Director, Client Service
Zelis, Creve Coeur, MO, United States
Position Overview
The Director, Client Service is a leadership role focused on optimizing client service processes, leading client service teams, and ensuring high levels of client satisfaction and retention. This leader‑of‑leaders role requires strong leadership, communication and analytical skills to drive improvements in service delivery, enhance client relationships and contribute to the company’s overall success. The position requires being onsite at a Zelis office one day per week. What You’ll Do
Strategic Planning and Execution Develop and implement comprehensive operational strategies, policies and procedures that support the company’s long‑term goals. Continuously evaluate resource allocation and processes to ensure efficiency and effectiveness. Collaborate with the Client Service management team to set goals and develop strategic plans for the department. Leadership and Team Development Inspire, motivate and cultivate high‑performing managers and teams. Empower teams, foster collaboration and drive organizational success through people development. Service Delivery Ensure high quality service delivery across all client touchpoints, addressing concerns and resolving issues effectively. Support resolution of complex client issues and complaints in a professional manner. Assess and evaluate customer satisfaction and service quality. Performance Monitoring Track, analyze and actively manage service performance metrics. Identify trends and implement improvements. Process Improvement and Optimization Identify areas for optimization and implement changes to enhance efficiency and effectiveness. Analyze current processes, identify bottlenecks and implement solutions to optimize workflows. Stay current on industry trends and make recommendations for service enhancements. Communication Effectively communicate with clients, internal teams and stakeholders ensuring alignment and transparency. Ensure clear articulation of messages, active listening and the ability to negotiate and influence stakeholders. Change Management and Agility Support transformation initiatives, foster a culture that embraces change and ensure teams are agile to respond to new opportunities. Cross‑Functional Collaboration Work effectively across different departments and with various stakeholders to align operations with broader business objectives. Bridge gaps between teams, drive cohesive strategies and ensure operational initiatives support the company’s goals. Financial Acumen and Budget Management Support budgeting, forecasting and cost management analysis as needed. Manage approved budget and headcount allocation. Analyze drivers of work, capacity plans and headcount needs. What You’ll Bring To Zelis
Must have 7+ years of related client operations experience. Bachelor’s degree preferred. 3–5 years experience as a people leader required. 3+ years service operations experience required, with experience managing service/operations workflow processes in Salesforce or Jira preferred. Expertise in operational management including KPIs required. Required Skills
Aligning performance for success – focus and guide others in accomplishing work objectives. Excellent leadership, team management and organizational abilities. Superior knowledge of industry regulations and operational guidelines. Excellent written and oral communication. Proven knowledge of performance evaluation metrics in a business setting. Analytical, decision‑making and problem‑solving skills. Strategic thinking and planning. Change management and adaptability. Emotional intelligence and empathy. Innovation and continuous improvement. Proven track record of leadership over an operations function/team. Location and Workplace Flexibility
We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote‑friendly culture, and all our employee’s work locations are based on the needs of the position and determined by the Leadership team. In‑office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies. Base Salary Range
$139,000.00 – $176,700.00 At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job‑related and industry‑related knowledge and skills. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions or other incentives depending on the role. Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.
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The Director, Client Service is a leadership role focused on optimizing client service processes, leading client service teams, and ensuring high levels of client satisfaction and retention. This leader‑of‑leaders role requires strong leadership, communication and analytical skills to drive improvements in service delivery, enhance client relationships and contribute to the company’s overall success. The position requires being onsite at a Zelis office one day per week. What You’ll Do
Strategic Planning and Execution Develop and implement comprehensive operational strategies, policies and procedures that support the company’s long‑term goals. Continuously evaluate resource allocation and processes to ensure efficiency and effectiveness. Collaborate with the Client Service management team to set goals and develop strategic plans for the department. Leadership and Team Development Inspire, motivate and cultivate high‑performing managers and teams. Empower teams, foster collaboration and drive organizational success through people development. Service Delivery Ensure high quality service delivery across all client touchpoints, addressing concerns and resolving issues effectively. Support resolution of complex client issues and complaints in a professional manner. Assess and evaluate customer satisfaction and service quality. Performance Monitoring Track, analyze and actively manage service performance metrics. Identify trends and implement improvements. Process Improvement and Optimization Identify areas for optimization and implement changes to enhance efficiency and effectiveness. Analyze current processes, identify bottlenecks and implement solutions to optimize workflows. Stay current on industry trends and make recommendations for service enhancements. Communication Effectively communicate with clients, internal teams and stakeholders ensuring alignment and transparency. Ensure clear articulation of messages, active listening and the ability to negotiate and influence stakeholders. Change Management and Agility Support transformation initiatives, foster a culture that embraces change and ensure teams are agile to respond to new opportunities. Cross‑Functional Collaboration Work effectively across different departments and with various stakeholders to align operations with broader business objectives. Bridge gaps between teams, drive cohesive strategies and ensure operational initiatives support the company’s goals. Financial Acumen and Budget Management Support budgeting, forecasting and cost management analysis as needed. Manage approved budget and headcount allocation. Analyze drivers of work, capacity plans and headcount needs. What You’ll Bring To Zelis
Must have 7+ years of related client operations experience. Bachelor’s degree preferred. 3–5 years experience as a people leader required. 3+ years service operations experience required, with experience managing service/operations workflow processes in Salesforce or Jira preferred. Expertise in operational management including KPIs required. Required Skills
Aligning performance for success – focus and guide others in accomplishing work objectives. Excellent leadership, team management and organizational abilities. Superior knowledge of industry regulations and operational guidelines. Excellent written and oral communication. Proven knowledge of performance evaluation metrics in a business setting. Analytical, decision‑making and problem‑solving skills. Strategic thinking and planning. Change management and adaptability. Emotional intelligence and empathy. Innovation and continuous improvement. Proven track record of leadership over an operations function/team. Location and Workplace Flexibility
We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote‑friendly culture, and all our employee’s work locations are based on the needs of the position and determined by the Leadership team. In‑office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies. Base Salary Range
$139,000.00 – $176,700.00 At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job‑related and industry‑related knowledge and skills. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions or other incentives depending on the role. Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.
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