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.

• 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.