Director, Client Support (remote)

Catholic Leadership Institute; Malvern (Chester County); Remote; USD 70,000 - 100,000; Full time

Job summary

A leading organization dedicated to pastoral leadership formation seeks a Director of Client Support to ensure high-quality service and logistical support for clients. This role involves managing a team, enhancing client experiences, and collaborating across departments to fulfill the organization's mission. Ideal candidates will have a strong background in leadership, client service, and a commitment to the Catholic faith.

Qualifications

• Practicing Catholic with a deep love of the Roman Catholic Church.
• Three to five years of people leadership experience.
• Experience in client-facing or customer-serving roles.

Responsibilities

• Supervise and manage direct reports in support of CSC priorities.
• Provide expert accompaniment to Leadership Consultants on projects.
• Identify and implement processes to improve client experience.

Skills

Leadership

Communication

Organizational Skills

Client Service

Education

Bachelor's degree from an accredited university

Tools

Microsoft Office

Job description

Vision: We see a world where each individual understands their God-given mission in life and is doing their best to fulfill it; a world where Catholic leaders are influential voices in society; a world where Jesus' example of loving, servant leadership is modeled in every family, workplace, parish, and community.

Purpose: Catholic Leadership Institute (CLI) provides bishops, priests, deacons, religious, and lay persons in the Roman Catholic Church with world-class, pastoral leadership formation and consulting services that strengthen their confidence and competence in ministry, enabling them to articulate a vision for their local church, to call forth the gifts of those they lead, and to create more vibrant faith communities rooted in Jesus Christ.

Summary: The Director, Client Support ensures the highest level of service and logistical support for the clients served by the Catholic Leadership Institute and for the client delivery teams providing those services through the leadership of the Client Support Team. This includes recruiting, training, and providing support and leadership to the members of Client Support Team. The Director, Client Support will also ensure that CLI has excellent processes and procedures for managing client inquiries, staffing the client help desk, correctly escalating issues, and maintaining focus on providing excellent customer service. The Director, Client Support also works cross-functionally with other members of the Fulfillment Team to gain a deep understanding of CLI's services and fulfillment processes so that the Client Support Team can best meet the needs of both external and internal clients. The Director, Client Support may also engage in the delivery of services to support projects where needed. Note: This position supports time zones across the US so occasional off-hours work may be required.

DESIRED QUALIFICATIONS

Qualifications
• Practicing Catholic with a deep love of the Roman Catholic Church
• Bachelor's degree from an accredited university
• Three to five years people leadership experience

Preferred Relevant Experience
• One to two years of staff or volunteer leadership in a Catholic parish, diocese, or other organization
• One to two years of experience with administration, project management, and/or data analysis
• Three to five years in client-facing or customer-serving role

Competencies and Other Skills
• A strong understanding of Catholic culture, structures, parish life, ministries, and roles
• Commitment to the highest level of client service and attention to detail
• Comfort operating in a fast-paced, high-pressure environment and adapting to changes in task and process
• Excellent verbal and written communication skills, especially via phone and email
• High level of comfort with public speaking and presenting material to an audience
• Self-directed and independent worker, comfortable working alone or collaborating with a team
• Ability to drive toward clarity by asking questions, seeking support, and doing research
• Accomplished multi-tasker who can juggle multiple projects simultaneously and anticipate needs of key customers; must have strong organizational skills and high level of attention to detail
• Strong technical skills in Microsoft Office tools and an aptitude for learning new technologies
• Ability to think creatively and critically about current and prospective processes

KEY RESPONSIBILITY AREAS

Area	Key Responsibilities
People Leadership 50%	· Supervise and manage direct reports in support of CSC priorities · Support professional development and growth of client support team members through mentorship and guidance · Identify training needs and work with People Operations or others to source appropriate resources · Manage and assign work to client support team members
Consultant Support 20%	· Provide expert accompaniment to Leadership Consultants and others on high-visibility or special projects · Strategize participant experience alongside Leadership Consultants · In conjunction with other fulfillment team directors, ensure Leadership Consultant alignment with CLI process and service standards
Service Fulfillment 10%	· Participate in the delivery and facilitation of CLI Services with special attention to identifying and addressing improvements to the holistic participant experience · Serve as a thought partner to team members participating in the delivery of services in order to ensure high quality participant experience · Support special projects through participation in the delivery and facilitation of services
Client Support 10%	· Providing technical and logistical support to CLI partners who engage our services · Assist partners as they navigate CLI's services and platforms · Identify and implement processes and workflows that improve the holistic client experience
Innovation & Improvement 10%	· Identify, create and manage the implementation of process and workflow improvements that enhance client delivery · Collaborate with cross-functional partners, both internal and external to the organization, to improve client experience

CRITICAL SUCCESS CRITERIA

Self-Assurance and Humility: Has deep trust in the Lord and in one's ability to meet most challenges. Inspires self and others to fulfill commitments and achieve a positive outcome. Does not seek personal recognition but is committed to the success and growth of others. Makes it about the other person rather than about self. Invites others to more fully participate and open up. Understands that "I have to do it myself and I can't do it alone." Values excellence and is committed to lifelong growth in holiness, confidence, and competence.

Comfortable with Ambiguity: Has ability to 'go and figure it out' when all necessary information is not available. Is willing to make quick decisions even without all the facts. Handles deviations from routine without assistance; readily accepts changes in procedures, assignments and priorities. Takes change in stride; adapts, improves and overcomes obstacles and challenges. Can balance competing priorities in assignments. Doesn't dwell on the negative or downside of things or decisions.

Resilient Drive: Has the ability and energy to do what it takes to be faithful to God's call and to one's unique role in service to the CLI Vision and Mission. Is motivated to achieve his/her goals and to support the goals of the organization, knowing that that will require effort, flexibility and skill. Anticipates problems and obstacles and brings resourcefulness and a "can-do-spirit" to both short and long-term goals and tasks. Finds satisfaction in the living out of one's purpose and values and in the effort it takes to achieve one's key responsibilities and SMART Goals. Is committed to the development and training that it will take along the way.