture of structured execution and operational consistency.

NoFollowUp™ Framework Ownership

Enforce Irish Taylor’s NoFollowUp™ framework, ensuring proactive communication and delivery.
Establish systems where clients do not need to chase for updates, deliverables, or responses.
Monitor and improve turnaround times, responsiveness, and delivery quality.
Drive a client-first mindset across all teams.

Team Leadership & Capability Building

Lead and oversee cross-functional teams including software developers, designers, QA, and operations staff.
Identify skill gaps and recommend hiring, restructuring, or training initiatives.
Drive team productivity, accountability, and performance standards.
Mentor team members and build future leaders within the organization.

Training & Communication

Design and implement training programs aligned to SOPs, tools, and delivery standards.
Ensure teams are continuously upskilled in communication, execution, and client handling.
Standardize internal and external communication practices across teams.
Improve clarity, documentation quality, and reporting standards.

HR, Budget & Resource Optimization

Recommend hiring, role restructuring, and workforce planning decisions.
Provide inputs on performance management, including underperformance and exits where required.
Optimize resource allocation across projects and teams.
Recommend budget reallocations related to HR, tools, and operational efficiency.

Decision Making & Operational Control

Take ownership of day-to-day operational decisions across projects and teams.
Ensure timely decision-making to avoid delays in execution.
Handle escalations, resolve conflicts, and maintain delivery momentum.
Act as a key operational authority within the organization.

Customer Satisfaction & Delivery Excellence

Own overall customer satisfaction across all engagements.
Ensure projects are delivered on time, within scope, and with high quality.
Monitor feedback, identify improvement areas, and implement corrective measures.
Build long-term client relationships and increase client lifetime value.

Requirements

15–20+ years of experience in operations, client success, project management, or business consulting roles.
Proven experience in managing cross-functional teams in a service-based or consulting environment.
Strong leadership, decision-making, and problem-solving capabilities.
Strong experience in process design, SOP creation, and operational scaling.
Demonstrated ability to work with international clients and manage remote engagements.
Experience supporting business development and pre-sales activities.
Excellent communication, stakeholder management, and negotiation skills.
Experience in managing budgets, resource allocation, and operational planning.
Familiarity with technology environments and software development lifecycle is advantageous.

Success Metrics of this position (KPIs)

Team productivity and utilization
Contribution to business growth and client expansion
Remove operational load from The Founder
Improve client experience dramatically through innovative approaches
Help the Founder scale without chaos effortlessly
Reduction in client follow-ups (aligned to NoFollowUp™ framework)
On-time project delivery rate
Client satisfaction and retention metrics
Operational efficiency improvements (cycle time, turnaround time)
SOP adoption and compliance rates

Job Type

Full-time, Regular / Permanent.

Hours of work

Flexible hours as required to cover Australia, India, UK, USA clients.

Interested candidates should send their resumes to careers@irishtaylor.com

Recruitment Candidates FAQs - https://www.irishtaylor.com/candidate-faqs

READ THE JOB DESCRIPTION CAREFULLY. DO NOT APPLY IF YOU DO NOT HAVE THE ABOVE EXPERIENCE. IRISH TAYLOR HAS A STRICT SCREENING, INTERVIEW, AND ONBOARDING PROCESS.

NOTE: DUE TO THE LARGE VOLUME OF JOB APPLICANTS WHO WANT TO JOIN IRISH TAYLOR, WE WILL SEND A SCREENING FORM TO YOU IF YOU MATCH OUR REQUIREMENTS.

Diversity and inclusion:

At Irish Taylor, inclusivity drives us. We value diversity and strive for a fair and thriving workplace. We do not distinguish candidates based on any of the following:

Age
Sex
Community/cast
Religion or faith
Marital status
Political affiliation
Race
Gender
Sexual preference

Irish Taylor has its foundations on love, trust and respect. We qualify our staff based on company objectives and purely seek mutual growth. We work hard to fulfil our company's mission!

Join our dynamic team at Irish Taylor and contribute to our mission of being the world’s most sought-after Growth Partner. Apply now to be part of our exciting journey!

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