DIRECTOR OF CLIENT SERVICES & OPERATIONS
DIRECTOR OF CLIENT SERVICES & OPERATIONS
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1 Vacancy
Job Description
DIRECTOR OF CLIENT SERVICES & OPERATIONS
Position Summary:
Horatio seeks a highly energetic and results-driven Director of Client Services & Operations to lead and grow the Client Services team. Reporting to the SVP of Operations the role focuses on driving client satisfaction and engagement ensuring Horatio remains a trusted partner. This position involves managing Client Service Managers (CSMs) and their teams to achieve client KPIs providing strategic guidance and optimizing operational efficiency. It requires a blend of client service expertise and operational management.
Key Responsibilities:
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Resolve client issues and provide strategic recommendations to enhance client success.
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Ensure team performance meets or exceeds quantitative and qualitative targets.
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Lead critical team operations: hiring onboarding training quality assurance and team development.
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Cultivate a quality-focused team culture emphasizing strong communication and adherence to Horatios values.
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Proactively manage team risks develop mitigation strategies and implement contingency plans.
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Regularly analyze reports to ensure data accuracy and identify opportunities for team improvement.
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Monitor and improve team morale and engagement.
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Directly manage and mentor CSMs and/or associates focusing on performance wellbeing and development.
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Support direct reports with HR-related matters and team management.
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Participate in program reviews and conduct internal quality check-ins.
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Support CSMs in establishing and achieving program KPIs.
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Provide leadership with timely status updates solutions and risk assessments.
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Foster a collaborative problem-solving environment that encourages teamwork and innovation.
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Establish and promote the sharing of best practices and develop relevant templates.
Requirements:
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8 years of experience in account management and operations within a client-facing role.
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Proven experience in process improvement and project management.
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Advanced English proficiency (written and verbal).
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Intermediate to advanced proficiency in Excel and support software (e.g. ticketing systems).
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Experience in managing and mentoring teams.
What You Bring:
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Excellent C2/C1 (near-native) written English.
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8 years in a management role.
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Strong self-motivation and ability to work independently.
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Exceptional customer support skills (phone support preferred).
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Tech-savvy with advanced proficiency in G-Suite/MS Office.
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Experience managing and mentoring other managers (a plus).
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Proven experience in hiring training and quality control.
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Sales or e-commerce experience with an understanding of relevant metrics (a plus).
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Strong ability to identify and address team/employee risks proactively.
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Demonstrated success in building positive relationships.
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Strong work ethic and passion for developing others.
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Commitment to knowledge sharing and team empowerment.
Application Instructions:
Interested candidates should submit a brief summary explaining why they should be considered for this position. Additionally please include a link to your LinkedIn profile updated to reflect your most recent professional achievements and experience.
Employment Type
Full Time
