Director of Client Operations

We are seeking a Director of Client Operations to lead enterprise operational delivery, strategic account coordination, and long-term client success across key client relationships. This is not a traditional customer success or support role. This role is responsible for driving operational alignment, managing escalations, improving execution across teams, strengthening strategic client relationships, and ensuring enterprise clients achieve successful outcomes on the Injalaplatform.

The ideal candidate combines:

• insurance industry knowledge,
• operational leadership,
• technology fluency,
• strategic account management instincts,
• and strong organizational capability.

You will work cross-functionally across Customer Success, Operations, Product, Engineering, Compliance, Sales, and Executive Leadership to drive accountability, create structure, improve enterprise client execution, and support long-term account growth.

This role is ideal for someone who thrives in ambiguity, can operate calmly under pressure, and naturally becomes the operational leader and trusted advisor in complex client environments.

• Serve as the operational lead for strategic enterprise accounts
• Manage high-priority escalations and cross-functional issue resolution
• Drive alignment between client stakeholders and internal teams
• Build trusted relationships with executive and operational client contacts
• Lead operational reviews, governance meetings, and strategic planning sessions
• Develop a deep understanding of client operational workflows, business objectives, and organizational priorities

• Identify opportunities to expand platform adoption and operational value within strategic accounts
• Partner with Sales and Executive Leadership on account growth initiatives and long-term account strategy
• Support cross-sell and expansion opportunities across the Injala One platform, including operational and workflow enhancement opportunities
• Help clients understand additional platform capabilities, products, and operational solutions that align with their business needs
• Strengthen long-term client retention through proactive operational leadership and relationship management
• Develop trusted advisor relationships that position Injala as a strategic operational partner rather than simply a software vendor

• Coordinate execution across Customer Success, Product, Engineering, Compliance, Operations, and Sales
• Identify breakdowns in workflows, ownership, communication, and operational processes
• Drive accountability and resolution management across multiple stakeholders
• Ensure operational priorities are clearly communicated and executed

• Establish governance frameworks, escalation paths, operational cadences, and reporting structures
• Develop KPIs, dashboards, scorecards, and operational health metrics
• Improve operational consistency, efficiency, and execution quality
• Translate client operational challenges into actionable product and engineering feedback
• Partner with Product and Engineering teams during implementation and enhancement initiatives
• Help clients understand platform capabilities, workflow expectations, and operational best practices
• Distinguish between technology limitations and operational/process issues

• Provide leadership during periods of operational ambiguity or organizational change
• Communicate complex issues clearly and tactfully to both internal and external stakeholders
• Balance client advocacy with operational accountability
• Help drive continuous improvement across the client delivery organization

• 7+ years of experience in insurance operations, enterprise delivery, client operations, strategic account management, program management, or related leadership roles
• Strong understanding of insurance workflows and operational processes
• Experience working cross-functionally with product and technology teams
• Proven ability to manage escalations and complex enterprise client relationships
• Experience supporting account growth, strategic client relationships, or enterprise account expansion initiatives
• Exceptional organizational, communication, and stakeholder management skills
• Experience building operational frameworks, governance structures, and reporting processes
• Ability to operate effectively in fast-paced, high-growth environments
• Strong executive presence and problem-solving capability

• Insurance brokerage operations
• Enterprise insurance technology platforms
• Risk management or compliance operations
• Program management / PMO leadership
• Construction insurance or certificate management experience

• Enterprise accounts operate with strong coordination and accountability
• Escalations are managed proactively and professionally
• Clients trust Injala as a strategic operational partner
• Internal teams operate with improved alignment and visibility
• Operational bottlenecks are identified and…