The Director, Client Services is responsible for leading BioIVT's global Client Services organization, ensuring exceptional experiences for global clients across all regions and service channels. This executive role drives strategic initiatives to enhance service quality, process efficiency, and client satisfaction, while aligning global client service functions with corporate objectives. The Director will leverage technology, process innovation, and best practices to deliver consistent, high-impact results across diverse markets.
This position will ensure compliance with Environmental Health and Safety (EHS) policies, State Departments of Health, Good Documentation Practices (GDP), Good Laboratory Practice (GLP), Good Manufacturing Practices (GMP), Good Clinical Practices (GCP), Good Laboratory Practice (GLP), Standard Operating Procedures (SOPs), EMEA and FDA Guidelines, general State and Country Regulations such as but not limited to (CLIA, CAP, USP, ISO 9001, USDA regulations, HTA license, DEA and State Controlled Substance programs) where site appropriate.
Location Requirement: Candidates must reside within the Eastern Time Zone (EST/EDT). While we consider applicants from most states, we are unable to hire in AK, HI, NM, ND, SD, RI, or VT.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Strategic Leadership
- Define and execute the global vision and strategy for Client Services, ensuring alignment with BioIVT's business goals and growth objectives.
- Serve as the primary liaison between executive leadership and client service teams, cascading organizational priorities and fostering a unified service culture.
- Establish global best practices and methodologies for customer engagement across Customer Support, Quoting, Order Processing, and Key Account Client Services functions.
- Monitor industry trends, benchmark against leading organizations, and integrate innovative approaches to meet evolving customer needs.
Global Operational Excellence
- Oversee all operational activities across the four functional teams, including workforce planning, KPI management, and optimization of contact center and order management technologies.
- Analyze performance metrics (KPIs), financial data, and client feedback; refine processes and improve service quality
- Drive automation and process improvements to enhance efficiency and reduce cost-to-serve while maintaining exceptional service standards.
- Develop and implement global policies, procedures, and service metrics aligned with business objectives monitor performance and implement corrective actions as needed.
- Design and manage a formal, cross-functional escalation process to ensure rapid resolution of customer issues worldwide.
Executive Team & Talent Development
- Serve as executive escalation point for high-priority client issues
- Build and lead a high-performing, globally distributed team across multiple functions, fostering collaboration and accountability.
- Set clear performance standards and ensure consistent execution across all regions and service areas.
- Implement global training programs to maintain service excellence and process consistency across Customer Support, Quoting, Order Processing, and Key Account Client Services.
- Champion employee engagement through recognition programs, career development opportunities, and a culture of continuous improvement.
Customer Engagement & Cross-Functional Collaboration
- Maintain strong relationships with key global customers, ensuring satisfaction and long-term retention.
- Partner with Sales, Account Management, and Operations to deliver accurate, timely information and seamless customer experiences.
- Provide executive-level feedback on service performance, customer concerns, and opportunities for improvement to inform corporate strategy.
- Collaborate with cross-functional teams to develop account strategies that maximize revenue and strengthen customer partnerships.
QUALIFICATIONS
- Extensive leadership experience in global customer service or client services operations, preferably in a global environment.
- Proven track record of managing multiple functional teams, including Customer Support, Quoting, Order Processing, and Key Account Client Services.
- Strong business acumen with the ability to influence and collaborate at the executive level.
- Expertise in contact center technologies, CRM systems, order management systems, automation, and performance management.
- Exceptional communication, leadership, and change management skills.
- Bachelor's Degree; Master's Degree or MBA is preferred
- Minimum 10 to 15 years of related experience in Client Services and/or Account Management, Customer Experience and Client Engagement scaling.
Other duties may be assigned.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may be required to: stand; walk, sit, stoop, kneel, crouch, crawl, speak, hear/listen, display manual dexterity, reach with hand and arms. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A full-time Monday through Friday workweek with general business hours and flexibility to work additional hours as needed and approved by management.
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws. All job requirements are subject to modification to reasonably accommodate individuals with disabilities. Continued employment remains on an at-will basis, unless otherwise contractually bound.
We offer a comprehensive benefit package for eligible team members, including medical, dental, vision, short-term/long-term disability, life insurance, hospital indemnity and accident insurance. We also provide a generous retirement plan with a company match. Eligible employees enjoy competitive time-off policies and a collaborative environment that promotes growth from within. Enjoy company-sponsored events for the entire team!
