Director of Client Operations

First Call•White House, TN

1d•Hybrid

About The Position

Are you a strategic operations leader who thrives at the intersection of client success and performance excellence? We're seeking a Director of Client Operations to lead our Quality and Training functions, ensure SLA compliance across client programs, and drive continuous operational improvement. This role serves as a key bridge between our internal service delivery teams and external clients, ensuring we consistently exceed expectations and deliver measurable value.

Requirements

3+ years of experience in client operations, call center management, or related leadership roles
Proven experience leading client-facing support operations
Strong leadership and team management skills
Strategic thinker with the ability to execute effectively
Skilled in operational efficiency and process improvement
Comfortable managing budgets and optimizing resources
Strong analytical and problem-solving capabilities
Excellent written and verbal communication skills
Proficient in Microsoft Word, Excel, and call center performance metrics

Responsibilities

Own SLA and contractual compliance across all client programs
Serve as senior escalation point for operational client concerns
Align service delivery with evolving client expectations
Partner with Account Management on strategic operational initiatives
Oversee Quality Assurance and Training teams
Establish quality frameworks aligned to client standards
Leverage QA insights to drive continuous improvement
Ensure training programs support client-specific workflows
Develop corrective action plans with Operations leadership
Lead operational performance reporting
Participate in monthly, quarterly, and annual client business reviews
Translate metrics into meaningful, client-facing insights
Identify opportunities to expand service value and strengthen partnerships
Partner with Sales, Account Management, and Executive Leadership
Ensure operational readiness for new client implementations
Provide guidance and coaching to Quality Coaches, Trainers, and indirect reports