Director, Client Services

Accountabilities: Lead and manage a project management team comprising Senior Project Managers, Project Managers, and Discovery Analysts, ensuring effective resource allocation, workload balance, and team performance. Monitor key performance indicators, promote team engagement, and foster a positive, accountable, and collaborative working culture. Build and maintain strong client relationships through responsive service, consultative communication, and consistent delivery standards. Set clear expectations with internal and external stakeholders regarding project scope, deadlines, deliverables, and responsibilities. Drive operational results through effective use of technology, workflow and process improvements, issue resolution, and alignment with departmental and organizational objectives. Support project initiation activities, including kickoff preparation, documentation, and communication of project standards. Oversee project closure activities, including final billing coordination and appropriate data destruction procedures. Provide strategic, operational, and results-oriented leadership that supports individual development, team effectiveness, and service excellence. Identify capacity challenges and performance risks, delegate responsibilities appropriately, and implement solutions that support both employee wellbeing and client commitments. Carry out additional responsibilities as needed to support business and team objectives. Requirements: Demonstrated experience leading teams in client services, project management, or a related operational environment. Experience managing people managers and leading teams with multiple levels of responsibility. Strong analytical, logical reasoning, and problem-solving skills, including the ability to navigate complex situations with limited established procedures. Excellent written and verbal communication skills, with the ability to manage challenging conversations, resolve conflicts, and maintain productive relationships. Strong organizational and project management capabilities, including the ability to interpret instructions, coordinate multiple priorities, and manage competing deadlines. Ability to deliver projects within agreed timelines and budget parameters while maintaining high standards of quality, accuracy, and implementation. Proven ability to delegate effectively, balance workloads, and coordinate resources across departments. Flexibility and adaptability in responding to changing priorities, increasing workloads, and evolving business needs. Ability to recognize when employees are struggling with workload or change and develop practical solutions that support team wellbeing without compromising client deadlines. Strong relationship-building skills and the ability to work professionally with stakeholders at all organizational levels, both internally and externally. Willingness to be periodically on call and work outside standard business hours, including evenings and weekends when required. Benefits: Annual base salary range of $140,000–$185,000, with actual compensation depending on skills, experience, geographic location, and other relevant factors. Eligibility to participate in an annual bonus or incentive program. Fully remote working arrangement within the United States. Medical, dental, and vision insurance. 401(k) retirement plan with company matching contributions. Employer-paid life and accidental death and dismemberment (AD&D) insurance. Employer-paid short-term and long-term disability coverage. Telemedicine services and additional wellness plans. Flexible paid time off (PTO) program. Paid volunteer days. Optional insurance plans, including accident, hospitalization, critical illness, and pet insurance. An inclusive and collaborative working environment that values professional development, individual contributions, and diverse perspectives.