The Director, Client Services is a strategic leader accountable for business outcomes, leadership effectiveness, operational performance, and client portfolio health across multiple service teams, AVP-led functions, client segments, and complex portfolios. This role provides oversight for talent planning, workforce effectiveness, risk management, service delivery health, escalation governance, and enterprise alignment. The Director drives execution through service leadership teams rather than owning day-to-day service delivery.
Strategic Business Leadership- Own business performance, client outcomes, portfolio health, and service effectiveness across multiple teams and client segments.
- Set direction for retention, service quality, financial performance, workforce capacity, risk mitigation, and client continuity.
- Lead organizational change by translating strategy into priorities, reinforcing adoption, and measuring impact.
Leadership, Talent, and Organizational Effectiveness - Build leadership capability through coaching, succession planning, talent reviews, and workforce planning.
- Create accountability frameworks for performance, engagement, leadership consistency, and business outcomes.
- Partner with HR and executive leaders on organizational effectiveness, scalability, and engagement strategies.
Risk, Governance, and Partnership - Oversee client risk management, escalation governance, operational readiness, compliance, and business continuity.
- Review enterprise trends and implement actions to reduce systemic risk and improve consistency.
- Partner with VP-level and cross-functional leaders to align priorities, support strategic client discussions, and advance enterprise readiness.
Success Measures - Improved client retention, portfolio health, service consistency, and operational performance.
- Stronger leadership bench, succession readiness, engagement, retention, and leadership effectiveness.
- Reduced escalation volume, repeat issues, unresolved risk trends, and improved change adoption.
- Perform other duties as assigned and comply with all policies and standards.
Required Competencies - Strategic thinking, enterprise leadership, and business acumen.
- Executive influence, cross-functional partnership, and client portfolio judgment.
- Leadership coaching, talent development, succession planning, and change leadership.
- Risk judgment, escalation governance, operational discipline, and problem solving.
Experience - 10+ years of progressive leadership experience in Benefits Administration, Client Services, Customer Success, HR Technology, Healthcare, or another complex service environment.
- Experience leading leaders, managing large teams or portfolios, and driving strategic planning, talent management, operational results, and financial performance.
- Proven ability to influence executive stakeholders, navigate ambiguity, drive scalable solutions, and support change adoption.
- Availability to travel up to 15%.
The pay range for this position is 80K to 154K per year (pay to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data).
Other Compensation: This role will be eligible to participate in the annual bonus plan.
Other Compensation: If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package which can be viewed here: https://businessolver.foleon.com/bsc/job-board-businessolver-virtual-benefits-guide/
