Director of Client Services

Phoenix American Warranty Company Inc•Miami, FL

8h•Remote

About The Position

The Director of Client Services is responsible for building, leading, and scaling the organization’s partner experience and operational support infrastructure across agencies and dealer networks. This role begins with ownership of three immediate priorities: 1. Structured intake, triage, and issue resolution across departments 2. Cross-functional coordination of product development and launch execution 3. Scalable onboarding of new F&I agency and dealer partners As the organization evolves, this role expands into reporting infrastructure development, dealer performance intelligence, and enablement support for the Training & Education function. The Director of Client Services serves as the connective tissue between field partners and internal departments—ensuring accountability, operational clarity, and a consistent, high-quality partner experience.

Requirements

Ability to translate partner / field needs into clear internal action plans.
Ability to leverage technology for both internal and external client solutions
Demonstrated experience coordinating cross-functional initiatives.
Strong operational organization and structured project management skills.
Executive-level communication and presentation capabilities.
Experience supporting onboarding, implementation, or training initiatives.
5+ years of experience in retail automotive F&I, warranty/ancillary products, agency relations, administrator environments, or a combination of

Nice To Haves

Deep experience working with field rep networks
Familiarity with Salesforce, JIRA, Zendesk, or similar workflow/ticketing systems.
Experience supporting product launches or system implementations.
Experience in consulting, partner success, or operational leadership roles.

Responsibilities

Dealer & Agency Relationship Leadership (Immediate Priority)
Serve as the primary point of contact for dealer and agency escalations.
Design and maintain a structured intake and issue-tracking framework.
Coordinate cross-functional resolution across claims, product, IT, accounting, sales, and operations.
Establish ownership standards, communication timelines, and escalation protocols.
Identify recurring issue patterns and drive root-cause process improvements.
Provide leadership with visibility into client sentiment, operational risk indicators, and retention trends.
Product Buildout & Launch Coordination (Immediate Priority)
Coordinate cross-functional execution of product development initiatives, specifically the Ancillary Product Suite launch and modernization of VSC and GAP programs.
Maintain the master product roadmap and project tracker (owners, milestones, dependencies).
Lead structured execution meetings focused on accountability and timeline management.
Engage external vendors and partners (DMS providers, administrators, actuaries, forms vendors) as directed.
Identify bottlenecks, surface risks, and escalate barriers when necessary.
Oversee testing, validation, and launch readiness to ensure operational stability at go-live.
Agency & Dealer Onboarding Leadership (Immediate Priority)
Design and manage a scalable onboarding framework for new F&I agencies and dealer partners.
Coordinate onboarding execution with internal departments and agency leadership.
Ensure system setup, documentation, marketing materials, and training materials are aligned and prepared.
Develop standardized onboarding timelines and communication templates.
Facilitate structured onboarding sessions as needed.
Build and maintain a repeatable onboarding playbook to support growth objectives.
Reporting Infrastructure & Operational Intelligence (Role Evolution)
Lead the prioritization and development of internal reporting tools and dashboards.
Partner with IT, Sales, Product, and Operations to define reporting requirements.
Translate business needs into structured reporting builds (Salesforce, performance dashboards, analytics).
Deliver actionable insights to leadership that improve process efficiency and partner performance.
Ensure reporting visibility supports revenue growth, retention, and product optimization strategies.
Dealer Performance Intelligence & Training Enablement (Role Evolution)
Provide structured performance reporting to agencies and dealer groups, including penetration trends, product mix, cancellation rates, loss trends, and profitability indicators.
Prepare executive-ready performance summaries to support renewal discussions and strategic reviews.
Identify recurring performance gaps and surface insights to Sales and Executive Leadership.
Support the development of measurable performance improvement initiatives.
Training & Education Enablement (In Support of Head of Training & Education)
Provide performance analytics and field intelligence to inform training priorities.
Assist in preparing reporting packages and internal documentation used in training initiatives.
Ensure onboarding materials and operational guides remain accurate and aligned with current processes.
Coordinate cross-functional alignment for training rollouts when required.
Serve as liaison between Client Services and the Training & Education function to ensure consistency in messaging and execution.
Cross-Functional Responsibilities
Advocate for a consistent, client-centric experience across all departments.
Provide leadership with structured visibility into issue trends and field feedback.
Promote accountability, documentation standards, and responsiveness across teams.
Support continuous improvement initiatives tied to operational excellence and partner retention.
Team Leadership (Future-State)
Build and lead a Client Services team as growth demands.
Establish service-level standards for intake, documentation, responsiveness, and escalation.
Develop measurable accountability metrics tied to responsiveness and partner satisfaction.
Foster a culture of proactive engagement and cross-functional ownership.