Client Relations Director
Provide A Ride, Warrensville Heights, OH, United States
Client Relations Director
Department: Client Relations
Reports to: Vice President, Systems & Client Solutions
ROLE PURPOSE The Director of Client Relations is a senior leadership role responsible for stabilizing, strengthening, and scaling how Provide A Ride engages with and manages its customer relationships. This role exists to reduce executive dependency, normalize client engagement, and translate client expectations into durable operating rhythms, governance models, and accountability structures.
This leader serves as the primary owner of designated client relationships and acts as the connective tissue between clients and internal teams. While Quality Assurance operates under Operations leadership, the Director of Client Relations collaborates closely with QA, Operations, Technology, Finance, and Compliance to ensure client-facing insights are translated into action, clarity, and sustained improvement.
CORE OUTCOMES (WHAT SUCCESS LOOKS LIKE) Within the first 6–12 months, the Director of Client Relations will:
Establish clear, consistent client ownership models that reduce day-to-day escalation to executive leadership
Create predictable client governance and communication rhythms
Improve client confidence, satisfaction, and retention through disciplined execution
Translate client feedback and performance signals into structured, cross-functional action
Serve as a credible, steady client-facing leader who brings clarity during ambiguity
KEY RESPONSIBILITIES Client Ownership & Relationship Management
Serve as the primary point of contact for designated strategic clients and key stakeholders
Own the client narrative by proactively managing expectations, performance discussions, and issue resolution
Lead and participate in client governance forums (e.g., JOCs, performance reviews)
Reinforce appropriate escalation paths to ensure issues are resolved at the right level
Build trusted relationships that reduce volatility and increase long-term partnership stability
Client Governance & Escalation Management
Establish and maintain clear client governance models and operating rhythms
Ensure issues are surfaced early, framed clearly, and driven to resolution
Coordinate cross-functional responses to client-impacting issues without creating dependency on executive intervention
Document expectations, decisions, and follow-up actions to ensure accountability
Cross-Functional Collaboration (Including QA)
Partner closely with Operations, Quality Assurance, Technology, Finance, and Compliance
Leverage QA insights, operational data, and performance trends to inform client discussions and improvement priorities
Translate internal signals into client-relevant narratives and action plans
Ensure ownership is clear and execution is aligned across teams
Process, Structure & Continuous Improvement
Translate client feedback and operational signals into structured improvements
Develop and maintain playbooks, engagement models, and escalation frameworks
Drive root-cause discussions and corrective action planning in partnership with Operations and QA
Ensure improvements are implemented, measured, and sustained
Data, Reporting & Executive Visibility
Monitor client health, KPIs, and risk indicators
Provide concise, executive-ready updates that highlight trends, risks, and mitigation plans
Surface risks early with proposed paths forward
QUALIFICATIONS & EXPERIENCE
7+ years of experience in client relations, service delivery, operations, or account leadership roles
Demonstrated experience owning complex client relationships in regulated or service-intensive environments
Strong understanding of SLAs, KPIs, client governance, and escalation management
Proven ability to translate ambiguity into structure and actionable plans
Experience influencing across functions without formal authority
Calm, credible presence in high-stakes client and internal conversations
PREFERRED BACKGROUND
Experience in healthcare, transportation, or similarly regulated service environments
Familiarity working with Operations, Quality Assurance, and Compliance functions
Experience participating in client governance forums such as JOCs or performance councils
LEADERSHIP PROFILE The ideal candidate is structured, disciplined, and outcome-oriented. They are comfortable operating in complexity, motivated by building durable systems, and capable of holding others accountable with clarity and empathy. This leader brings confidence without volatility and credibility without theatrics.
EDUCATION Bachelor’s degree preferred but not required; relevant experience may be considered in lieu of formal education.
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Reports to: Vice President, Systems & Client Solutions
ROLE PURPOSE The Director of Client Relations is a senior leadership role responsible for stabilizing, strengthening, and scaling how Provide A Ride engages with and manages its customer relationships. This role exists to reduce executive dependency, normalize client engagement, and translate client expectations into durable operating rhythms, governance models, and accountability structures.
This leader serves as the primary owner of designated client relationships and acts as the connective tissue between clients and internal teams. While Quality Assurance operates under Operations leadership, the Director of Client Relations collaborates closely with QA, Operations, Technology, Finance, and Compliance to ensure client-facing insights are translated into action, clarity, and sustained improvement.
CORE OUTCOMES (WHAT SUCCESS LOOKS LIKE) Within the first 6–12 months, the Director of Client Relations will:
Establish clear, consistent client ownership models that reduce day-to-day escalation to executive leadership
Create predictable client governance and communication rhythms
Improve client confidence, satisfaction, and retention through disciplined execution
Translate client feedback and performance signals into structured, cross-functional action
Serve as a credible, steady client-facing leader who brings clarity during ambiguity
KEY RESPONSIBILITIES Client Ownership & Relationship Management
Serve as the primary point of contact for designated strategic clients and key stakeholders
Own the client narrative by proactively managing expectations, performance discussions, and issue resolution
Lead and participate in client governance forums (e.g., JOCs, performance reviews)
Reinforce appropriate escalation paths to ensure issues are resolved at the right level
Build trusted relationships that reduce volatility and increase long-term partnership stability
Client Governance & Escalation Management
Establish and maintain clear client governance models and operating rhythms
Ensure issues are surfaced early, framed clearly, and driven to resolution
Coordinate cross-functional responses to client-impacting issues without creating dependency on executive intervention
Document expectations, decisions, and follow-up actions to ensure accountability
Cross-Functional Collaboration (Including QA)
Partner closely with Operations, Quality Assurance, Technology, Finance, and Compliance
Leverage QA insights, operational data, and performance trends to inform client discussions and improvement priorities
Translate internal signals into client-relevant narratives and action plans
Ensure ownership is clear and execution is aligned across teams
Process, Structure & Continuous Improvement
Translate client feedback and operational signals into structured improvements
Develop and maintain playbooks, engagement models, and escalation frameworks
Drive root-cause discussions and corrective action planning in partnership with Operations and QA
Ensure improvements are implemented, measured, and sustained
Data, Reporting & Executive Visibility
Monitor client health, KPIs, and risk indicators
Provide concise, executive-ready updates that highlight trends, risks, and mitigation plans
Surface risks early with proposed paths forward
QUALIFICATIONS & EXPERIENCE
7+ years of experience in client relations, service delivery, operations, or account leadership roles
Demonstrated experience owning complex client relationships in regulated or service-intensive environments
Strong understanding of SLAs, KPIs, client governance, and escalation management
Proven ability to translate ambiguity into structure and actionable plans
Experience influencing across functions without formal authority
Calm, credible presence in high-stakes client and internal conversations
PREFERRED BACKGROUND
Experience in healthcare, transportation, or similarly regulated service environments
Familiarity working with Operations, Quality Assurance, and Compliance functions
Experience participating in client governance forums such as JOCs or performance councils
LEADERSHIP PROFILE The ideal candidate is structured, disciplined, and outcome-oriented. They are comfortable operating in complexity, motivated by building durable systems, and capable of holding others accountable with clarity and empathy. This leader brings confidence without volatility and credibility without theatrics.
EDUCATION Bachelor’s degree preferred but not required; relevant experience may be considered in lieu of formal education.
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