VP of Client Services

Neighborly®•Waco, TX

1d•Hybrid

About The Position

VP of Client Services Are you looking for a place where you can bring your contact center expertise in client services, operational excellence, innovation, and business growth? Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level. Bring your experience and be empowered to innovate. As a VP of Client Services on the Neighborly Customer Solutions team, a typical day for you will include: Serve as the executive relationship owner for Brand Presidents, franchise owners, and key stakeholders, driving client satisfaction, retention, and long-term partnership success. Lead client services operations across multiple Neighborly brands, ensuring delivery of high-quality omnichannel customer support and achievement of service objectives. Drive operational excellence through performance management of key metrics, including SLA attainment, CSAT, NPS, productivity, quality, and customer experience outcomes. Develop and execute strategic initiatives that improve service delivery, operational scalability, customer experience, and business growth. Lead and develop a high-performing team of directors, account managers, and client success professionals through coaching, accountability, and succession planning. Partner cross-functionally with Operations, Technology, Product, and Brand leadership to identify solutions, resolve complex issues, and support organizational growth. Champion customer experience transformation through the use of technology, automation, AI, analytics, and continuous improvement initiatives. Develop strategies for continuous service enhancement. Bring your skills and be inspired to achieve success.

Requirements

10+ years of progressive leadership experience in client services, customer experience, customer success, service delivery, contact center operations, or related operational functions
Experience leading customer-facing teams and managing key client relationships
Proven success improving customer satisfaction, operational performance, and business results
Experience leading and developing managers and high-performing teams
Strong understanding of business operations, performance metrics, and financial management
Executive-level client relationship management and stakeholder engagement
Strong leadership experience managing and developing high-performing teams
Customer experience, client services, or contact center leadership expertise
Strategic planning and operational execution capabilities
Financial acumen, including budget management, P&L analysis, pricing, and profitability management
Strong analytical, problem-solving, and decision-making skills
Experience leveraging data, dashboards, and performance metrics to drive business outcomes
Ability to lead cross-functional initiatives in a matrixed environment
Excellent communication, presentation, negotiation, and influencing skills
Technology-forward mindset with exposure to automation, AI, analytics, CRM, or customer service platforms
Bachelor's degree in Business Administration, Management, Operations, Communications, or a related field

Responsibilities

Serve as the executive relationship owner for Brand Presidents, franchise owners, and key stakeholders, driving client satisfaction, retention, and long-term partnership success.
Lead client services operations across multiple Neighborly brands, ensuring delivery of high-quality omnichannel customer support and achievement of service objectives.
Drive operational excellence through performance management of key metrics, including SLA attainment, CSAT, NPS, productivity, quality, and customer experience outcomes.
Develop and execute strategic initiatives that improve service delivery, operational scalability, customer experience, and business growth.
Lead and develop a high-performing team of directors, account managers, and client success professionals through coaching, accountability, and succession planning.
Partner cross-functionally with Operations, Technology, Product, and Brand leadership to identify solutions, resolve complex issues, and support organizational growth.
Champion customer experience transformation through the use of technology, automation, AI, analytics, and continuous improvement initiatives.
Develop strategies for continuous service enhancement.