Director, Client Care Operations

Job Description

The Director, Client Care Operations provides strategic and operational leadership for Client Care Operations including Customer Experience, Business Insights, Program Management, and Quality Management. This role leads operations and quality teams supporting Sales, Client Success, Support, and Professional Services to deliver scalable, high-quality customer experiences. The role is accountable for process optimization, quality management, data-driven decision making, and technology enablement across the Revenue organization.
 

WHAT YOU’LL BE DOING:
•   Oversee the day-to-day activities of the Client Care Operations and Quality Management teams 
•    Own and lead Quality Management across Sales, Client Success, Support, and Professional Services, including QA frameworks and coaching 
•    Develop and optimize processes to improve service delivery and customer journey at scale 
•    Drive digital customer experience strategy including automation and self-service 
•    Track and analyze KPIs; leverage data to drive continuous improvement 
•    Collaborate with cross-functional leaders across Revenue, Product, Marketing, and Client Care 
•    Lead program and project management initiatives and special projects 

Qualifications

YOU’VE GOT WHAT IT TAKES IF YOU HAVE/ARE: 

•    8+ years’ experience in operations, client success, or customer experience in a SaaS environment
•    3+ years people leadership experience
•    Bachelor’s Degree
•    Strong business acumen within customer success and revenue operations environments
•    Experience building and scaling Quality Management programs
•    Expertise in process design and operational scaling
•    Advanced analytical and critical thinking skills
•    Ability to influence cross-functional stakeholders
•    Proficiency with CRM, QA, and analytics tools

Additional Information

IN OFFICE REQUIREMENT:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters (close to the Raleigh/Durham airport) approximately 30 days/quarter.

Relias is an Equal Opportunity Employer and a Drug-Free workplace. Relias welcomes and encourages applications from people with disabilities and is happy to make reasonable accommodations in all aspects of the selection process.  If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please visit our career page for instructions. 

All your information will be kept confidential according to EEO guidelines.

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.

You can contact the company’s Data Protection Officer at the above-mentioned postal address. 

Further information on data protection and your rights can be found here.
 

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