Job Description
The Director, Client Care Operations provides strategic and operational leadership for Client Care Operations including Customer Experience, Business Insights, Program Management, and Quality Management. This role leads operations and quality teams supporting Sales, Client Success, Support, and Professional Services to deliver scalable, high-quality customer experiences. The role is accountable for process optimization, quality management, data-driven decision making, and technology enablement across the Revenue organization.
WHAT YOU'LL BE DOING:
• Oversee the day-to-day activities of the Client Care Operations and Quality Management teams
• Own and lead Quality Management across Sales, Client Success, Support, and Professional Services, including QA frameworks and coaching
• Develop and optimize processes to improve service delivery and customer journey at scale
• Drive digital customer experience strategy including automation and self-service
• Track and analyze KPIs; leverage data to drive continuous improvement
• Collaborate with cross-functional leaders across Revenue, Product, Marketing, and Client Care
• Lead program and project management initiatives and special projects
Qualifications
YOU'VE GOT WHAT IT TAKES IF YOU HAVE/ARE:
• 8+ years' experience in operations, client success, or customer experience in a SaaS environment
• 3+ years people leadership experience
• Bachelor's Degree
• Strong business acumen within customer success and revenue operations environments
• Experience building and scaling Quality Management programs
• Expertise in process design and operational scaling
• Advanced analytical and critical thinking skills
• Ability to influence cross-functional stakeholders
• Proficiency with CRM, QA, and analytics tools
Additional Information
IN OFFICE REQUIREMENT:
Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters (close to the Raleigh/Durham airport) approximately 30 days/quarter.
