Client Services Manager

Theuniversityunion; Strathearn (CA); On-site; USD 75,000 - 85,000; Full time

Job summary

Theuniversityunion in Simi Valley, CA is seeking a seasoned Client Services Manager to lead and develop the Client Services team, coach Supervisors, and ensure top-tier service. You will own hiring, onboarding, and performance management in partnership with HR, and drive process improvements.

Responsibilities include managing CX metrics, escalations, and cross‑functional collaboration to uphold world-class service standards and reporting to the SVP.

Qualifications

• Bachelor's degree preferred or equivalent experience.
• 4+ years leading client-facing teams, including supervisors or leads.
• Strong leadership, interpersonal, and communication skills.
• Experience with CX metrics, reporting and process improvement.

Responsibilities

• Directly manage the Client Services Supervisors and provide coaching and direction.
• Lead, coach and develop the Client Services team and support career growth.
• Conduct regular one-on-ones and ensure HRIS-recorded conversations.
• Own hiring, onboarding and performance management with HR.
• Structure the department for efficiency while maintaining world-class service.

Skills

Leadership

Communication

Client experience

Data analysis

Education

Bachelor's degree or equivalent

Tools

HRIS

CX metrics tools

Job description

• Location 61 MORELAND RD,Simi Valley, CA, 93065-1662,United States
• Base Pay $75,000.00 - $85,000.00 / Year
• Job Category Client Services, Customer Service
• Employee Type Exempt
• Manage Others Yes

Description

Essential Functions

Including but not limited to the following:

• Set and uphold standards of superior client service across the department.
• Handle high-level client escalations and ensure successful resolution.
• Identify trends in client feedback and provide data-backed recommendations to the SVP.
• Oversee complex issue resolution involving client communication, order processing, fulfillment, or logistics.
• Administer and oversee training for the Client Services team.
• Recommend potential projects to the SVP aimed at improving the department's efforts.

Requirements

• Bachelor's degree preferred, or equivalent experience.
• 4+ years of experience managing client-facing teams, including experience managing supervisors or leads (manage-the-manager experience).
• Strong leadership, interpersonal, and communication skills.
• Experience with CX metrics, reporting, and process improvement.

Summary

Primary Responsibilities

• Directly manage the Client Services Supervisor(s), providing coaching, performance feedback, and day-to-day direction.
• Lead, coach, and develop the full Client Services team, building bench strength and supporting career growth.
• Conduct regular one‑on‑ones with direct reports; ensure Supervisors are doing the same with their teams, with conversations properly recorded in HRIS.
• Own hiring, onboarding, and performance management for the department in partnership with HR.
• Structure the department for efficiency while maintaining world‑class service standards.

Operations & Service Quality

• Ensure all Client Services channels (phone, email, chat) are meeting SLA and quality standards.
• Own and report on key CX metrics (CSAT, first-response time, resolution time, etc.) to the SVP.
• Review and continuously improve Client Services procedures, policies, and training materials.
• Serve as the escalation point for complex client issues and cross‑departmental service breakdowns.
• Manage the team's timesheets and approve prior to Accounting deadlines.
• Own Client Services department meetings and metrics reviews.

Cross‑Functional Collaboration

• Partner with Operations, Marketing, DTC, and Tech teams to identify and resolve client experience pain points.
• Represent Client Services in cross‑functional discussions, surfacing trends and data‑backed recommendations.
• Support the SVP in developing and executing the department's roadmap and long‑term goals.