Director of Client Experience & Journey Optimization

Sweet James LLP; Newport Beach (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

401(k)

Health insurance

Paid time off

Vision insurance

Job summary

Sweet James Accident Attorneys is seeking a Director of Client Success to own and transform the client journey from intake through settlement. You will diagnose the existing experience, map the journey, and identify gaps, then design and lead new client-facing teams and an operating model with clear metrics and escalation paths.

The role requires 8+ years of leadership in CX, a proven builder mindset, and a track record of driving measurable improvements.

Qualifications

• 8+ years building and leading customer success, customer experience, or customer service teams.
• Builder: stood up a team or function from scratch or rebuilt underperforming one.
• Metrics oriented: defined CX metrics and built reporting.
• Operating model experience: designed roles, processes, service standards, and escalation paths.
• Hands-on with escalations: managed high-stakes customer escalations.
• Independence: defined strategy from ambiguous mandate with minimal direction.
• Fluency in CX best practices: journey mapping, VOC programs, service recovery, tiered support.

Responsibilities

• Diagnose the baseline: map the end-to-end client journey and analyze attrition, complaints, and review data.
• Design the operating model: define the client experience strategy, roles, handoffs, service standards, and escalation paths.
• Build and lead the teams: rebuild existing client-facing teams or stand up new ones, including hiring and training.
• Own the metrics: define client experience metrics, build reporting, and iterate based on results.
• Build the escalation system: create mechanisms to surface unhappy clients and route escalations.
• Partner across the firm: work with attorneys, case management, settlement, accounting, and regional office leaders to align client-facing work.

Skills

CX leadership

Builder mindset

Metrics driven

Operating model design

Escalation management

Independence

Voice of customer

Salesforce

Tools

Salesforce

Job description

Sweet James Accident Attorneys is seeking a Director of Client Success to own and transform the client journey from intake through settlement. You will diagnose the existing experience, map the journey, and identify gaps, then design and lead new client-facing teams and an operating model with clear metrics and escalation paths.

The role requires 8+ years of leadership in CX, a proven builder mindset, and a track record of driving measurable improvements.