Director of Client Services/ Client Services Operations
Position Summary:
The Director of Client Services/Client Services Operations will oversee daily customer support operations, ensuring the delivery of exceptional service. This leadership role involves supervising account managers and team members at various levels, implementing strategic initiatives, establishing best practices and departmental protocols, and ensuring that all deadlines and standards are consistently met. The ideal candidate is an experienced leader with strong decision-making and project management skills, committed to maintaining the highest level of client satisfaction. Practical Process Improvement is a critical part of this role.
Essential Responsibilities:
- Develop, standardize, and continuously improve workflows, processes, and departmental procedures
- Create and implement a comprehensive training program for team members
- Manage internal departmental deadlines and establish clear work instructions
- Prioritize and oversee multiple projects, ensuring timely completion for clients
- Establish and monitor Key Performance Indicators (KPIs) to measure team performance
- Coach, mentor, and supervise the staff, fostering a culture of professional growth and excellence
- Ensure compliance with company policies while promoting organizational values and culture
- Drive efficiency and communication both inter- and intra-departmental
- Provide support outside regular hours as needed
- Perform additional duties as assigned
Essential:
- Proven strategic leadership with the ability to oversee daily operations, monitor performance, and drive departmental excellence
- Exceptional communication skills, including oral, written, and presentation abilities
- Strong negotiation and conflict resolution skills
- Ability to adapt to changing priorities while maintaining attention to detail and accuracy
- Excellent problem-solving and decision-making capabilities
- Demonstrated ability to adapt to shifting timelines and manage high-pressure situations effectively.
- Self-motivated with minimal supervision
- Bachelor's degree in Marketing, Business, Process Engineering, or a related discipline,
and five or more years of professional experience.
- Ten or more years of professional experience in a leadership or management role within a client-focused environment, with a demonstrated track record of process improvement
- Knowledge of Direct Mail is a plus
This is an on-site position in Kutztown, Pennsylvania. This position does not accommodate remote or hybrid work arrangements.