Director of Client Service Operations

NorthPoint Search Group•Atlanta, GA

3d•$110,000 - $145,000

About The Position

We are seeking a strategic and inspiring Director of Client Service Operations to drive operational excellence across two divisions while fostering a cohesive and positive employee experience. This leader will leverage analytics, technology, and process optimization to elevate both the client and team member experience.

Requirements

Alignment with company values
12–15 years of operations leadership experience
Experience managing leaders of leaders
Strong track record of developing talent and building teams
Excellent analytical and technical skills
Experience with CRM systems and workflow tools
Proven success leading process improvements and systems implementations
High emotional intelligence and strong communication skills

Nice To Haves

Applied Epic experience preferred

Responsibilities

Develop and mentor service team leaders and functional leaders
Foster a highly engaged and collaborative workforce
Communicate company vision and align service teams with organizational goals
Partner with executive leadership to implement strategic initiatives
Establish consistent operating standards across service departments
Lead operational support functions including: Data analytics, Quality control auditing, Training, Workflow optimization
Manage service operations vendors and represent the company brand professionally
Establish and monitor KPIs to drive accuracy, efficiency, and client satisfaction
Oversee operational reporting and performance analytics
Interpret leading and lagging indicators to support decision-making
Utilize dashboards and reporting tools to generate actionable insights
Ensure delivery of a consistent, high-quality client experience
Maintain strong retention and service excellence metrics
Balance operational efficiency with a relationship-focused service model