Director of Client Service Operations & Experience

Confidential Employer; Atlanta (GA); On-site; USD 110,000 - 145,000; Full time

Benefits offered by this job

Bonus opportunity

Benefits package

Job summary

Confidential Employer in Atlanta seeks a strategic Director of Client Service Operations to drive operational excellence across two divisions, elevating client and employee experience through analytics, technology, and process optimization.

You will lead leaders of leaders, set operating standards, manage vendors, and monitor KPIs to ensure retention, service quality, and efficient workflows. Applied Epic experience is preferred but not required.

Qualifications

• 12–15 years of operations leadership experience.
• Experience managing leaders of leaders.
• Strong track record of developing talent and building teams.
• Excellent analytical and technical skills.
• Experience with CRM systems and workflow tools.
• High emotional intelligence and strong communication skills.

Responsibilities

• Develop and mentor service team leaders and functional leaders.
• Foster a highly engaged and collaborative workforce.
• Communicate company vision and align service teams with organizational goals.
• Partner with executive leadership to implement strategic initiatives.
• Establish consistent operating standards across service departments.
• Lead operational support functions including: Data analytics, Quality control auditing, Training, Workflow optimization.
• Manage service operations vendors and represent the company brand professionally.
• Establish and monitor KPIs to drive accuracy, efficiency, and client satisfaction.
• Oversee operational reporting and performance analytics.
• Interpret leading and lagging indicators to support decision-making.
• Utilize dashboards and reporting tools to generate actionable insights.
• Applied Epic experience preferred.
• Ensure delivery of a consistent, high-quality client experience.
• Maintain strong retention and service excellence metrics.
• Balance operational efficiency with a relationship-focused service model.

Skills

Leadership

Analytics

CRM systems

Workflow tools

Talent development

Communication

Process improvements

Tools

CRM systems

Workflow tools

Job description

Confidential Employer in Atlanta seeks a strategic Director of Client Service Operations to drive operational excellence across two divisions, elevating client and employee experience through analytics, technology, and process optimization.

You will lead leaders of leaders, set operating standards, manage vendors, and monitor KPIs to ensure retention, service quality, and efficient workflows. Applied Epic experience is preferred but not required.