Director of Client Experience

Venbrook•Remote - California, CA

10d

About The Position

The Director of Client Experience sets strategy for client engagement and service delivery across the third-party administration (TPA) portfolio. The role builds trusted partnerships with clients, brokers, carriers, and internal executives; translates client priorities into coordinated action; and holds teams accountable for measurable results. The Director leads retention, renewals, implementations, executive reporting, and continuous improvement while identifying opportunities to strengthen partnerships and expand revenue. The Director leads and develops the Client Experience team, owns end-to-end client service delivery for TPA claims programs, manages complex escalations and contractual activities, and partners with claims operations and cross-functional teams to meet client commitments. The role oversees client onboarding and implementation, service instructions, governance routines, reporting and technology needs, audits, staffing transitions, and coordination on financial matters. It also develops standardized service practices, analyzes performance and feedback, supports growth strategy, and ensures client service aligns with applicable legal, regulatory, contractual, privacy, carrier, and internal requirements. Success is measured through client retention and satisfaction, timely renewals and implementations, prompt escalation handling, accurate and timely reporting, service-level compliance, audit corrective actions, complete account records, and advancement of qualified growth opportunities. The role requires travel as needed, discretion with sensitive information, and leadership outside standard business hours when significant client or operational matters require timely attention.

Requirements

Bachelor’s degree in Business Administration, Risk Management, Insurance, Healthcare Administration, Human Resources, or a related field; equivalent experience may be considered.
At least 8 years of progressive experience in client services, account management, claims administration, third-party administration, insurance brokerage, carrier operations, risk management, or a related service environment.
At least 3 years of leadership experience managing client-facing teams in a TPA, claims, insurance, or risk management setting.
Demonstrated experience managing complex employer, broker, carrier, or consultant relationships and resolving escalated service or claims-related issues.
Deep understanding of TPA operations, claims administration, contractual service levels, executive reporting, stewardship, claim review practices, compliance expectations, and client communication standards.
Working knowledge of one or more claims lines, such as workers’ compensation, general liability, property, auto, disability, leave administration, or employee benefits.
Excellent verbal, written, presentation, and executive communication skills, including the ability to explain claims and service issues clearly to clients and internal stakeholders.
Ability to analyze loss data, claim trends, service metrics, and operational performance and develop practical recommendations.
Strong organizational, problem-solving, project management, and cross-functional leadership skills.
Proficiency with Microsoft Office applications and experience using claims management, RMIS, CRM, or client service platforms.
Ability to travel as needed and exercise discretion with sensitive client, financial, contractual, and claims-related information.
Availability to provide leadership outside standard business hours when significant client or operational matters require timely executive attention.

Nice To Haves

Experience working for a third-party administrator, claims management organization, insurance brokerage, carrier, self-insured employer program, or risk management services firm.
Experience supporting self-insured, high-deductible, loss-sensitive, or administratively serviced insurance programs.
Experience supporting municipalities, public agencies, or other public-sector entities, including public contracting, statutory claim requirements, governing board or council processes, and coordination with public counsel.
Knowledge of workers’ compensation, general liability, auto liability, property, professional liability, disability, leave administration, employee benefits, or other applicable claims lines.
Experience leading claim reviews, client stewardship meetings, quarterly business reviews, renewal strategy meetings, or executive-level client presentations.
Professional designation or certification related to claims, insurance, risk management, benefits, or project management, such as ARM, AIC, CPCU, WCP, SHRM, CEBS, or PMP.

Responsibilities

Lead and develop a high-performing Client Experience team, establishing expectations, talent development, accountability, priorities, staffing, resources, performance standards, service commitments, budget stewardship, and client satisfaction objectives.
Serve as relationship leader for clients, brokers, consultants, carriers, vendors, and other stakeholders, aligning expectations, contractual commitments, and program priorities.
Own end-to-end client service delivery for TPA claims programs, including account management, issue resolution, reporting, contract administration, renewals, implementations, and ongoing communication.
Manage contract administration and renewals, including contract profiles, key dates, pricing changes, approvals, signatures, and coordination with finance, legal, compliance, and leadership.
Develop, obtain approval for, maintain, and distribute client-specific service instructions covering contacts, authority levels, reporting schedules, service standards, escalation protocols, and special handling.
Act as the senior escalation point for complex client concerns, service issues, claim inquiries, compliance matters, and operational challenges.
Partner with claims operations to monitor claim performance, quality, closing ratios, reserves, litigation trends, turnaround times, diary compliance, responsiveness, and service-level adherence.
Coordinate with carriers, excess insurers, medical management and bill review vendors, legal partners, loss control resources, and technology vendors to support client program objectives.
Develop and implement standardized client-service procedures, workflows, communication standards, claim review protocols, stewardship processes, and escalation practices.
Analyze client feedback, claim trends, loss data, service metrics, and performance reports to identify improvement opportunities and recommend practical solutions.
Partner with sales, business development, and executive leadership on retention and growth strategy; qualify opportunities, strengthen proposals, prepare RFP and RFI responses, contribute to pricing strategy, and identify organic growth and cross-selling opportunities.
Lead full-cycle onboarding and implementation of new TPA clients, including service calendars, trust-account or prefunding coordination, invoicing setup, data conversion, system configuration, client access, reporting, coding, regulatory reporting setup, staffing assignments, kickoff meetings, operational readiness, and post-implementation follow-up.
Coordinate client technology and reporting needs, including claims-system access and training, custom and scheduled reports, data feeds, conversions, reconciliations, and data-quality validation.
Establish account service calendars and governance routines; document decisions, owners, and deadlines; monitor aging items and commitments; and escalate missed deliverables or unresolved risks.
Coordinate client-affecting staffing transitions, including communication plans, client approvals, candidate qualifications and interviews, interim coverage, and continuity of service.
Partner with finance and operations on trust accounts, prefunding, invoicing, fee schedules, contract pricing, payment reporting, and related client financial inquiries.
Coordinate client, carrier, broker, and internal audits; track corrective actions; and confirm completion of reporting, compliance, and claim-handling commitments.
Prepare and deliver client business reviews, claim review materials, stewardship reports, performance dashboards, renewal support summaries, and executive presentations.
Ensure client service practices comply with applicable laws, insurance regulations, contractual requirements, privacy obligations, carrier guidelines, and internal TPA policies.
Operate within delegated authority and established claim-handling protocols; escalate technical, legal, regulatory, and claim-handling matters appropriately and do not independently direct claim outcomes, waive defenses, provide legal advice, or exercise settlement authority unless expressly authorized.
Establish team performance standards and metrics covering client satisfaction, renewals, onboarding, client change requests, implementations, escalation handling and resolution, reporting accuracy, and service-level compliance; take corrective action when results fall below expectations.
Champion ownership, responsiveness, professional judgment, claims advocacy, and continuous improvement.
Meet stated success measures for retention, client satisfaction, timely renewals and approvals, implementation launch dates, escalation responses and action plans, reporting accuracy and timeliness, service-level compliance, audit actions, account-record maintenance, and growth opportunities.
Travel as needed to strengthen client partnerships, lead stewardship and executive presentations, support industry engagement, and align internal teams.
Exercise sound judgment and discretion with sensitive client, financial, contractual, and claims-related information, and provide leadership outside standard business hours when significant matters require timely executive attention.