Director, Client Services

Accountabilities: In this role, you will take ownership of client services delivery across both screening service lines, ensuring operational excellence, strong team performance, regulatory alignment, and lasting client relationships. Your responsibilities will include: Lead client services operations across Background Screening and Drug/Occupational Health Screening, ensuring turnaround times, accuracy, and service quality consistently meet established standards. Define and maintain service standards, escalation procedures, and support playbooks tailored to screening services. Own departmental staffing plans, shift schedules, and coverage models for phone and ticket-based support. Recruit, lead, coach, and develop teams across all levels, including Tier 1 and Tier 2 support, team leads, and managers. Establish measurable performance expectations, KPIs, career development paths, and regular feedback processes to build a high-accountability, client-first culture. Oversee Zendesk ticket queues and service-level agreements, ensuring timely resolutions and effective escalation across support tiers. Manage phone support through the uJET contact center platform, monitoring call volumes, wait times, coverage, and service levels. Act as the senior escalation point for complex client issues involving screening results, compliance questions, service failures, and SLA breaches. Manage strategic and key account relationships across both service lines, including regular business reviews and ongoing client engagement. Ensure escalations are handled professionally, properly documented, and followed by root cause analysis and corrective action. Partner with Compliance and Legal to ensure client-facing processes and communications comply with the Fair Credit Reporting Act (FCRA) and other applicable regulations. Represent the voice of the client internally, working with Operations to identify and implement improvements to the overall experience. Collaborate with Customer Success to support smooth transitions from onboarding to ongoing service delivery, and work with Product to communicate recurring client pain points and inform product priorities. Monitor and report on service KPIs, including ticket resolution times, call performance, CSAT/NPS, order accuracy, and client retention or churn. Analyze client feedback, ticket trends, and call data to identify recurring issues, improve processes, and increase operational efficiency. Establish consistent reporting practices that provide leadership with clear visibility into service performance and client health. Maintain service documentation and FAQs to support accurate, consistent responses across the team. Key priorities within the first six months: Establish and consistently monitor service KPIs across both screening service lines. Ensure Zendesk tickets are resolved accurately and within expected timeframes, with clear escalation processes in place. Optimize uJET phone coverage and regularly monitor call metrics and service levels. Build a well-led client services team with clear expectations and a strong culture of accountability and client focus. Actively manage key account relationships, schedule business reviews, and ensure complex escalations are handled effectively. Implement a consistent KPI reporting cadence that supports informed leadership decisions. Requirements The ideal candidate is an experienced client services leader who combines operational expertise, people management capabilities, and a strong understanding of client relationships in compliance-driven environments. You should bring: At least 7 years of progressive experience in client services or customer service, including 3 or more years in a director-level or senior management position. Demonstrated experience managing support operations across ticketing platforms such as Zendesk and contact center platforms such as uJET or equivalent solutions. Proven ability to lead, develop, and hold teams accountable at multiple organizational levels, from frontline support representatives to team leads and managers. Strong analytical capabilities and experience monitoring and improving service KPIs, including CSAT/NPS and client retention. Experience managing strategic client accounts and serving as a senior escalation point for complex customer issues. Familiarity with FCRA requirements and the compliance considerations involved in background screening and drug testing communications. Excellent written and verbal communication skills, including the ability to present to senior leadership and build credibility with strategic clients. Strong cross-functional collaboration and influencing skills, particularly when working with Product, Operations, Compliance, and Customer Success teams. Preferred qualifications: Experience in background screening, drug screening, occupational health, or a closely related regulated services environment. Experience designing or transforming client service playbooks, escalation frameworks, and staffing or scheduling models. Familiarity with Professional Background Screening Association (PBSA) accreditation standards and their impact on client-facing operations. Bachelor's degree in Business, Operations, or a related field, or equivalent professional experience. Remote work requirements: Reliable and secure high-speed internet connection, preferably cable or fiber, with minimum recommended speeds of 75 Mbps download and 10 Mbps upload. Dedicated home office space that is quiet and free from distractions, with a reliable wireless or wired Ethernet connection. Valid physical residential address; P.O. boxes are not accepted. Ability and willingness to communicate and collaborate with colleagues through chat and webcam. Candidates must be located in one of the following eligible US states: Alabama, California, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Minnesota, Missouri, Montana, Nevada, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, or Virginia. Applicants must already be authorized to work in the United States, as H-1B visa sponsorship is not available. Benefits Annual salary: $90,000–$130,000, depending on experience, qualifications, and other job-related factors. Paid healthcare insurance premiums. Low-cost dental and vision insurance. Company-paid basic life insurance and short-term disability coverage. Employee assistance program. 401(k) retirement plan with company matching contributions of up to 4%. Paid time off. Nine company-paid holidays. Two additional paid days off for volunteer activities. Learning and development opportunities. Eligibility for the employee referral program.