Director of Client Services

Corporate-Environments-of-Georgia; Atlanta (GA); On-site; USD 120,000 - 160,000; Full time

Job summary

Corporate-Environments-of-Georgia seeks a Director of Client Services to lead the Client Services department while staying hands-on with client order management. The role balances leadership, performance management, process improvements, and strategic development of the function.

You will supervise the Client Services team, drive accountability, and optimize operations in a fast-paced environment. The role requires a strong track record in customer service, order management, and team leadership,

Qualifications

• Minimum of five years of customer service, order management, or related operational experience.
• Minimum of three years of supervisory/management experience with accountability for team performance.
• Demonstrated ability to lead, manage, coach, and hold a team accountable to measurable goals and performance standards.
• Excellent listening, communication, and presentation skills (verbal and written).
• Experience in developing performance metrics, goals, scorecards, and incentive/bonus structures.
• Experience in conducting effective one-on-one meetings, team meetings, and performance conversations.
• Strong process improvement, change management, and problem-solving skills.
• Proficiency in Microsoft Office (Word, PowerPoint, Excel, Outlook).
• Ability to work independently, prioritize competing demands, and act with urgency while maintaining an acute attention to detail.
• Strong organizational skills, strategic thinking, and high attention to detail.
• Prior experience in the furniture industry.

Responsibilities

• Lead, manage, and hold accountable the Client Services team to achieve department, company, and individual performance expectations.
• Maintain direct responsibility for client order management and related Client Services work approximately 30% of the time, serving as a working leader.
• Develop and manage team performance metrics, goals, department goals, and bonus/incentive structures.
• Hire, onboard, train, develop, coach, and offboard team members in partnership with HR and the COO.
• Own and manage the Client Services relationship with external partners and providers and lead process changes involving partners.
• Develop the future vision, structure, and operating model of Client Services in alignment with Company strategy.
• Participate in monthly leadership meetings, strategic planning sessions, and cross-functional meetings as required.

Skills

Customer service leadership

Order management

Supervisory experience

Performance metrics

Communication skills

Process improvement

Microsoft Office

Detail oriented

Strategic thinking

Education

High School Diploma/GED

Tools

Microsoft Office Suite

Job description

Position Title: Director of Client Services

FLSA Classification:Salary Exempt

Reports to: COO

Positions Supervised: Customer Service Coordinators and Project Coordinators

Position Overview:

The Director of Client Services is responsible for leading the Client Services department while remaining actively engaged in client order management. Approximately 30% of the role is dedicated to direct client order responsibilities, with the balance focused on leadership responsibilities, team performance, accountability, process improvement, and the future development of the Client Services function. As a hands‑on leader, this role leads, manages, and holds the team accountable; develops measurable goals & performance standards; and builds strong relationships with both internal and external stakeholders. The Director is expected to be organized, self‑driven, strategic, and hands‑on, with a strong focus on operational excellence, team development, accountability, and continuous improvement.

Key Responsibilities:

• Lead, manage, and hold accountable the Client Services team to achieve department, company, and individual performance expectations.
• Maintain direct responsibility for client order management and related Client Services work approximately 30% of the time, serving as a working leader and helping balance team capacity as needed.
• Manage and balance the Client Services workload to ensure accuracy, responsiveness, service quality, and optimal team capacity.
• Responsible for the full lifecycle (recruit, hire, onboard, train, develop, coach, and, when necessary, offboard) of Client Services team members in partnership with Human Resources and the COO.
• Develop, implement, and manage team performance metrics, individual goals, department goals, and bonus/incentive structures that reinforce accountability and desired business outcomes.
• Conduct regular one‑on‑one meetings with team members to review performance, development, workload, goals, and accountability.
• Lead the Client Services Level 10 Meeting and ensure issues, scorecards, Rocks, action items, and departmental priorities are actively managed and resolved.
• Develop the future vision, structure, responsibilities, and operating model of the Client Services role and department in alignment with Company strategy and ongoing business needs.
• Develop and implement processes, procedures, standards, and training that improve efficiency, accuracy, consistency, and the overall client experience.
• Own and manage the Client Services relationship with strategic external partners and technology/service providers (Avanto, etc.) and lead process changes involving partners.
• Develop a hands‑on understanding of the Order Management system and lead continuous improvement, adoption, training, and process optimization related to system functionality.
• Monitor department performance, research issues and root causes, and implement corrective actions when service levels, processes, or results do not meet expectations.
• Build and maintain strong working relationships with internal and external stakeholders in support of Client Services and Company objectives.
• As a member of the Company’s leadership team, participate in monthly leadership meetings, strategic planning sessions, organizational quarterly meetings, and other cross‑functional meetings as required.
• Participate in customer meetings and presentations when leadership involvement, operational expertise, or Client Services representation is beneficial.
• Develop and manage the Client Services budget, resource plan, capacity needs, and performance goals.
• Maintain all records and sensitive employee, client, and Company information in complete confidentiality.
• Other duties as assigned by the COO.

Knowledge/Skills/Abilities

Required/Preferred

• High School Diploma/GED

Required

• Minimum of five (5) years of customer service, order management, or related operational experience

Required

• Minimum of three (3) years of supervisory/management experience with demonstrated accountability for team performance

Required

• Demonstrated ability to lead, manage, coach, and hold a team accountable to measurable goals and performance standards

Required

• Excellent listening, communication, and presentation skills (verbal and written)

Required

• Experience in developing performance metrics, goals, scorecards, and incentive/bonus structures

Required

• Experience in conducting effective one‑on‑one meetings, team meetings, and performance conversations

Required

• Strong process improvement, change management, and problem‑solving skills

Required

• Proficiency in Microsoft Office (Word, PowerPoint, Excel, Outlook)

Required

• Ability to work independently, prioritize competing demands, and act with urgency while maintaining an acute attention to detail

Required

• Strong organizational skills, strategic thinking, and high attention to detail

Preferred

• Prior experience in the furniture industry

Preferred

• Experience working with order management systems, technology partners, or outsourced service providers

Preferred

• EOS / Level 10 meeting experience or similar operating‑system leadership experience