Job Description

EAG is a service-focused firm supporting companies across the energy and industrial sectors. We help clients solve complex operational, commercial, and technology challenges through practical expertise, disciplined execution, and trusted partnership.

As EAG continues to grow, they are expanding their presence beyond traditional upstream energy into adjacent markets—including midstream, renewables, mining, manufacturing, and companies supporting the broader energy and industrial ecosystem. A key part of this growth strategy is the development of a high-quality, technology-forward content platform serving the Energy, Natural Resources, Industrial, and Manufacturing industries. They are seeking a Senior Manager of Outsourcing Operations and Client Strategy to lead this effort.

POSITION SUMMARY

EAG is hiring a Senior Manager of Outsourcing Operations and Client Strategy to serve as the operational leader of our Back Office Outsourcing group — a growing practice serving clients in the energy and professional services sectors.

This role reports directly to the EVP of Business Outsourcing and owns the day-to-day engine of the business: daily and monthly operations, client account health, and engagement-level profitability.

The Senior Manager will own two parallel areas: Business Outsourcing operations — staffing, utilization, quality, and client profitability — and the commercial health of the existing client base through renewals, change orders, and margin management. This team member will lead commercial conversations with client decision makers, run the monthly profitability and KPI cadence, and own the SOW workflow from client questionnaire through pricing analysis to final SOW.

This is a high-trust, high-autonomy role with real decision rights and a defined 90-day transition to full ownership. If you are passionate about building systems, developing people, closing loops, and want to run a business department rather than administer one, this role is for you.

KEY RESPONSIBILITIES:

Client Relationships & Commercial Ownership

• Own the health of all active client relationships, serving as the senior escalation point for client issues, and lead commercial conversations including rate increases, scope disputes, renewal negotiations, and change orders.
• Own the renewal pipeline end-to-end — pricing strategy, margin protection, and expansion of existing accounts — targeting a renewal rate at or above 95% with renewals negotiated to protect or improve margin.

BPO Operations & Resource Management

• Own utilization, staffing plans, bench strategy, and new-hire onboarding and assignments across all engagements, with hiring plans tied to signed and forecasted work.
• Own Business Outsourcing sales deliverables end-to-end, including the SOW generation workflow from client questionnaire through pricing analysis and final SOW; manage vendor and subcontractor relationships and performance.

Engagement Profitability (P&L Accountability)

• Own gross margin by account and by engagement, with authority to act on restaffing, repricing recommendations, and effective SOW pricing that supports the group’s gross profit margin targets.
• Own the monthly profitability model and review cadence, including utilization assumptions, revenue estimate accuracy, forecasts, contract dates, and BPO budgets and allocations.

Analytics, Standardization & Continuous Improvement

• Own the Business Outsourcing KPI scorecard — utilization, renewal rate, bandwidth, and margin metrics — and deliver a monthly operating review covering account health, margin performance, staffing outlook, and risks.
• Own operational standardization and automation requirements, identifying margin leaks and measuring the labor-hour savings and margin impact of improvements after implementation.

Leadership & Team Development

• Lead, develop, and retain the Business Outsourcing operations organization; own team communications and operating cadence.
• Collaborate across Finance, HR, IT, and the Enterprise Automation & Reporting team, and coordinate with Sales on CRM accuracy and companywide deal announcements.

QUALIFICATIONS:

• 8–10+ years in Back Office Outsourcing, managed services, or professional services delivery, with at least 5 years running multi-client delivery operations with P&L accountability.
• Demonstrated track record of difficult commercial conversations, including salvaged renewals, resolved scope disputes, and successfully executed rate increases.
• Fluency in delivery analytics: utilization models, margin analysis, and capacity planning.
• Strong project management foundation (PMP or equivalent experience) with QA discipline.
• Operator temperament: builds systems, develops people, and closes loops — this is a farming and delivery role focused on running and growing existing accounts, not a hunting role.
• Energy industry experience preferred; professional services or consulting environment experience a plus.
• Houston-based; hybrid work environment (Monday–Thursday in office).

IDEAL CANDIDATE PROFILE:

• Embodies the Ideal Team Player model (Patrick Lencioni): hungry enough to drive results without being told twice.
• Humble enough to credit the team and invite feedback.
• People smart enough to navigate complexity with judgment and professionalism.
• Looking for a place to execute at a high level, build something meaningful, and grow with a firm that rewards outcomes.