Director of Client Services

Corporate Environments of Georgia; Atlanta (GA); Sur place; USD 95 000 - 140 000; Plein temps

Résumé du poste

Corporate Environments of Georgia seeks a Director of Client Services to lead the Client Services department and actively manage client orders. The role is hands-on 30% with leadership focus on performance, accountability, and continuous improvement.

You will recruit, mentor, and develop the team, set goals and metrics, and partner with the COO to align with company strategy. Strong communication and process-improvement skills are essential to deliver exceptional client experiences.

Qualifications

• Minimum five years in customer service, order management, or related operations.
• Three+ years in supervisory/management roles with accountability for team performance.
• Ability to lead, coach, and set measurable goals and standards.
• Excellent listening, communication, and presentation skills.
• Experience developing metrics, scorecards, and incentive structures.
• Strong problem solving and change management capabilities.

Responsabilités

• Lead, manage, and hold the Client Services team accountable to performance expectations.
• Maintain direct responsibility for client order management about 30% of the time as a working leader.
• Balance workload to ensure accuracy, responsiveness, and service quality.
• Oversee full lifecycle recruiting, onboarding, development, coaching, and offboarding of staff.
• Develop and manage team metrics, goals, and bonus structures to reinforce results.
• Conduct regular one-on-one and team meetings to review performance and development.
• Lead leadership routines (L10 meetings) to address issues, scorecards, Rocks, and priorities.
• Shape future vision and operating model for Client Services in line with strategy.
• Implement processes and training to improve efficiency and client experience.
• Manage relationships with external partners and technology providers.

Connaissances

Customer service leadership

Order management

Team development

Communication

Process improvement

Strategic thinking

Formation

Bachelor's degree

High School Diploma

Outils

Microsoft Office

Order management systems

Description du poste

Position Title

Director of Client Services

Department

Client Services / Sales Support

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

Required

• Bachelor's degree

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