Director of Client Experience

Ingenovis Health•Remote / Assignment Colorado, CO

1d•$104,400 - $130,500

About The Position

The Director of Client Experience leads and continuously enhances the end-to-end client experience, serving as the primary connector between clients and internal teams throughout the engagement lifecycle. The role owns the design, execution, and improvement of the client journey from initial onboarding and readiness through operational execution, closeout, and ongoing relationship management. As a senior client-facing leader, the Director provides strategic guidance, executive presence, and operational expertise to support exceptional service delivery, consistent communication, and strong client partnerships. Working cross-functionally within USN and IGV shared services, this position coordinates client touchpoints, identifies and resolves service gaps, and promotes a client-first culture. The Director also supports business development through presentations, RFPs, and client relationship growth, and drives continuous improvement using client feedback, post-engagement reviews, and operational best practices. The role combines client relationship leadership, business development support, and strategic planning to strengthen client satisfaction, improve service outcomes, and support long-term organizational growth.

Requirements

Bachelor’s degree required, although relevant work experience may be considered in lieu of a degree.
Experience in project coordination, operations support, or project management is essential.
Strong technical skills, including proficiency in Microsoft Office, Outlook, Excel, Word, PowerPoint, and Smartsheet.
Ability to quickly adapt to new tools, technologies, systems, and operational processes.
Excellent verbal and written communication skills, including the ability to coordinate and lead client-facing and internal operational calls.
Ability to confidently present to diverse audiences in virtual settings, using camera and screen sharing, and adapt communication style to engage internal teams and external stakeholders.
Strong organizational, time management, prioritization, and follow-up skills.
Ability to manage multiple priorities in a fast-paced, high-pressure environment.
Strong decision-making skills, including the ability to interpret procedures, policies, and project requirements.
High level of interpersonal skill and discretion when handling sensitive or confidential information.
Ability to coordinate across departments and functional areas to support work production and service quality.
Demonstrated sense of urgency and accountability.
Ability to build and maintain professional working relationships with internal teams and external stakeholders.
Ability to remain calm, professional, and solution-focused during high-stress situations.
Flexible and adaptable, with the ability to adjust schedules, priorities, and tasks based on business needs.
Commitment to organizational core values: Integrity, Compassion, and Excellence.

Nice To Haves

Minimum 5 years of experience in a client-facing role in the staffing services industry and/or hospital environment preferred.
Working knowledge of Bullhorn, HubSpot, Smartsheet, or similar systems preferred.

Responsibilities

Own and continuously improve the USN client journey across project launch, onboarding, readiness, execution, closeout, and ongoing relationship management.
Define client experience standards, touchpoints, communication cadence, decision pathways, handoffs, and service expectations for each engagement phase.
Serve as a senior client-facing partner and consistent point of continuity, helping clients navigate the engagement lifecycle and connecting them with appropriate internal workstream leaders.
Serve as leadership sponsor on priority client calls, providing executive presence, operational credibility, continuity, and support while reinforcing clear ownership and follow-through.
Maintain oversight of client priorities and commitments across the broader relationship, supporting the Client Operations Lead in delivering aligned internal direction and coordinated client communication.
Establish methods to capture client feedback throughout engagements, synthesize themes, and convert insights into measurable service improvements.
Champion a client-first mindset across internal teams while balancing operational feasibility, contractual commitments, risk, and business priorities.
Maintain visibility into client experience across workstreams and intervene when gaps, conflicting messages, missed commitments, or unresolved decisions could affect trust or project outcomes.
Support Sales and Account Management with client sales presentations, finalist presentations, capability discussions, and RFP or RFI responses.
Lead key client status meetings and executive touchpoints, providing clear updates on readiness, progress, risks, decisions, and next steps.
Lead the Client Onboarding and Education team and establish a consistent client onboarding experience from project launch through execution readiness.
Maintain a holistic view of engagements and ensure coordinated client communication across Operations, Clinical, Recruitment, Credentialing, Logistics, and other teams.
Act as the client experience escalation point for issues crossing workstreams or requiring coordinated leadership attention, driving timely resolution and transparent follow-through.
Coach and develop client-facing team members across workstreams to strengthen client communication, relationship management, and service consistency.
Provide onsite client leadership relationships and command center support during strike operations as needed.
Lead the client-facing closeout process, ensuring operational, financial, reporting, and relationship follow-up is coordinated and completed.
Assist with post-engagement client debriefs to evaluate outcomes, capture feedback, recognize successes, address concerns, and identify future partnership opportunities.
Partner with internal leaders on lessons-learned reviews and turn findings into process, tool, training, or service improvements.
Track client experience themes and provide leadership with recommendations on service quality, journey improvements, relationship health, and future opportunities.
Participate in early client conversations to provide operational credibility, explain USN capabilities and readiness, and shape a deliverable client experience.
Perform additional duties as requested by management.