Director of Client Services - Production Solutions – A Moore Company

Production-Solutions; United States; On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Major medical/dental/vision plans (em.

Employer-paid life insurance

AD&D

Short-term disability

Flexible Time Off (FTO)

5 sick days

12 paid holidays

401(k) plan

Work-from-home stipend

Job summary

Production Solutions, a Moore Family company, seeks a Director of Client Services to lead a high-performing team delivering direct mail production with client-focused service. The role emphasizes operational discipline, change readiness, and financial awareness to forecast revenue and optimize outcomes.

You will guide cross-functional collaboration, manage senior stakeholders, and advance technology-enabled processes to enhance productivity and client experiences.

Qualifications

• Bachelor’s degree in a related discipline preferred (business, communications, graphic arts, print management, operations) or equivalent
• Minimum 10 years of client-based experience in direct mail, production management, operations, or client service
• Minimum 6 years of experience managing direct reports (8+ preferred)
• Demonstrated ability to lead teams through complexity, shifting priorities, ambiguity, and change
• Strong customer and stakeholder focus; ability to clarify expectations and deliver value
• Strong business acumen with use of data, reports, metrics, and financial information
• Practical technology fluency; comfortable learning new systems and leveraging tech to improve productivity
• Strong process improvement mindset and ability to test better ways of working
• Excellent communication skills to explain complex information clearly
• Strong people leadership skills and ability to build trust across a team
• Ability to balance quality, cost, timeline, client needs, staff capacity, and business impact
• Strong attention to detail and organizational skills
• Growth mindset and learning agility

Responsibilities

• Lead, coach, and develop a team responsible for direct mail production execution with quality and client service
• Build team capability in future-ready skills like learning agility and critical thinking
• Manage team capacity, workload, and staffing with partners across departments
• Identify and implement process improvements to increase productivity and reduce rework
• Encourage use of technology, data, automation, and AI tools to improve efficiency
• Ensure strong client and stakeholder focus; manage risks and deliver reliable service
• Forecast and manage revenue; monitor costs; evaluate risks
• Provide guidance in client and supplier meetings on milestones, costs, risks, and changes
• Reinforce clear expectations, ownership, and follow-through across the team
• Ensure compliance and quality control procedures are followed
• Partner with HR on interviewing, onboarding, training, performance reviews
• Communicate issues with resolution plans, costs, timelines, and client impact
• Translate company priorities into practical actions for the team

Skills

Leadership

People management

Client focus

Data literacy

Technology fluency

Communication

Process improvement

Change readiness

Attention to detail

Business acumen

Strategic thinking

Education

Bachelor’s degree

Equivalent combination of education and experience

Tools

Dashboards

Job description

• Base Pay $110,000.00 - $160,000.00 / Year
• Job Category Client Management, Direct Mail, Marketing
• Employee Type Full-Time Regular
• Required Degree 4 Year Degree
• Manage Others Yes

Contact information

Description

Director of Client Services Position Overview

About Us

Production Solutions, a member of the Moore family of companies, is an industry leader in direct mail production management. We believe breakthrough results come from inspired people, ambitious thinking, exceptional service, and strong collaboration. We listen, understand, strategize, create, and execute direct mail campaigns within annual fundraising programs.

As we continue to evolve, we are focused on becoming more future-ready and change-ready by strengthening how we work, lead, use technology, solve problems, and deliver value for our clients and each other. This means building the skills, systems, and mindset needed to adapt, improve productivity, reduce friction, and execute with excellence in a constantly changing environment.

Summary

Reporting to the Vice President of Client Operations and Services, the DCOS will lead, coach, and develop a high-performing production team in a complex, customer-focused, deadline-driven environment. The role is responsible for ensuring the consistent delivery of PS’s value proposition while helping the organization operate more disciplined, efficient, and future-ready.

The DCOS plays a key leadership role in driving execution, strengthening team capability, improving communication and accountability, and identifying opportunities to simplify work, leverage technology, increase productivity, and improve the client and employee experience. This reflects PS’s internal focus on continuous improvement, technology and AI literacy, customer and stakeholder focus, business acumen, and execution with impact.

This position requires a leader who can balance people leadership, operational discipline, client stewardship, financial awareness, quality control, and change readiness. The right candidate will be able to help teams adapt, stay aligned, take ownership, and deliver strong results through ongoing change.

Requirements

Primary Responsibilities

• Lead, coach, and develop a team responsible for direct mail production execution, ensuring work is delivered with quality, accuracy, accountability, and strong client service.
• Build team capability by reinforcing future-ready skills, including learning agility, critical thinking, communication, collaboration, adaptability, accountability, customer focus, technology fluency, and continuous improvement.
• Manage team capacity, workload, priorities, and staffing needs in partnership with Business Development, Resource, Accounting, and other internal teams to support current work, growth opportunities, and client needs.
• Identify and implement process improvements that increase productivity, reduce rework, simplify handoffs, improve quality, and allow the team to do the same or more work with less friction.
• Encourage practical use of technology, data, automation, and AI-enabled tools where appropriate to improve team efficiency, decision-making, visibility, and client outcomes. Internal materials emphasize technology and AI literacy, productivity, data literacy, and comfort with systems, dashboards, trends, and automation.
• Ensure strong client and stakeholder focus by understanding expectations, managing risks, communicating proactively, and delivering responsive, reliable, solutions-focused service.
• Use data, financial awareness, and business judgment to forecast and manage revenue, monitor costs, evaluate risks, and make informed operational decisions.
• Provide guidance in client and supplier meetings related to project milestones, timelines, costs, risks, recommended changes, and opportunities to improve efficiency or outcomes.
• Reinforce consistent communication, role clarity, ownership, and follow-through across the team so expectations, decisions, and next steps are clear.
• Ensure adherence to compliance, regulatory standards, and PS Quality Control processes and procedures.
• Partner with Human Resources/Talent & Culture on interviewing, hiring, onboarding, training, performance reviews, development planning, and performance management.
• Communicate timely and thoroughly when issues arise, including resolution plans, costs, timelines, client impact, and internal next steps.
• Help translate company priorities into practical actions for the team, especially as PS continues to strengthen its change-ready culture, improve systems, and build future-ready capabilities.

Non-Essential Duties and Responsibilities

• Model leadership behaviors that support a change-ready culture, including transparency, collaboration, accountability, adaptability, and follow-through. Internal materials connect change readiness to adaptability, cohesion, and agency.
• Support Business Development, Resource, and other departments in identifying new products, services, workflow improvements, or innovative solutions that create value for clients and improve internal efficiency.
• Attend industry, client, or supplier events as a company representative.
• Participate in leadership development, management training, fundraising, direct response, technology, AI, data, or operational improvement learning opportunities to stay current and strengthen team effectiveness. The original overview already included workshops, seminars, coursework, leadership development, management skill development, fundraising, direct response, and marketing.
• Contribute to internal initiatives that improve how PS operates, including efforts tied to role clarity, performance management, onboarding, learning and development, engagement, quality, productivity, and internal service quality.

Qualifications and Skills

• Bachelor’s degree in a related discipline preferred, such as business administration, communications, graphic arts, print management, operations, or a related field, or equivalent combination of education and experience.
• Minimum of 10 years of client-based experience in direct mail, production management, operations, client service, or related work.
• Minimum of 6 years of experience managing direct reports, preferably teams of 8 or more.
• Demonstrated ability to lead teams through complexity, shifting priorities, ambiguity, and change while maintaining focus, accountability, and service quality.
• Strong customer and stakeholder focus, with the ability to clarify expectations, manage competing priorities, communicate risks, and deliver value through reliable follow-through.
• Strong business acumen and comfort using data, reports, metrics, financial information, and operational insight to support decisions and improve outcomes. .
• Practical technology fluency, including comfort learning new systems, using digital tools, and identifying where technology, automation, or AI can improve productivity and reduce administrative burden.
• Strong process improvement mindset, with the ability to question inefficient processes, reduce rework, simplify handoffs, and test better ways of working.
• Excellent communication skills, including the ability to explain complex or technical information clearly to clients, suppliers, staff, and leadership.
• Strong people leadership skills, including coaching, feedback, performance management, development planning, and the ability to build trust and collaboration across a team.
• Ability to balance quality, cost, timeline, client needs, staff capacity, and business impact when making decisions.
• Strong attention to detail, organizational skills, planning skills, and problem-solving ability.
• Growth mindset and learning agility, with a willingness to learn, unlearn, adapt, and help others build new capabilities.

What’s Attractive to the Right Candidate?

• You will have the opportunity to lead a highly experienced team in a business that values client service, collaboration, quality, and execution.
• You will play an important role in helping PS become more future-ready by improving how work gets done, strengthening team capability, and supporting practical change that improves both employee and client experiences.
• You will be part of a company that is focused on building stronger systems, clearer ownership, better use of technology, and a more consistent leadership environment. PS’s operating system work is focused on shared leadership expectations, ownership, decision rights, people systems, and signals/metrics.
• We invest time and effort in our staff, including onboarding, training, development, and opportunities to stay connected and continue growing.
• Production Solutions is part of the Moore family of companies and continues to offer the stability and opportunity of a growing organization.

Employee Benefits

We offer a competitive benefits package: comprehensive major medical/dental/vision plans (coverage starts on the 1st day of the month following your start date) and employer-paid life insurance, AD&D, and short-term disability.

We also offer additional voluntary life insurance and voluntary long-term disability. A Flexible Time Off (FTO) policy, five sick days allowance, and 12 paid holidays. Optional benefit flex-spending account (medical and dependent care), a 401(k) plan, and $250 monthly tax-free reimbursement. The monthly work-from-home stipend is intended to support reasonable expenses incurred while working remotely. Eligible employees may use the stipend at their discretion for work-related expenses, including but not limited to internet service, cell phone usage, office supplies, headsets, and other equipment or resources that enhance productivity and support job performance.

Production Solutions, a Moore Company, is an equal opportunity employer and does not discriminate in hiring or employment based on race, color, religion, national origin, citizenship status, age, disability, sex, sexual orientation, gender identity, veteran status, or any other characteristics protected by applicable federal, state, or local laws, regulations, or ordinances. We are committed to diversity in the workplace and promote a drug-free environment.