Director of Client Services

FLSA Classification:Salary Exempt

Reports to: COO

Positions Supervised: Customer Service Coordinators and Project Coordinators

The Director of Client Services is responsible for leading the Client Services department while remaining actively engaged in client order management. Approximately 30% of the role is dedicated to direct client order responsibilities, with the balance focused on leadership responsibilities, team performance, accountability, process improvement, and the future development of the Client Services function. As a hands-on leader, this role leads, manages, and holds the team accountable;

develops measurable goals & performance standards; and builds strong relationships with both internal and external stakeholders. The Director is expected to be organized, self-driven, strategic, and hands-on, with a strong focus on operational excellence, team development, accountability, and continuous improvement.

• Lead, manage, and hold accountable the Client Services team to achieve department, company, and individual performance expectations.
• Maintain direct responsibility for client order management and related Client Services work approximately 30% of the time, serving as a working leader and helping balance team capacity as needed.
• Manage and balance the Client Services workload to ensure accuracy, responsiveness, service quality, and optimal team capacity.
• Responsible for the full lifecycle (recruit, hire, onboard, train, develop, coach, and, when necessary, offboard) of Client Services team members in partnership with Human Resources and the COO.
• Develop, implement, and manage team performance metrics, individual goals, department goals, and bonus/incentive structures that reinforce accountability and desired business outcomes.
• Conduct regular one-on-one meetings with team members to review performance, development, workload, goals, and accountability.
• Lead the Client Services Level 10 Meeting and ensure issues, scorecards, Rocks, action items, and departmental priorities are actively managed and resolved.
• Develop the future vision, structure, responsibilities, and operating model of the Client Services role and department in alignment with Company strategy and ongoing business needs.
• Develop and implement processes, procedures, standards, and training that improve efficiency, accuracy, consistency, and the overall client experience.
• Own and manage the Client Services relationship with strategic external partners and technology/service providers (Avanto, etc.) and lead process changes involving partners.
• Develop a hands-on understanding of the Order Management system and lead continuous improvement, adoption, training, and process optimization related to system functionality.
• Monitor department performance, research issues and root causes, and implement corrective actions when service levels, processes, or results do not meet expectations.
• Build and maintain strong working relationships with internal and external stakeholders in support of Client Services and Company objectives.
• As a member of the Company’s leadership team, participate in monthly leadership meetings, strategic planning sessions, organizational quarterly meetings, and other cross-functional meetings as required.
• Participate in customer meetings and presentations when leadership involvement, operational expertise, or Client Services representation is beneficial.
• Develop and manage the Client Services budget, resource plan, capacity needs, and performance goals.
• Maintain all records and sensitive employee, client, and Company information in complete confidentiality.
• Other duties as assigned by the COO.

• High School…