Director of Client Services

An established and rapidly scaling insurance organization is seeking a Director of Client Services to lead its client experience and service operations. This business has achieved consistent year-over-year growth and manages a book of business exceeding $30M. The company prides itself on its collaborative, high-performance culture built on positivity, accountability, and teamwork and is looking for a leader who will enhance service excellence and drive continued expansion.

The Role

The Director of Client Services will oversee all aspects of client engagement and retention, leading both onshore and offshore service teams to deliver exceptional client experiences. This individual will be responsible for refining operational processes, managing key performance metrics, and ensuring seamless alignment between client service, sales, and executive leadership.

Success in this role means delivering consistently high client satisfaction, fostering a positive team culture, and driving measurable retention and operational efficiency across a growing national insurance portfolio.

Responsibilities

• Serve as the executive owner of the client journey, ensuring a consistent, high-quality experience from onboarding through renewal.

• Develop and implement scalable strategies that enhance client satisfaction, retention, and advocacy.

• Lead, mentor, and grow a blended team of domestic and offshore account managers and service specialists.

• Monitor and report on KPIs to improve service quality, operational efficiency, and retention outcomes.

• Partner closely with Sales and other departments to ensure alignment and seamless client handoffs.

• Manage escalations with professionalism and decisiveness, maintaining trust with high-value clients.

• Identify and implement process improvements that strengthen scalability, communication, and performance.

• Provide executive-level insights and recommendations on service delivery, client success, and operational performance.

Requirements

• Bachelor’s degree in Business, Marketing, or related field.

• Minimum 5 years of experience in the insurance industry, including leadership in client service or account management.

• Proven success managing service operations for a $30M book of business.

• Experience overseeing offshore or outsourced service teams.

• Strong understanding of insurance operations, client retention strategies, and performance metrics.

• Exceptional leadership, communication, and stakeholder management skills.

• Ability to thrive in a fast-paced, high-growth environment with a hands-on, proactive leadership style.

• Proficiency in CRM and analytics tools for data-driven decision-making.

Nice to Have:

• Experience with EZLynx or similar insurance management platforms.

Salary

Competitive base salary with performance-based bonuses.

Location

Scottsdale, Arizona

Benefits

Comprehensive health and wellness package, performance-based incentives, and professional development opportunities.

References and background checks required prior to offer.