Director, Client Services

ADP; United States; Remote; USD 140,000 - 185,000; Full time

Job summary

Lighthouse is seeking a Director of Client Services to lead a pod of Senior Project Managers, Project Managers, and Discovery Analysts. This remote US role focuses on people management, client experience, and driving strategic initiatives to elevate client satisfaction.

Responsibilities include resource allocation, KPI tracking, and ensuring timely, consultative communications, with opportunities for annual bonus based on performance.

Responsibilities

• People Management: Allocate people resources and manage team performance within assigned pod, track KPIs, and lead team engagement and culture.
• Client Experience: Develop client relationships and ensure consistency in consultative communication and standards.
• Communicate proper expectations for scope and deadlines to internal and external stakeholders.
• Execution: Drive team results in technology, workflow and process mastery, issue resolution, and department/company objectives.
• Support to project management team on start-ups and closure tasks including kickoff, standards, billing, and data destruction.
• Leadership: Deliver strategic, operating, and results-oriented leadership to promote team excellence.

Job description

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Director, Client Services

Client Services Full Time Management Remote, Remote, US

Today Requisition ID: 2686

Salary Range: $140,000.00 To $185,000.00 Annually

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

What’s unique about this role?

The Director of Client Services leads a project management team (“pod”) comprised of Senior Project Managers, Project Managers, and Discovery Analysts. The pod drives an exceptional client experience through exemplary responsiveness, consultative approach, and adoption of Lighthouse technologies and workflows. The cornerstones of this position include people management, client experience, execution, and leadership.

What will this person do?

• People Management: Allocate people resources and manage team performance within assigned pod, track key performance indicators, and lead team engagement and culture.


• Client Experience: Develop client relationships and ensure consistency in consultative communication and standards.


• Communicate proper expectations for scope and deadlines to internal and external stakeholders.


• Execution: Drive team results in the areas of technology, workflow and process mastery, issue resolution, and department and/or company objectives and initiatives.


• Provide support to project management team on project start-ups including kick-off call preparation and documentation of standards, as well as with project closure tasks such as final billing and data destruction.


• Leadership: Deliver strategic, operating, and results-oriented leadership to promote team and individual excellence. Perform other related duties as assigned.

Bring your passion and together we will shine. It would also be great if you have the following:

• Strong analytical and logical skills.


• Ability to solve problems and deal with a variety of variables in situations where only limited standards exist.


• Effective written and oral communication skills including having the ability to deal with difficult situations and manage conflicts to successful resolutions.


• Outstanding organizational skills and the ability to multitask.


• Strong project management skills including the ability to interpret a variety of instructions provided in written or oral form.


• Work within timelines and budget parameters.


• Assure quality, accuracy and timeliness of all aspect of implementation.


• Able to delegate tasks to appropriate inter-department team members and able to load balance when workloads exceed a team’s or person’s capacity.


• Flexibility and adaptability to handle a changing and growing workload and ability to assess when team members are struggling with managing change and workload and create solutions to meet employee stress levels and client deadlines.


• Ability to foster positive and professional relationships at all levels internally and externally.

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table.


• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.


• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.

Lighthouse offers a comprehensive quality benefits package including medical, dental, vision, and a 401k with company match. Company paid benefits also include Life & AD&D, short and long-term disability, telemedicine, and other wellness plans. We offer a generous Flexible PTO program and paid volunteer days. Employees may also participate in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.

This role will be eligible to participate in an annual bonus or incentive program.

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients, and our people do what they do best—shine.