We are seeking a strategic and inspiring Director of Client Service Operations to drive operational excellence across two divisions while fostering a cohesive and positive employee experience. This leader will leverage analytics, technology, and process optimization to elevate both the client and team member experience.
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Key Responsibilities
Leadership & Development
- Develop and mentor service team leaders and functional leaders
- Foster a highly engaged and collaborative workforce
- Communicate company vision and align service teams with organizational goals
Operational Leadership
- Partner with executive leadership to implement strategic initiatives
- Establish consistent operating standards across service departments
- Lead operational support functions including:
- Data analytics
- Quality control auditing
- Training
- Workflow optimization
- Manage service operations vendors and represent the company brand professionally
- Establish and monitor KPIs to drive accuracy, efficiency, and client satisfaction
Analytics & Reporting
- Oversee operational reporting and performance analytics
- Interpret leading and lagging indicators to support decision-making
- Utilize dashboards and reporting tools to generate actionable insights
- Applied Epic experience preferred
Client Experience
- Ensure delivery of a consistent, high-quality client experience
- Maintain strong retention and service excellence metrics
- Balance operational efficiency with a relationship-focused service model
Qualifications
- Alignment with company values
- 12–15 years of operations leadership experience
- Experience managing leaders of leaders
- Strong track record of developing talent and building teams
- Excellent analytical and technical skills
- Experience with CRM systems and workflow tools
- Proven success leading process improvements and systems implementations
- High emotional intelligence and strong communication skills
Compensation & Benefits
- Base Salary: $110K–$145K
- 15% Bonus Opportunity
- Excellent Benefits Package
Please send your resume to Andree@Stafffinancial.com for immediate consideration.
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