Head of Client Experience & Service Delivery

Pace Labs; Ormond Beach (FL); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K retirement plan

Paid time off

Tuition reimbursement

Employee Assistance program

Parental leave

Job summary

Pace Labs in Florida is seeking a Senior Manager to lead and develop our client experience team, ensuring high client satisfaction and strong relationships. You will oversee daily operations, collaborate with sales, marketing, and product teams, and drive improvements based on data insights.

The role requires a Bachelor's in business or science, 8 years in customer service with 3+ in management, and proven ability to manage budgets and programs.

Qualifications

• Bachelor's degree in business administration, chemistry, biology, or related field with eight years of customer service experience.
• Five or more years in a managerial role within customer service.
• Continued employment requires active licenses/certifications as applicable.
• Strong knowledge of customer service programs, policies, and procedures.

Responsibilities

• Plans, organizes, administers, develops, and evaluates activities of assigned staff.
• Acts as secondary escalation point for clients and maintains strong relationships.
• Conducts client meetings to assess satisfaction and improve service delivery.
• Oversees daily operations of client service teams and ensures policy compliance.
• Collaborates with internal teams to ensure timely delivery of services.
• Prepares reports on client service performance and uses data to drive improvements.

Skills

Customer service leadership

Team management

Budgeting

Policy compliance

Presentation skills

Project management

Cross-functional collaboration

Education

Bachelor's degree in business administration, chemistry, biology, or related field

Tools

CRM systems

Office software

Job description

Pace Labs in Florida is seeking a Senior Manager to lead and develop our client experience team, ensuring high client satisfaction and strong relationships. You will oversee daily operations, collaborate with sales, marketing, and product teams, and drive improvements based on data insights.

The role requires a Bachelor's in business or science, 8 years in customer service with 3+ in management, and proven ability to manage budgets and programs.