Director of Client Experience

USN U.S. Nursing Corporation; Colorado; Hybrid; USD 104,000 - 131,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

FSA/HSA

Company-paid life insurance

401K with discretionary match

Paid time off

Paid parental leave

Tuition reimbursement

Job summary

Ingenovis Health seeks a Senior Client Experience Lead to own the client journey across launch, onboarding, readiness, execution, and closeout. You will coordinate with Operations, Clinical, Recruitment, Credentialing, and Logistics to ensure a seamless experience.

You will lead client status meetings, establish standards, and coach teams to deliver a high-quality service. Compensation ranges from $104,400 to $130,500 with comprehensive benefits.

Qualifications

• Bachelor’s degree or equivalent experience considered.
• Minimum 5 years in a client-facing role in staffing or healthcare.
• Experience in project coordination or project management essential.
• Proficiency with Bullhorn, HubSpot, Smartsheet, or similar systems.

Responsibilities

• Own and improve the client journey from launch to closeout and ongoing relationship management.
• Define client experience standards, touchpoints, and communication cadence.
• Serve as senior client-facing partner with continuity across engagements.
• Lead client status meetings and provide executive-level updates.
• Collaborate with Operations, Clinical, Recruitment, Credentialing, and Logistics.
• Capture client feedback and translate into measurable improvements.

Skills

Client facing

Project management

Communication

Leadership

Executive presence

Cross-functional collaboration

Education

Bachelor’s degree

Tools

Bullhorn

HubSpot

Smartsheet

Microsoft Office

Outlook

Excel

Word

PowerPoint

Job description

Responsibilities

• Own and continuously improve the USN client journey across project launch, onboarding, readiness, execution, closeout, and ongoing relationship management.
• Define the client experience standards, touchpoints, communication cadence, decision pathways, handoffs, and service expectations for each phase of an engagement.
• Serve as a senior client-facing partner and consistent point of continuity, helping clients navigate the engagement lifecycle and connecting them with the appropriate internal workstream leaders.
• Serve as the leadership sponsor on priority client calls, providing executive presence, operational credibility, continuity, and support while reinforcing clear ownership and follow-through.
• Maintain oversight of client priorities and commitments across the broader relationship, supporting the Client Operations Lead in delivering aligned internal direction and coordinated client communication.
• Establish methods to capture client feedback throughout the engagement, synthesize themes, and convert insights into measurable service improvements.
• Champion a client-first mindset across internal teams while balancing operational feasibility, contractual commitments, risk, and business priorities.
• Maintain visibility to the client experience across workstreams and intervene when gaps, conflicting messages, missed commitments, or unresolved decisions could affect trust or project outcomes.
• Act as a strategic resource to Sales and Account Management for client sales presentations, finalist presentations, capability discussions, and RFP or RFI responses.
• Lead key client status meetings and executive touchpoints, providing clear updates on readiness, progress, risks, decisions, and next steps.
• Lead the Client Onboarding and Education team, establishing a consistent client onboarding experience from project launch through execution readiness.
• Maintain a holistic view of the engagement and ensure the client receives coordinated communication across Operations, Clinical, Recruitment, Credentialing, Logistics, and other teams.
• Act as the client experience escalation point for issues that cross workstreams or require coordinated leadership attention; drive timely resolution and transparent follow-through.
• Coach and develop client-facing team members across workstreams to strengthen client communication, relationship management, and service consistency.
• Provide onsite client leadership relationships and command center support during strike operations as needed.
• Lead the client-facing closeout process, ensuring operational, financial, reporting, and relationship follow-up is coordinated and completed.
• Assist with post-engagement debriefs with clients to evaluate outcomes, capture feedback, recognize successes, address concerns, and identify opportunities for future partnership.
• Partner with internal leaders to conduct lessons-learned reviews and convert findings into clear process, tool, training, or service improvements.
• Track client experience themes and provide leadership with recommendations related to service quality, journey improvements, relationship health, and future opportunities.
• Participate in early client conversations to bring operational credibility, explain USN capabilities and readiness, and shape an experience that can be successfully delivered.
• Perform additional duties as requested by management.

Requirements and Experience

• Bachelor’s degree required, although relevant work experience may be considered in lieu of a degree.
• Minimum 5 years of experience in client facing role in the staffing services industry and/or hospital environment preferred.
• Experience in project coordination, operations support, or project management is essential.
• Working knowledge of Bullhorn, HubSpot, Smartsheet, or similar systems preferred.
• Strong technical skills, including proficiency in Microsoft Office, Outlook, Excel, Word, PowerPoint, and Smartsheet.
• Ability to quickly adapt to new tools, technologies, systems, and operational processes.
• Excellent verbal and written communication skills, including the ability to coordinate and lead client-facing and internal operational calls.
• Ability to confidently present to diverse audiences in virtual settings, both on camera and through screen sharing, while adapting communication style to effectively engage internal teams and external stakeholders.
• Strong organizational, time management, prioritization, and follow-up skills.
• Ability to manage multiple priorities in a fast-paced, high-pressure environment.
• Strong decision-making skills, including the ability to interpret procedures, policies, and project requirements.
• High level of interpersonal skill and discretion when handling sensitive or confidential information.
• Ability to coordinate across departments and functional areas to support work production and service quality.
• Demonstrated sense of urgency and accountability.
• Ability to build and maintain professional working relationships with internal teams and external stakeholders.
• Ability to remain calm, professional, and solution-focused during high-stress situations.
• Flexible and adaptable, with the ability to adjust schedules, priorities, and tasks based on business needs.
• Commitment to organizational core values: Integrity, Compassion, and Excellence.

Physical Demands and Work Environment

Ability to use sensory skills to effectively communicate and interact with other employees and the public through use of the telephone, email, video conference and face to face contact

Ability to use manual dexterity, visual acuity and hearing acuity to effectively use and operate office related equipment such as but not limited to a computer, copier, scanner, camera, phone, headset, keyboard and mouse

Ability to sit for extended periods of time at a keyboard and workstation with low periods of reaching and standing

Ability to lift up to 15 pounds at times

This position may require the incumbent to travel.

Traveling conditions may increase working hours above the minimum working hours listed above.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Ingenovis Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization.

RESERVATION OF RIGHTS

Essential functions contained within this job description are listed above; they are subject to change at any time due to reasonable accommodation or other reasons set forth by management.

Compensation Range $104,400.00 - $130,500.00

• health
• dental
• vision
• FSA/HSA
• company-paid life insurance
• 401K with discretionary match
• paid time off
• paid parental leave
• tuition reimbursement

Ingenovis Health companies are sending the best healthcare talent to every corner of this country where hospitals and patients need medical attention.

Through a combination of smart and nimble planning, Ingenovis Health is transforming the industry, creating a home for healthcare professionals from all disciplines to further their careers and find where they’re most needed.

With the collective strength of our wide-ranging ecosystem of companies, Ingenovis Health is better positioned to secure our place as the home of healthcare talent.

Everyone has cycles in their career – including nurses, advanced practitioners, allied providers, even physicians.

Ingenovis Health is the center hub of a wheel of healthcare talent resources, whether a person is looking to travel on short assignments, work in underserved communities, increase their skills in a new role or find a permanent assignment, the companies of Ingenovis Health gather those specialized agencies in a central location for easy movement between organizations.

The people of Ingenovis do important work – we make sure there is care at the bedside and we get people jobs.