JOB SUMMARY

The Director of Client Service is a senior leadership role responsible for defining and executing the strategic vision for the Company's client service organization. This position leads the modernization of the client experience model by integrating operational excellence, customer-centric service design, knowledge management, digital enablement, and AI-driven capabilities.

The Director will evaluate the current state of client service operations, establish a future-state service strategy, and lead enterprise-wide improvements that increase responsiveness, service quality, scalability, and customer loyalty. This role requires an experienced, forward-thinking leader with the ability to transform a traditional service function into a high-performing, technology-enabled organization capable of supporting long-term growth and AI-assisted, and eventually agent-to-agent, service interactions.

This position serves as the senior business owner for client service transformation, workforce capability, service standards, knowledge systems, and customer experience performance

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Define and lead the strategic roadmap for transforming the Client Service function into a scalable, modern, high-performance organization aligned with enterprise growth objectives.
• Serve as the senior leader responsible for redesigning service delivery, workforce capability, operating structure, communication standards, and customer experience processes.
• Assess current-state service operations, organizational capabilities, workflows, service failures, knowledge gaps, and customer friction points; prioritize and execute high-impact improvements.
• Build a future-state Client Service operating model that integrates human support, AI-assisted service, knowledge-centered service, automation, and long-term agent-to-agent interaction capabilities.
• Lead the evaluation, selection, implementation, and optimization of AI-enabled service tools, automation platforms, workflow systems, and service technologies that improve customer experience and operational performance.
• Establish enterprise service standards, governance, and operating discipline for response times, issue resolution, escalation management, communication quality, service consistency, and customer satisfaction.
• Own and elevate service performance management through KPI governance, dashboards, operating reviews, trend analysis, root cause analysis, and continuous improvement disciplines, expanding on the current role's emphasis on monitoring KPIs and managing abnormalities.
• Design and institutionalize a robust knowledge management framework, including knowledge capture, maintenance, content quality standards, governance, and accessibility to support both employees and AI-enabled systems.
• Strengthen the organization's Voice of Customer capability by converting customer feedback, survey data, service trends, and escalation patterns into strategic recommendations and measurable business improvements, building on related expectations in the current role.
• Lead the development of a client-centric service culture that emphasizes accountability, responsiveness, professionalism, innovation, collaboration, and continuous improvement.
• Build organizational capability through leadership development, succession planning, performance coaching, talent assessment, onboarding strategy, cross-training, and role redesign, extending the current role's people leadership responsibilities
• Partner cross-functionally with Operations, Sales, IT, Commercialization, Production, Quality, and Executive Leadership to align the client experience with business strategy and operational execution.
• Establish resource planning and organizational design strategies that ensure the team can meet service demand, quality expectations, and future growth requirements.
• Oversee service-related controls for remakes, credits, escalations, exceptions, and customer-impacting operational issues to ensure timely resolution and accountability, reflecting current responsibilities in the existing role WE_JOB DESCRIPT...visor.docx.
• Lead transformation governance, stakeholder alignment, communication planning, and change adoption efforts to ensure successful implementation of new service models, tools, and workflows.
• Present strategic recommendations, progress updates, risks, and performance outcomes to executive leadership

QUALIFICATIONS

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skill, and/or ability required.

Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions.

SKILLS

Proficient in AI and technology used for Client Service teams

High Emotional EQ

Problem Solving

Leadership skills

Previous success in quality client service management

Previous experience with problem solving, creativity and resourcefulness

Process driven for success

EDUCATION / EXPERIENCE

Technical degree, incomplete college degree

Minimum 5 years management experience leading a Client Service Team

Knowledge of technology used in today's Client Service environment including AI