Client Services Manager & CX Performance Lead

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

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.