Director, Client Services Operations

POSITION: Director Client Services Operations

COMPENSATION: Salary / Exempt

REPORTS TO: VP Client Services

SUMMARY

The Director of Client Services Operations is a strategic architect and leader responsible for the operational framework that enables Cardinal to achieve its mission. This role transcends daily task management to focus on long-term scalability departmental ROI and the integration of cross-functional initiatives.

The Director owns the operational roadmap for Client Services ensuring that every initiative is directly tied to Company OKRs. As a leader of people and a steward of the company budget the Director oversees the Content Team and serves as a primary decision-maker for operational shifts that drive performance and enhance the team member experience from HQ to the field.

ESSENTIAL RESPONSIBILITIES

• Strategic OKR Ownership: Lead the development and execution of the Client Services operational roadmap; directly accountable for hitting Key Results and reporting progress to the Executive Leadership Team.
• Operational Decision-Making: Serve as the primary decision-maker for departmental operational shifts including the selection of systems refinement of SOPs and the deployment of resources to meet changing business needs.
• People Leadership: Manage and mentor the Content Team (including direct reports) overseeing professional development performance management and the strategic alignment of internal communications with company goals.
• Budgetary Stewardship: Own and manage project budgets; responsible for financial forecasting vendor management and ensuring a measurable ROI on all operational investments.
• Company Leadership Initiatives: Represent Client Services in enterprise-wide leadership forums; lead high-stakes initiatives that require cross-departmental buy-in and resource allocation.
• Content & Communication Strategy: Oversee the content function to ensure a consistent high-impact feedback loop that connects HQ strategy to onsite execution maintaining Cardinals voice and culture.
• Process Architecture: Design and implement automated scalable systems that reduce friction and improve efficiency ensuring the organization is built for continued high-growth and innovation.
• Executive Partnership: Partner directly with the VP of Client Services and other department heads to align people strategy with operational output serving as a key advisor on business-critical decisions.

KEY QUALIFICATIONS (Additions for Director Level)

• Proven Leadership: 5 years of experience in a progressive leadership role with a documented track record of managing direct reports and developing high-performing teams.
• Strategic Accountability: Experience owning departmental OKRs/KPIs and managing significant project budgets with full autonomy.
• Executive Presence: Exceptional ability to communicate complex operational data to senior executives and external stakeholders.
• Change Management: Expert-level ability to lead an organization through operational transitions and scale systems in a high-growth environment.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbents work in an office environment. This role routinely uses standard office equipment such as computers phones photocopiers filing cabinets and fax machines.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the Team Member is regularly required to use hands to finger type handle or feel and talk or hear. The Team Member is frequently required to stand; walk; reach with hands and arms and stoop or squat. The Team Member is often required to sit. The Team Member must be able to push pull lift carry or maneuver office products and supplies of up to twenty (20) pounds. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and ability to adjust focus.

Routine local travel may be required to attend training classes client visits or other situations necessary for the accomplishment of some or all of the daily responsibilities of this position. Non-routine overnight travel may be required to attend company functions training property visits and other situations necessary for the accomplishment of special projects that may be assigned from time to time.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform any other related duties as assigned by their Team Leader.

Required Experience:

Director