Director, Client Experience

Ministry Brands is looking for a Director, Client Experience to join our growing team!   Who we are Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement – advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good.       Ministry Brands is committed to acknowledging and valuing our employee differences and to creating an environment in which every individual’s unique strengths and abilities are developed and valued. Our employees share in the responsibility for creating this environment and demonstrate mutual respect and acceptance in the workplace. We welcome everyone and are dedicated to creating a culture where all our employees have equal opportunity to be heard and reach their full potential.   As a part of Ministry Brands, we are a fast growing, globally recognized background screening company accredited by the Professional Background Screening Association (PBSA) with locations in Tulsa, Oklahoma and Tampa, Florida. Our mission is to be the trusted voice in background screening by providing a unique experience that conveys our visionary leadership, passion for service and commitment to excellence. Come be a part of a rapidly expanding organization that fosters employee engagement, as well as personal and professional growth! What you’ll do We are seeking an experienced and strategic Director of Client Experience to lead our client service organization within our Background Screening vertical. This senior leadership role will oversee a team of professionals dedicated to delivering exceptional support experiences across our Volunteer Screening and Pre-Employment Screening client portfolios. As a member of the senior leadership team, you will play a critical role in shaping client experience strategy, driving operational excellence, and ensuring our support organization scales effectively with business growth. Leadership & Team Development Lead, mentor, and develop a team of Client Support Managers, a Technical Integration Manager, Client Support Specialists, and Onboarding Specialists, fostering a culture of accountability, continuous improvement, and client-focus Establish clear performance metrics, goals, and professional development pathways for all team members Build organizational capability through strategic hiring, succession planning, and talent development initiatives Create and maintain a positive team culture that emphasizes collaboration, innovation, and exceptional service delivery Strategic Planning & Execution Develop and execute comprehensive client support strategies aligned with business objectives and growth targets Partner with senior leadership to define and implement service level standards across both Volunteer and Pre-Employment Screening verticals Drive initiatives to improve operational efficiency, reduce resolution times, and enhance client satisfaction scores Lead the implementation of new technologies, processes, and best practices to optimize support operations Client Experience & Relationship Management Serve as executive sponsor for escalated client issues and complex account challenges Build strong relationships with key clients and serve as a strategic advisor on their screening programs Analyze client feedback, support trends, and market insights to identify opportunities for service improvement Ensure consistent, high-quality support experiences across all client touchpoints and screening product lines Operational Excellence Establish and monitor key performance indicators including response times, resolution rates, CSAT scores, and team productivity metrics Develop and manage departmental budgets, resource allocation, and capacity planning Create and maintain comprehensive support documentation, knowledge bases, and training materials Implement quality assurance programs to ensure accuracy and compliance in all client interactions Cross-Functional Collaboration Collaborate with Sales, Product, Operations, and Compliance teams to ensure seamless client onboarding and ongoing support Serve as the voice of the client in senior leadership discussions, advocating for client needs and experience improvements Partner with Product teams to communicate client feedback and influence product roadmap priorities Work closely with Compliance to ensure all support activities adhere to FCRA, state, and industry regulations Who you are 7 years of progressive experience in client support, customer success, or account management roles 5 years of leadership experience managing teams of 5 Proven track record of building and scaling high-performing support organizations Strong understanding of background screening industry, including FCRA compliance requirements Experience supporting both B2B and high-volume client environments Demonstrated ability to develop and execute strategic initiatives that drive measurable business outcomes Excellent communication skills with the ability to influence stakeholders at all organizational levels Strong analytical skills with experience using data to drive decision-making and continuous improvement Proficiency with CRM systems, support ticketing platforms, and workforce management tools Preferred: Professional certifications in customer experience, project management, or leadership Experience implementing AI-powered support tools or automation solutions Knowledge of industry trends including continuous screening, digital identity verification, and API integrations Benefit offerings designed to promote a life of balance!     At Ministry Brands, we recognize that your career is just one important piece of your dynamic life. We offer a robust range of benefit offerings designed to cultivate a lifestyle of balance and personal success.    Robust healthcare options – Options include a plan that is 100% covered by Ministry Brands for employee only coverage as well as a generous HSA contribution by the company. Employees have several healthcare options to choose from in order to find what works best for them.  Flexible paid time off – There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!   Paid parental leave – Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.   Mental health support – Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.   Professional development reimbursement – Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career. Employee Recognition & Rewards - At Ministry Brands, we use Nectar to celebrate achievements and strengthen our culture of recognition. This social platform empowers employees to send meaningful kudos, award points redeemable for rewards, and highlight contributions that exemplify our values. Through Nectar, we foster engagement and appreciation while providing tangible ways to recognize great work. Ministry Brands is proud to be an Equal Employment Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement – advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good. Ministry Brands is committed to acknowledging and valuing our employee differences and to creating an environment in which every individual’s unique strengths and abilities are developed and valued. Our employees share in the responsibility for creating this environment and demonstrate mutual respect and acceptance in the workplace. We welcome everyone and are dedicated to creating a culture where all our employees have equal opportunity to be heard and reach their full potential.