Director, Client Service

Zelis • St. Louis, MO

3d • $139,000 - $176,700 • Hybrid

About The Position

The Director, Client Service is a leadership role focused on optimizing client service processes, leading client service teams, and ensuring high levels of client satisfaction and retention. This leader of leaders’ role requires strong leadership, communication and analytical skills to drive improvements in service delivery, enhance client relationships and contribute to the company’s overall success. The Director of Client Services position requires to be onsite at a Zelis office one day per week.

Requirements

• 7+ years of related client operations experience.
• 3-5 years experience as a people leader required.
• 3+ years service operations experience required, with experience managing service/operations workflow processes in Salesforce or Jira preferred.
• Expertise in operational management including KPIs required.
• Aligning Performance for Success – Focuses and guides others in accomplishing work objectives.
• Creates a learning environment, identifies goals, establishes work plans, and provides coaching and timely feedback.
• Plans and supports the development of individuals’ skills and abilities so that they can fulfill current and future goals.
• Excellent leadership, team management and organizational abilities
• Superior knowledge of industry regulations and operational guidelines
• Excellent written and oral communication
• Proven knowledge of performance evaluation metrics in a business setting
• Analytical, decision-making and problem-solving skills
• Strategic Thinking and Planning
• Change management and adaptability
• Emotional intelligence and empathy
• Innovation and Continuous Improvement
• Proven track record of leadership over an operations function/team
• Candidates who require visa sponsorship now or in the future cannot be considered.

Nice To Haves

• Bachelor's degree preferred.
• experience managing service/operations workflow processes in Salesforce or Jira preferred.

Responsibilities

• Develop and implement comprehensive operational strategies, policies and procedures that support the company’s long-term goals.
• Continuous evaluation of resource allocation and processes to ensure efficiency and effectiveness.
• Collaborate with Client Service management team to set goals and develop strategic plans for the department.
• Inspire, motivate, and cultivate high-performing managers and teams.
• Empower teams, foster collaboration, and drive organizational success through people development.
• Ensure high quality service delivery across all client touchpoints, addressing concerns and resolving issues effectively.
• Support resolution of complex client issues and complaints in a professional manner.
• Assess and evaluate customer satisfaction and service quality.
• Track, analyze and actively manage service performance metrics.
• Identify trends and implement improvements.
• Identify areas for optimization and implement changes to enhance efficiency and effectiveness.
• Analyze current processes, identify bottlenecks and implement solutions to optimize workflows.
• Stay current on industry trends and make recommendations for service enhancements.
• Effectively communicate with clients, internal teams and stakeholders ensuring alignment and transparency.
• Ensure clear articulation of messages, active listening, and the ability to negotiate and influence stakeholders.
• Support transformation initiatives, foster a culture that embraces change, and ensure teams are agile enough to respond to new opportunities.
• Work effectively across different departments and with various stakeholders to align operations with broader business objectives.
• Bridge gaps between teams, drive cohesive strategies, and ensure that operational initiatives support the company's goals.
• Support budgeting, forecasting, and cost management analysis as needed.
• Manage approved budget and headcount allocation.
• Analyze drivers of work, capacity plans and headcount need.

Benefits

• 401k plan with employer match
• flexible paid time off
• holidays
• parental leaves
• life and disability insurance
• health benefits including medical, dental, vision, and prescription drug coverage

What This Job Offers

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