Senior Director of Client Services & Operations

Businessolver; United States; A distancia; USD 90.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Quarterly bonus incentive plan

Benefits package

Descripción de la vacante

Businessolver is seeking an AVP of Client Services to lead client portfolios with a focus on operational excellence, service delivery, risk management, and team performance. The role requires coaching CSLs, cross-functional partnering, and driving continuous improvement across enrollment and service processes.

Eligible for quarterly bonus; comprehensive benefits package and a strong security-conscious culture accompany the position.

Formación

• 8+ years of progressive leadership experience in Benefits Administration, Client Services, Customer Success, HR Technology, or Healthcare.
• Demonstrated experience leading individual contributors and driving operational performance.
• Strong coaching, employee development, and performance management capabilities.
• Proven experience managing client escalations and service delivery risks.
• Proven ability to use data, metrics, and insights to guide decision-making and improve outcomes.

Responsabilidades

• Lead service execution, client health monitoring, escalation management, and corrective action planning across assigned client portfolios.
• Ensure consistent annual enrollment delivery, service continuity planning, and proactive resolution of client impacting issues.
• Partner cross-functionally to align client strategies, address systemic service issues, and reinforce clear documentation and follow-through.
• Set operating rhythms that create visibility into service performance, escalation trends, execution risks, and action plans.
• Prepare CSLs to lead client conversations with data, sound judgment, and clear ownership of commitments.
• Directly manage and develop CSLs through coaching, feedback, role clarity, development planning, and performance accountability.
• Build leadership capability, support onboarding and capability development, and foster engagement, retention, and career growth.
• Identify talent risks, succession needs, and differentiated development opportunities within the CSL population.
• Lead daily operating reviews, monitor performance metrics, and use insights to prioritize action and continuous improvement.
• Ensure capacity, workload distribution, and resource allocation support client needs and team performance.
• Monitor adoption of new processes, tools, and expectations; accelerate unresolved risks and reinforce accountability when gaps appear
• Support sales activities, finalist presentations, scope discussions, talent planning, workforce needs, and adoption of organizational initiatives.
• Perform other duties as assigned and comply with all policies and standards.

Conocimientos

Leadership experience

Client Services

HR Technology / Benefits

Coaching & development

Data-driven decisions

Escalation management

Performance management

Descripción del empleo

Businessolver is seeking an AVP of Client Services to lead client portfolios with a focus on operational excellence, service delivery, risk management, and team performance. The role requires coaching CSLs, cross-functional partnering, and driving continuous improvement across enrollment and service processes.

Eligible for quarterly bonus; comprehensive benefits package and a strong security-conscious culture accompany the position.