Director, Client & Product Support

Origence • Irvine, CA

4d • Onsite

About The Position

The Director, Client and Product Support, owns the Level I service delivery function within Client and Product Support – directly leading two Assistant Managers who oversee the frontline Analyst I–III teams. Reporting to the Senior Director, this role is responsible for the operational performance of the Level I support organization: team development, service quality, Service Level compliance, and the continuous improvement of client support experience across the Origence product portfolio. The Director translates the Senior Director's strategy into team-level execution, serves as the senior people leader for the Level I analyst population, and contributes to cross-functional initiatives alongside the Senior Director.

Requirements

• Bachelor’s degree or equivalent professional experience required.
• 6+ years in client support, technical product support, or SaaS operations
• at least 3 years in a people management role overseeing frontline support teams.
• Minimum 2 years managing managers, leads, or supervisors directly.
• Demonstrated experience owning Level I service delivery performance and driving quality improvement through coaching and process discipline.
• Experience with AI-assisted support tools, KCS methodology, and CSM platform utilization.
• Experience partnering with cross-functional teams (Product, Engineering, Account Management) on client experience and support operations initiatives.
• Strategic thinking with strong operational execution capability.
• Data fluency – interprets performance metrics and communicates insights to leadership and cross-functional audiences.
• Strong people leadership – builds high-performing teams, coaches managers, and drives career development at all levels.
• Excellent verbal and written communication – comfortable presenting to C-suite and cross-functional executive partners.
• Applied AI proficiency – actively uses and advocates AI tools for support operations and drives AI fluency as a team expectation.
• CSM platform governance (ServiceNow or equivalent) operational management level.

Nice To Haves

• Master's degree or MBA preferred.
• Credit union / indirect lending domain knowledge is a meaningful differentiator.
• Experience with Consumer or Mortgage LOS/POS software preferred.
• HDI Support Center Director or equivalent
• KCS Practices Certification
• PMP or equivalent project management certification
• Six Sigma Green Belt or higher (a plus)

Responsibilities

• Directly lead and develop assistant managers that oversee the Level I support team by providing operational coaching, performance feedback, and individualized development planning aligned to the Client and Product Support career framework.
• Manage staffing coverage, queue prioritization, and capacity planning across the Level I analyst population to ensure consistent service level standards.
• Hire, onboard, and ramp Level I team members – applying the structured interview playbook to ensure values-aligned hiring at Analyst I.
• Build and sustain a coaching culture within the Level I team – where feedback is continuous, learning is expected, and promotion readiness is actively cultivated.
• Develop the Assistant Manager layer toward Director-level readiness through delegation, stretch assignments, and transparent advancement criteria.
• Set and enforce AI proficiency expectations across Level I – from Analyst I Awareness through Analyst III Champion – integrating AI skill development into team coaching plans.
• Own Level I service delivery performance – including first-contact resolution, case documentation quality, service level compliance, and client satisfaction outcomes.
• Define and monitor Level I KPIs: first-contact response, time-to-resolution, case progression rate, Level II handoff volume, and knowledge base utilization.
• Ensure seamless Level I case handling and clean handoffs to the Level II Sr. Analyst team – maintaining consistent case documentation standards and case assignment criteria.
• Drive continuous improvement across Level I case management, team workflows, and client communication standards through data, coaching, and process discipline.
• Champion AI-enabled support delivery across the Level I team – driving adoption, reporting productivity outcomes, and surfacing AI improvement opportunities to the Sr. Director.
• Oversee the Level I team's knowledge base participation – ensuring analysts actively create, update, and apply KB articles aligned to KCS practices.
• Monitor Level I client experience metrics – tracking post-interaction satisfaction, resolution quality, and client effort data and presenting findings and improvement plans to the Sr. Director.
• Serve as the Level I representative in cross-functional forums with Product, Engineering, and Account Management – surfacing client experience patterns and support signals.
• Partner with the Assistant Manager of the Level II team to ensure clean Level I-to-Level II case handoffs and effective feedback loops on case quality.
• Contribute to product readiness activities, release communications, and change management efforts that affect the Level I team's ability to support clients.
• Maintain governance and audit readiness across Level I operational processes, case documentation standards, and service management practices.
• Ensure policy and procedural updates are communicated to the Level I team promptly and consistently.
• Partner with the Sr. Director on Level I headcount planning, budget inputs, and operational improvement proposals.
• Model Origence core values and build an inclusive, accountable Level I team culture – where ownership, learning, and client-first thinking are everyday expectations.
• Live the values: Value Team Members and Commit to Their Growth – Imagine, Innovate, Inspire – Optimize the Experience – Achieve Exceptional Results.

Benefits

• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/ Tuition Reimbursement
• Good Benefits options
• Company Culture! Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.

What This Job Offers

• Job Type: Full-time
• Career Level: Director