Director of Client Services (Remote)

Businessolver

4d•$80,000 - $154,000•Remote

About The Position

The Director, Client Services is a strategic leader accountable for business outcomes, leadership effectiveness, operational performance, and client portfolio health across multiple service teams, AVP-led functions, client segments, and complex portfolios. This role provides oversight for talent planning, workforce effectiveness, risk management, service delivery health, escalation governance, and enterprise alignment. The Director drives execution through service leadership teams rather than owning day-to-day service delivery. Strategic Business Leadership Own business performance, client outcomes, portfolio health, and service effectiveness across multiple teams and client segments. Set direction for retention, service quality, financial performance, workforce capacity, risk mitigation, and client continuity. Lead organizational change by translating strategy into priorities, reinforcing adoption, and measuring impact. Leadership, Talent, and Organizational Effectiveness Build leadership capability through coaching, succession planning, talent reviews, and workforce planning. Create accountability frameworks for performance, engagement, leadership consistency, and business outcomes. Partner with HR and executive leaders on organizational effectiveness, scalability, and engagement strategies. Risk, Governance, and Partnership Oversee client risk management, escalation governance, operational readiness, compliance, and business continuity. Review enterprise trends and implement actions to reduce systemic risk and improve consistency. Partner with VP-level and cross-functional leaders to align priorities, support strategic client discussions, and advance enterprise readiness. Success Measures Improved client retention, portfolio health, service consistency, and operational performance. Stronger leadership bench, succession readiness, engagement, retention, and leadership effectiveness. Reduced escalation volume, repeat issues, unresolved risk trends, and improved change adoption. Perform other duties as assigned and comply with all policies and standards.

Requirements

Strategic thinking, enterprise leadership, and business acumen.
Executive influence, cross-functional partnership, and client portfolio judgment.
Leadership coaching, talent development, succession planning, and change leadership.
Risk judgment, escalation governance, operational discipline, and problem solving.
10+ years of progressive leadership experience in Benefits Administration, Client Services, Customer Success, HR Technology, Healthcare, or another complex service environment.
Experience leading leaders, managing large teams or portfolios, and driving strategic planning, talent management, operational results, and financial performance.
Proven ability to influence executive stakeholders, navigate ambiguity, drive scalable solutions, and support change adoption.
Availability to travel up to 15%.

Responsibilities

Own business performance, client outcomes, portfolio health, and service effectiveness across multiple teams and client segments.
Set direction for retention, service quality, financial performance, workforce capacity, risk mitigation, and client continuity.
Lead organizational change by translating strategy into priorities, reinforcing adoption, and measuring impact.
Build leadership capability through coaching, succession planning, talent reviews, and workforce planning.
Create accountability frameworks for performance, engagement, leadership consistency, and business outcomes.
Partner with HR and executive leaders on organizational effectiveness, scalability, and engagement strategies.
Oversee client risk management, escalation governance, operational readiness, compliance, and business continuity.
Review enterprise trends and implement actions to reduce systemic risk and improve consistency.
Partner with VP-level and cross-functional leaders to align priorities, support strategic client discussions, and advance enterprise readiness.
Serve as a security contact for the business unit. Responsible for driving adoption and compliance with information security and privacy practices. Serve as a liaison with the information security team on security and privacy matters.