Director of National Client Experience & Operations

Director Service Delivery

About the Role:

As the Director of Service Delivery, you will be responsible for overseeing the end-to-end delivery of services to our clients, ensuring high levels of customer satisfaction and operational excellence. You will lead a team of service delivery managers and specialists, setting strategic objectives, implementing best practices, and driving continuous improvement initiatives to optimize service delivery processes and outcomes.

Essential Job Responsibilities:

• Develop and implement service delivery strategies, policies, and procedures to meet client needs and organizational objectives.
• Lead and manage a team of service delivery managers and specialists, providing direction, guidance, and support to ensure effective service delivery and customer satisfaction.
• Establish and monitor key performance indicators (KPIs), service level agreements (SLAs), and metrics to track performance, identify areas for improvement, and drive operational excellence.
• Collaborate with internal stakeholders, including sales, account management, product development, and support teams, to align service delivery efforts with client requirements and business goals.
• Oversee the planning, scheduling, and allocation of resources (e.g., personnel, equipment, tools) to ensure efficient and timely delivery of services.
• Monitor and analyze service delivery trends, customer feedback, and industry best practices to identify opportunities for innovation, process optimization, and service improvement.
• Develop and maintain strong relationships with clients, acting as a trusted advisor and escalation point for service-related issues and concerns.
• Lead service delivery reviews and meetings with clients, providing updates on performance, addressing issues and risks, and identifying opportunities for value-added services and upselling opportunities.
• Ensure compliance with regulatory requirements, industry standards, and company policies and procedures related to service delivery, data security, and privacy.
• Prepare and present regular reports and presentations to senior management, providing insights into service delivery performance, trends, and initiatives.

Qualifications:

• Bachelor''s degree in business administration, management, information technology, or a related field (or an equivalent combination of education and relevant experience). Advanced degree (e.g., MBA) is preferred.
• Minimum of 8-10 years of experience in service delivery management, client relationship management, or related fields, with at least 3-5 years in a leadership or director-level role.
• Proven track record of success in driving service delivery excellence, achieving high levels of customer satisfaction, and meeting or exceeding performance targets and objectives.
• Strong leadership and management skills, with the ability to inspire and motivate teams, foster collaboration, and drive results in a dynamic and fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients, internal stakeholders, and cross-functional teams.
• Strategic thinker with strong analytical and problem-solving abilities, capable of translating client needs and business requirements into actionable strategies and initiatives.
• Experience in managing service delivery teams, including recruitment, training, performance management, and professional development.
• Knowledge of service delivery methodologies, frameworks, and best practices, with experience implementing and optimizing service management processes and tools.

Skills Candidate Should Possess:

1. Operational & People Leadership

• Large-Scale Workforce Management: Proven ability to lead a tiered organization (170+ employees) across multiple shifts or locations.
• Talent Development: Identifying and coaching "leads" and "supervisors" to ensure the 175+ person org doesn''t rely solely on the Director.

2. Client & Executive Communication

• Stakeholder Management: The ability to translate "back-office" operational data into "front-office" business value for client executives.
• Crisis Communication: Maintaining a calm, professional demeanor when addressing service failures with the client.
• Consultative Selling: Identifying opportunities within the current operation to offer new services or efficiencies that benefit the clients bottom line.

3. Financial & Process Acumen

• P&L Management: Strong "business math" skillsunderstanding margins, labor costs, and how operational efficiency impacts the budget.
• Vendor Management: Negotiating and managing third-party providers for equipment, supplies, or offshore support.

4. Technical & Digital Literacy

• Document Solutions Expertise: Understanding of the "Print-to-Digital" pipeline (OCR, high-speed scanning, and digital mailroom).
• Automation Implementation: Not necessarily coding, but the ability to identify where RPA (Robotic Process Automation) or AI-driven sorting can replace manual data entry.
• Data Analysis: Proficiency in using BI tools (Excel, Tableau, or internal dashboards) to track accuracy and cycle-time trends.

5. Soft Skills

• Resilience: Essential for the "hot seat" nature of national operations.
• Pragmatism: The ability to choose a "working solution" over a "perfect solution" to keep production moving.
• Attention to Detail: In document processing, a 1% error rate can be a catastrophe; this person must be a stickler for accuracy.

"The salary for this position starts at $175,000.00 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.