Director, Client Service

Develop and implement comprehensive operational strategies, policies and procedures that support the company’s long-term goals.

Collaborate with Client Service management team to set goals and develop strategic plans for the department.

Ensure high quality service delivery across all client touchpoints.

Support resolution of complex client issues and complaints in a professional manner.

Track, analyze and actively manage service performance metrics.

Identify areas for optimization and implement changes to enhance efficiency and effectiveness.

Effectively communicate with clients, internal teams and stakeholders ensuring alignment and transparency.

Support transformation initiatives, foster a culture that embraces change.

Requirements

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

Hard Skills

operational strategies

service performance metrics

KPI management

service operations

workflow processes

Soft Skills

collaboration

communication

problem resolution

strategic planning

change management

Certifications & Qualifications

Bachelor's degree

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