Sr Director Client Service Delivery (Remote)
About The Position
The Senior Director Client Service Delivery provides strategic leadership for global service delivery operations, with accountability for client performance and relationship, operational excellence, financial outcomes, and business growth. This role drives continuous improvement across people, process, technology, and governance to deliver exceptional customer experiences and scalable business results. This is a remote, work-from-home position with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging. The company has earned "World’s Best Workplaces," "Best Company Culture," and "Best Companies for Career Growth" awards annually. As a remote Senior Director Client Service Delivery, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. Due to continued growth, we’re looking for more talented game-changers to join our purpose, people as passionate about providing outstanding customer service experiences as we are.
Requirements
- 3+ years experience managing operational customer service teams
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Ability to travel globally
- Willingness to support global time zones hours of operation
- Proven Management and/or relationship experience at a senior client level roles
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
- Proven track record of tying Concentrix solutions to exceed client expectations
- Established track record of engaging and influencing higher level internal leadership to drive urgency and fast track results when performance is not on target
- Demonstrate ability to motivate and communicate with others at all levels
- Influential relationships skills at all.
- Able to use these relationships to deliver service improvements.
- Excellent communication and negotiation skills
- Able to adapt and succeed in a changing environment
- Evidence of well-developed leadership skills
- Must reside in the United States and have a valid U.S. address for residence.
Responsibilities
- Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.
- Responsible for Profit and Loss, or Profit Center/Cost Center Budgets.
- Create a culture and processes which achieve the business goals and objectives with regards to their customer service.
- Maintain relationship with customers in order to facilitate open communication, understand client and perspectives and objectives, and monitor customer satisfaction.
- Drive continuous operating improvement and quality performance of regional metrics such as quality, productivity, staffing, attrition and cost, empower and engage the Customer Service Team.
- Identify new tools and technologies to better serve the customer.
- Accountable for ensuring full regulatory compliance and legal requirements.
- Identification of any potential risk issues.
- Define, negotiate and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning to plan the required resource in conjunction with business objectives and service level agreements.
- Work effectively with all peers and stakeholders, including Commercial, Finance, Marketing, and Operations to negotiate and influence customer improvements.
- Manage client relationships, providing performance visibility, market trend insights, and innovative, data-driven suggestions for growth and performance improvements.
- Exhibit exceptional client and internal stakeholder management skills.
- Drive standardization across sites and geographies globally.
- Lead teams to meet and exceed all KPIs, ensuring exceptional customer experiences.
- Initiate and lead back to green plans when performance is not meeting client targets.
- Oversee the establishment of new sites globally.
- Provide thought leadership internally and externally across the account to present Concentrix solutions that support client business objectives.
Benefits
- medical, dental, and vision insurance
- comprehensive employee assistance program (EAP)
- 401(k) retirement plan
- paid time off and holidays
- paid training days
- DailyPay enrollment option to access pay "early," when you want it
- Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
- Health and wellness programs with trained partners to help promote a healthy you
- Mentorship programs that support your rewarding career journey
- Work-from-home convenience with company-supplied technologies
- Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
- Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
