Summary of Position:

The Client Service Director is an outcomes-driven people leader responsible for the performance, consistency, and scalability of the Client Service function. This role leads and develops Client Service Managers (CSMs) and Client Service Associates (CSAs), owns team-level service outcomes, and ensures a high-quality, predictable experience for clients, retirees, and members.
The Director primarily leads the system: setting expectations, executing and refining service strategies co-developed with the VP of Client Services, and stepping into client relationships for escalations, high-touch situations, and critical moments that require senior ownership. The Director may also carry a small, strategically selected client portfolio when appropriate, without diminishing their primary accountability for team-level outcomes.

People Leadership & Team Performance

- Directly manage, coach, and develop CSMs and CSAs, with full ownership of hiring, onboarding, performance management, and exits

- Conduct regular 1:1s, performance reviews, and development planning

- Build and maintain a promotion pipeline

- Ensure consistent delivery of feedback through call and case reviews

Service Delivery & Client Outcomes

- Own team-level service outcomes including NPS and escalation trends

- Serve as the senior escalation point for complex issues

- Partner with CSMs on root-cause remediation

- Manage a limited client portfolio when assigned

- Reduce repeat escalations

Operational Execution & Workflow Ownership

- Execute and refine service strategies and workflows

- Own capacity planning and workload balancing

- Maintain cross-functional handoffs

Training, Quality & Continuous Improvement

- Oversee onboarding and ongoing training

- Lead process and quality improvements

Client & Stakeholder Engagement

- Attend and present at client or retiree meetings as needed

- Support Sales and leadership as required

- Review and approve client communications

Decision Authority

- Approve non-financial client recovery actions

- Make client-facing decisions during escalations

Requirements

Required:
- Bachelor's degree or equivalent experience
- 3+ years people management experience
- Healthcare or benefits experience
- Life & Health License
- AHIP Certification