Client Relations Director/Hospitality and Workplace Experience

About Us:

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Job Description

As the Client Relations Director you will be responsible for managing client relationships, driving operational excellence, fostering business development, and ensuring financial success. The Client Relations Director plays a critical role in delivering exceptional service, enhancing client satisfaction, and driving long-term retention in our fast-paced, high-growth organization. As the primary point of contact for our clients, you will leverage your expertise to develop and execute strategic initiatives while providing thought leadership on industry trends and best practices. Manage a team comprised of up to 100 employees across multiple client sites. The Client Relations Director lives, supports, and champions our core values. This role reports to the Vice President of Client Relations or the Senior Vice President of Client Relations.

ROLES & RESPONSIBILITIES: 

• Provide strategic leadership for the development and evolution of hospitality and workplace experience programs that strengthen client partnerships, enhance employee and guest engagement, and differentiate the organization’s service offering.
• Serve as a senior advisor to clients and internal leadership, translating business objectives, workplace trends, and evolving expectations into innovative, scalable, and high-performing experience strategies.
• Establish the Opensity Solutions strategic vision and service philosophy for hospitality and WPX, ensuring alignment with client culture, brand standards, and business objectives.
• Act as a trusted strategic partner to senior client stakeholders, identifying opportunities to enhance the workplace experience, strengthen relationships, and drive long-term value.
• Lead the design and evolution of integrated workplace experience strategies across reception, concierge, conference services, hospitality, employee engagement, and other back & front-of-house services.
• Drive innovation in service delivery, technology, workplace programming, and operating models to continuously elevate the employee, executive, and visitor experience.
• Establish enterprise-level service standards, experience principles, and performance measures that create consistency while allowing programs to reflect the unique needs of each client.
• Leverage client feedback, operational data, workplace trends, and market insights to identify opportunities, address service gaps, and develop forward-looking solutions.
• Provide executive oversight and mentorship to operational leaders, building a culture of accountability, service excellence, innovation, and continuous improvement.
• Collaborate cross-functionally with a national and/or local operations, client relations, facilities, technology, real estate, and other stakeholders to ensure the workplace experience is integrated and aligned with broader business priorities.
• Identify opportunities to expand services, introduce new solutions, and support account growth through enhanced workplace and hospitality offerings.
• Champion a client-first, hospitality-driven culture where service is viewed as a strategic differentiator and every touchpoint contributes to the overall workplace experience.
• Define and communicate the value of workplace experience through meaningful KPIs, SLA’s, client outcomes, service performance, and continuous improvement initiatives.

KNOWLEDGE, SKILLS & ATTRIBUTES: 

• Strong client relationship management and executive presence  

• Proven leadership experience managing large, distributed operational teams  

• Deep understanding of service delivery operations and performance management  

• Strong financial acumen, including account profitability and cost management  

• Excellent communication, negotiation, and stakeholder management skills  

• Ability to lead complex client environments with multiple service lines  

• Strong problem-solving and conflict resolution skills  

• Strategic thinking with ability to translate client needs into operational execution  

• Ability to influence cross-functional teams without direct authority  

• High emotional intelligence and customer-first mindset  

• Strong organizational and decision-making skills in fast-paced environments  

• Ability to drive accountability and performance across large teams  

QUALIFICATIONS: 

Education: Bachelor’s degree in Business Administration, Management, Communications, or related field required;

Experience: 8–12+ years of experience in client services, account management, operations, or service delivery leadership roles; experience managing large teams and complex client environments strongly preferred 

Technical Skills: Proficiency in CRM and reporting systems (e.g., Workday or similar); strong Microsoft Excel and PowerPoint skills for reporting and executive presentations; familiarity with workforce management or service delivery platforms is a plus 

The Compensation range for this role is 125,000 to 150,00 USD per hour and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

All eligible employees receive access to a comprehensive benefits package, including:

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

#LI-NL 1

Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients. 

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation. 

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation. 

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.