VP of Client Services

Responsibilities

Serve as the executive relationship owner for Brand Presidents, franchise owners, and key stakeholders, driving client satisfaction, retention, and long‑term partnership success.

Lead client services operations across multiple Neighborly brands, ensuring delivery of high‑quality omnichannel customer support and achievement of service objectives.

Drive operational excellence through performance management of key metrics, including SLA attainment, CSAT, NPS, productivity, quality, and customer experience outcomes.

Develop and execute strategic initiatives that improve service delivery, operational scalability, customer experience, and business growth.

Lead and develop a high‑performing team of directors, account managers, and client success professionals through coaching, accountability, and succession planning.

Partner cross‑functionally with Operations, Technology, Product, and Brand leadership to identify solutions, resolve complex issues, and support organizational growth.

Champion customer experience transformation through the use of technology, automation, AI, analytics, and continuous improvement initiatives.

Develop strategies for continuous service enhancement.

Requirements

10+ years of progressive leadership experience in client services, customer experience, customer success, service delivery, contact center operations, or related operational functions.

Experience leading customer‑facing teams and managing key client relationships.

Proven success improving customer satisfaction, operational performance, and business results.

Experience leading and developing managers and high‑performing teams.

Strong understanding of business operations, performance metrics, and financial management.

Executive‑level client relationship management and stakeholder engagement.

Strong leadership experience managing and developing high‑performing teams.

Customer experience, client services, or contact center leadership expertise.

Strategic planning and operational execution capabilities.

Financial acumen, including budget management, P&L analysis, pricing, and profitability management.

Strong analytical, problem‑solving, and decision‑making skills.

Experience leveraging data, dashboards, and performance metrics to drive business outcomes.

Ability to lead cross‑functional initiatives in a matrixed environment.

Excellent communication, presentation, negotiation, and influencing skills.

Technology‑forward mindset with exposure to automation, AI, analytics, CRM, or customer service platforms.

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