Director, Operations

About this role

Job Title: Client Director

Reports To: The Client Director will report to the Managing Vice President, or equivalent leadership.

Job Overview:

The Client Director is responsible for the operational and financial health of highly visible clients, and provide solutions for all client, site management and staff issues. 

Duties and Responsibilities:

• Responsible for both the operational and financial health of highly visible clients.

• Establish and maintain accountability with all leaders in their organization.

• Main point of contact/liaison between SPS and highly influential clients.

• Nurtures a strong relationship with sales and other teams as an effort to help grow and move the business forward (i.e. in some cases, helps to identify new business to add-on opportunities which may include participating in RFP/sales presentations).

• Interface with SPS executive leadership on key decisions.

• Solutions all client, site management and site staffer issues.

• Effectively coach/train/mentor subordinate leaders to ensure succession plans.

• Standardize policies and procedures including statistical monthly reporting and benchmarks.

• Coordinate, implement and oversee any special projects specific to the client/operation.

• Maintain communication with the COO regarding the operation.

• Assist with employee relations concerned, and make determinations with other appropriate parties (such as Human Resources) on performance management issues.

• May conduct contract renewal negotiations in partnership with Sales.

• Coordinate and handle vendor negotiations.

• Manage site proformas in terms of hours, gross margin spread, profitability and growth.

• Lead account reviews with clients.

Competencies :

• Background in managing a large people organization/region employees.

• Proven ability to thrive in high growth environments.

• Strategically plans and executes key business objectives.

• A direct or relatable background to Managed Services (i.e. Worked for a Vendor/Service Provider or BPO organization).

• Industry Specific Expertise: Mass Mail Processing/Shipping/Receiving, Document Printing/Scanning, Warehouse Management, Records Management.

• Driven by implementing efficiency, technology, and process improvement.

• Has strategic vision and able to execute a plan to success.

• Ability to interact effectively and build strong relationships with C-level and highly influential clients.

• Expertise diffusing and creating solutions to client service matters.

• Technology- Has a strong understanding of technology utilized in managed services, embraces, and implements technology and efficiency where possible.

• Executive level communication skills- Has highly developed skills presenting to clients, preparing presentations, and leading teams to success!

• Highly developed people skills with expertise in creating a top tier work environment where employees are highly engaged.

Qualifications and Education Requirements:

• Bachelor’s Degree or higher preferred.

• Minimum of 8-10+ years of experience in high-level relationship building and operational management.

• Previous multi-site management experience is highly preferred since this position may oversee employee organizations of 100+ employee based in multiple locations.

• Program/Project Management experience is a plus.

• Proven ability to successfully coach/train/mentor front line managers and staff.

• Ability to build business relationships and interact effectively with “C” level executives.

• A strong understanding of P&L management, finance, managing budgets and working in a customer metrics driven environment.

• Previous experience partnering with HR/Recruiting/Training/Finance and senior leadership to ensure SLAs are met.

• Must have experience managing exempt level direct reports and overseeing a large people organization

• Solid understanding of selling skills.

• Exceptional computer skills.

• Industry related experience a plus.

• Driven by client satisfaction, with proven track record of diplomacy and ownership.

• Strong integrity, solid business ethics.

• Strong team approach to account management.

• Creative strategic thinking and performance.

• Required to maintain an overall professional appearance and attitude.

• Adhere to all policies and procedures required.

Physical Demands:

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.

• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.

• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).

• Physically able to talk on the phone and input data simultaneously.

• Ability to lift or move 40 lbs. or greater frequently.

• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness.

Travel: Some travel is required for this position. Approximately up to 25%.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, and other job-related factors.

Use of Artificial Intelligence (AI): No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. Our company uses the Greenhouse applicant tracking system, which does not apply AI in these parts of the hiring process.

Vacancy Status: This posting is for an existing vacancy.

Pay Range $140,000 — $160,000 USD

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that a

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