Director of Client Services

Premier Press•Portland, OR

1d•Onsite

About The Position

The Director of Client Services is responsible for leading, developing, and continuously improving the Project Management function to ensure an exceptional client experience from job intake through final delivery. This role provides strategic leadership and operational oversight of all client execution activities, ensuring projects are delivered on time, within scope, and aligned with Premier Press’s Mission, Vision, Values, capacity, and profitability goals. This position owns the client execution process and serves as the bridge between Sales, Estimating, and Operations—driving consistency, accountability, and continuous improvement across the organization.

Requirements

10+ years of experience in Project Management, Client Services, or Operations leadership
Proven experience leading and developing teams
Strong understanding of complex production, manufacturing, and fulfillment workflows
Experience working within MIS / ERP environments (iQuote, Monarch, Antera, Veracore, Propago, or similar systems)
Excellent communication, organization, and problem-solving skills
Strong business acumen with an understanding of cost, margin, and operational impact

Nice To Haves

Experience in print, creative production, manufacturing, merch & apparel, or related industries
Demonstrated success driving process improvement or operational change initiatives
Experience scaling teams, systems, and workflows in a growing organization

Responsibilities

Lead, coach, and develop the Project Management team to deliver a consistently high level of service
Set clear expectations, priorities, and performance standards for Project Managers
Conduct regular one-on-ones, performance reviews, and development planning
Foster a culture of accountability, collaboration, continuous improvement, and proactive problem-solving
Own the end-to-end client execution experience from post-sale handoff through final delivery
Ensure client expectations are clearly defined, documented, and communicated
Serve as the primary escalation point for complex client issues or at-risk projects
Partner closely with Sales to ensure smooth handoffs, scope clarity, and alignment on timelines and deliverables
Establish, maintain, and continuously improve Project Management workflows, SOPs, and best practices
Ensure consistent and accurate use of MIS / ERP systems, including iQuote, Monarch, Antera, Veracore, and Propago
Drive standardization in job setup, scheduling, change management, and documentation
Ensure clear handoffs and accountability between Estimating, Production, and Client Services
Ensure Project Managers effectively manage jobs within: iQuote (estimating, job planning, and scope clarity) Monarch (job tracking, production workflow, and scheduling) Antera (job tracking, production workflow, and scheduling of merch) Veracore (inventory management and distribution) Propago (web-to-print, storefronts, and client programs)
Partner with Operations and IT to improve system adoption, data accuracy, and reporting
Leverage system data to identify risks, bottlenecks, trends, and improvement opportunities
Work closely with Production and Operations leadership to align project priorities with available capacity
Balance workloads across the Project Management team to ensure sustainability and consistency
Ensure projects are scheduled realistically and proactively managed to avoid delays and last-minute escalations
Support accurate estimating assumptions through disciplined project planning and execution
Monitor key performance indicators, including on-time delivery, rework, client satisfaction, and margin impact
Reduce avoidable errors, change orders, and cost overruns through improved process and accountability
Champion continuous improvement initiatives within Client Services
Use data, team feedback, and client insights to drive smarter decision-making
Contribute to cross-functional initiatives that improve scalability, efficiency, and the overall client experience
Help shape the long-term vision, structure, and maturity of the Client Services organization