Director of Client Experience

Vivid Impact•Jeffersontown, KY

1d•Onsite

About The Position

Vivid Impact has been a pioneer in the graphic communications industry for over 50 years, growing from a small commercial printing service into a recognized leader in print and marketing solutions. Since our founding in 1974, we have combined creativity with precision to deliver innovative print and digital solutions that drive success. With a team of over 300 dedicated professionals, we are committed to making a positive, lasting, impact on our team, partners, and the communities we serve. Guided by our mission, we strive to be the trusted partner for organizations looking to achieve better results, providing solutions that enhance brand engagement and performance. The Director of Client Experience leads Project Management and Field Operations while serving as a key link between Sales, Operations, Accounting, Technology, and Executive Leadership. This role improves communication, streamlines workflows, resolves cross-functional challenges, and ensures projects are delivered accurately, on time, and with an exceptional client experience.

Requirements

8+ years of progressive experience in project management, operations, client services, or production management, including 5+ years in leadership.
Experience in commercial printing, manufacturing, packaging, marketing services, or a similar production environment strongly preferred.
Proven ability to lead teams and improve workflows across multiple departments.
Strong communication, organization, problem-solving, and relationship-building skills.
Experience with ERP, MIS, workflow, or project management systems preferred.
Bachelor's degree in Business, Operations, Project Management, Communications, or a related field preferred.

Responsibilities

Lead, coach, and develop the Project Management team to ensure strong project execution and client service. Establish clear expectations for accountability, communication, documentation, and project ownership while building consistency and developing proactive problem-solving and critical thinking across the team.
Lead the Field Operations team to ensure effective customer-facing support outside company facilities. Standardize processes for store visits, training, installations, issue resolution, and special events, while using field feedback and recurring issues to improve the client experience and operational performance.
Serve as a key link between Project Management, Operations, Sales, Accounting, and other departments. Partner with operational leaders to proactively resolve workflow challenges and ensure teams have the accurate, timely information needed to successfully complete client projects.
Partner with the COO to improve operational efficiency, workflow, and quality; work with the CFO to strengthen Project Management and Accounting processes and support timely billing; and collaborate with the CTO on automation, system enhancements, and technology-driven process improvements.
Partner with Sales and Client Experience teams to resolve customer issues and operational escalations. Serve as an escalation point for complex client concerns, coordinate timely cross-functional resolutions, and use customer feedback and lessons learned to continuously improve service and execution.
Identify and eliminate workflow bottlenecks, inefficiencies, and communication gaps. Standardize and document scalable processes and lead continuous improvement efforts focused on productivity, cycle time, automation, and operational excellence.