- Location: 9200 East Pima Center Parkway, Scottsdale, AZ, 85258, United States
- Base Pay: $87,800.00 - $131,800.00 / Year
- Employee Type: FT Exempt
- Required Degree: 4 Year Degree
- Manage Others: Yes
LaborFirst is the leader in Care Navigation and advocacy, dedicated to improving outcomes and satisfaction for group plan sponsors and their members. Founded in 2005, we partner with all major national health carriers to serve 450+ clients and over 375,000 Medical and Pharmacy lives across all 50 states. We deliver high-touch solutions that drive value while preserving benefits. RetireeFirst, a LaborFirst solution, provides end-to-end Retiree Benefits Management. In partnership with plan sponsors, brokers, and consultants, we design, implement, manage, and administer Medicare benefits, ensuring a seamless transition and continued support. HealthActive, our solution for self-insured health plans with actives and early retirees, combines one-on-one health advocacy with technology-driven insights to help members successfully navigate their healthcare journey.
Summary of Position
The Client Service Director is an outcomes-driven people leader responsible for the performance, consistency, and scalability of the Client Service function. This role leads and develops Client Service Managers (CSMs) and Client Service Associates (CSAs), owns team-level service outcomes, and ensures a high-quality, predictable experience for clients, retirees, and members.
The Director primarily leads the system: setting expectations, executing and refining service strategies co-developed with the VP of Client Services, and stepping into client relationships for escalations, high-touch situations, and critical moments that require senior ownership.
The Director may also carry a small, strategically selected client portfolio when appropriate, without diminishing their primary accountability for team-level outcomes.
Directly Manage and Develop Team
- Directly manage, coach, and develop CSMs and CSAs, with full ownership of hiring, onboarding, performance management, and exits
- Conduct regular 1:1s, performance reviews, and development planning
- Build and maintain a promotion pipeline
- Ensure consistent delivery of feedback through call and case reviews
Service Delivery & Client Outcomes
- Own team-level service outcomes including NPS and escalation trends
- Serve as the senior escalation point for complex issues
- Partner with CSMs on root-cause remediation
- Manage a limited client portfolio when assigned
Operational Execution & Workflow Ownership
- Execute and refine service strategies and workflows
- Own capacity planning and workload balancing
- Maintain cross-functional handoffs
Training, Quality & Continuous Improvement
- Oversee onboarding and ongoing training
- Lead process and quality improvements
Client & Stakeholder Engagement
- Attend and present at client or retiree meetings as needed
- Support Sales and leadership as required
- Review and approve client communications
Decision Authority
- Approve non-financial client recovery actions
Requirements
- Bachelor’s degree or equivalent experience
- 3+ years people management experience
- Healthcare or benefits experience
- Life & Health License
- AHIP Certification
LaborFirst is committed to regulatory excellence and operational integrity. We have attained HITRUST r2 certification for our Box and Salesforce platforms and hold full URAC Core Accreditation. With headquarters in Mount Laurel, NJ, and our LaborFirst West facility in Scottsdale, AZ, our award-winning team and services have earned national recognition. We consistently achieve world-class Net Promoter Scores (NPS), have been named on the Philadelphia Business Journal’s Best Places to Work list, and have received multiple industry accolades, including a 2024 and 2025 Gold Stevie Award for Front-Line Customer Service Team of the Year. Connect with us at LaborFirst.com.
401k contribution
Generous vacation time
Opportunity to grow
Fastest 50 Growing Companies in NJ
Must be excluded from OIG/SAM
All qualified applicants will receive consideration for employment without regard to race, age, color, ancestry, national origin, place of birth, religion, sex, sexual orientation, gender identity and expression, military or veteran status, genetic characteristics, or disability unrelated to job performance.
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