Director, Digital Client Success & Strategy

National Debt Relief, LLC; United States; On-site; USD 150,000 - 172,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) matching

Paid holidays & PTO

Parental leave

Transit benefits

Life insurance

Pet insurance

Wellness program

Job summary

National Debt Relief, LLC seeks a strategic Director of Client Success Digital Channels to lead digital platform initiatives and elevate client satisfaction. You will drive innovation, oversee a multi-channel experience, and mentor a skilled team to deliver measurable performance improvements.

This role requires at least a decade in digital strategy, with strong leadership across contact centers and digital platforms.

Qualifications

• Proven leadership of digital transformation projects.
• Understanding of core business processes and technical solutions.
• Disruptive mindset with forward-looking vision.
• Ability to influence and collaborate with senior leaders.
• Experience in digital strategy development for customer service.
• Strong knowledge of chat, email, social media, and self-service portals.

Responsibilities

• Drive digital strategy and act as change agent across the organization.
• Own and monitor the digital-innovation project portfolio.
• Build and scale a digital-innovation ecosystem with internal and external partners.
• Identify new tools (AI, CRM) to enhance solutions.
• Define market trends and opportunities for customers.
• Develop differentiated digital propositions and partnerships.
• Transition analog processes to digital with cross-functional teams.
• Champion digital practices and mindset from the top down.
• Monitor KPIs for customer satisfaction, response time, and resolution.
• Lead and mentor a team of digital specialists.
• Establish goals and performance metrics for digital initiatives.
• Foster a culture of innovation and collaboration.
• Measure ROI and optimize tool/resource investments.
• Research and implement digital solutions across products and channels.

Skills

Digital transformation leadership

Customer experience

Strategic planning

Cross-functional collaboration

Analytical mindset

Executive presentation

Digital platforms

Education

Bachelor’s degree in business/related field

10 years digital strategy experience

8 years launching digital platforms

5 years leading contact center digital teams

4 years leading teams with direct reports

Job description

National Debt Relief, LLC seeks a strategic Director of Client Success Digital Channels to lead digital platform initiatives and elevate client satisfaction. You will drive innovation, oversee a multi-channel experience, and mentor a skilled team to deliver measurable performance improvements.

This role requires at least a decade in digital strategy, with strong leadership across contact centers and digital platforms.