Director of Client Services

Cox Insurance Associates Inc•Falcon Heights, MN

2d•$90,000 - $115,000

About The Position

We are seeking a strategic, people-first Director of Client Services to lead and evolve our client experience function, across multiple service lines. This role is ideal for a strong operator and leader who can build scalable service models, develop high-performing teams, and ensure a consistent, high-quality client experience as we grow. The ideal candidate thrives in a leadership role that blends strategy, execution, and coaching—bringing clarity to structure, accountability to teams, and continuous improvement to how we serve our clients.

Requirements

Active Property & Casualty (P&C) license, or ability to obtain within 90 days of hire.
5+ years of experience in an account management leadership role.
2+ years of experience leading managers, with a demonstrated track record of developing new leaders.
2+ years of experience serving High-Net-Worth (HNW) or Private Client customers.
Demonstrated experience in operational leadership, process improvement, and organizational change management.

Responsibilities

Designing and refining service models, workflows, and team structures.
Creating clarity in roles, responsibilities, and accountability across teams.
Aligning account management resources to client segmentation and growth objectives.
Managing managers and developing emerging leaders.
Providing coaching, feedback, and performance management that drives growth.
Building a culture of accountability, continuous improvement, and support.
Using metrics, reporting, and KPIs to evaluate team performance and service quality.
Identifying capacity gaps, staffing needs, and workflow inefficiencies.
Making data-driven decisions that improve productivity and client outcomes.
Establishing and maintaining service standards for renewals, claims support, documentation, and issue resolution.
Ensuring work is accurate, timely, and aligned with agency expectations.
Continuously improving service delivery through feedback and process refinement.
Collaborating effectively with advisors, leadership, carriers, and shared services teams.
Supporting strategic initiatives, new offerings, and growth opportunities.
Removing friction and improving execution across departments.
Driving adoption of new systems, workflows, and service models.
Helping teams navigate change with clarity, consistency, and confidence.
Building processes that scale while maintaining a high-quality client experience.