Client Delivery & Customer Service Director
About The Position
Our client is a premier facilities services provider delivering sophisticated facility services across North America. Their clients span healthcare, higher education, government, warehousing, and global enterprises. We are assisting in their hiring of a Client Delivery & Customer Services Director. This position is on-site, in their offices in Horsham, PA. The Client Delivery & Customer Services Director is a visible, hands-on leadership role responsible for onboarding, transition, and ongoing support of client accounts. This role blends client-facing leadership, field support, operational execution, and technology-driven process management. They will serve as the conduit between Sales, Operations, Field Leadership, and the Home Office.
Requirements
- Bachelor’s degree required
- 7+ years of experience in client delivery, operations, project management, or field support roles.
- Experience in service-based, multi-site, or operationally complex organizations preferred.
- Proven ability to manage large-scale client start-ups, transitions, and cross-functional projects.
- Strong technology acumen
- Experience with CRM platforms, and automation strongly preferred.
Nice To Haves
- advanced degree a plus
- automation strongly preferred
Responsibilities
- Own the end-to-end client delivery lifecycle for new account start-ups, transitions, and major client-driven projects.
- Lead and refine a standardized client delivery playbook covering pre-launch planning, launch execution, and post-launch stabilization.
- Ensure all operational readiness elements are completed on time, including staffing plans, supplies, equipment, and site-specific requirements.
- Serve as the primary home office liaison supporting Field Directors, Regional Directors, and Operations Managers.
- Lead and manage the Field Support function, providing oversight and influence across teams.
- Actively engage with clients during onboarding to build trust, manage expectations, and ensure strong first impressions.
- Identify and proactively address risks to service quality, staffing, or client satisfaction.
- Oversee work orders, special projects, and client-driven initiatives, ensuring proper pricing, approvals, execution, and communication.
- Partner with Finance and Operations to manage budgets related to client startups, mobilizations, travel, and project work.
- Track, analyze, and report on KPIs, including startup success rates, client satisfaction, retention, and operational performance.
- Serve as the internal subject-matter expert for internal and CRM systems.
- Collaborate with HR and leadership to support training, onboarding, and development of field and support teams.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
