Director of National Client Experience & Operations

Director Service Delivery

About the Role:

As the Director of Service Delivery, you will be responsible for overseeing the end-to-end delivery of services to our clients, ensuring high levels of customer satisfaction and operational excellence. You will lead a team of service delivery managers and specialists, setting strategic objectives, implementing best practices, and driving continuous improvement initiatives to optimize service delivery processes and outcomes.

Essential Job Responsibilities:

• Develop and implement service delivery strategies, policies, and procedures to meet client needs and organizational objectives.
• Lead and manage a team of service delivery managers and specialists, providing direction, guidance, and support to ensure effective service delivery and customer satisfaction.
• Establish and monitor key performance indicators (KPIs), service level agreements (SLAs), and metrics to track performance, identify areas for improvement, and drive operational excellence.
• Collaborate with internal stakeholders, including sales, account management, product development, and support teams, to align service delivery efforts with client requirements and business goals.
• Oversee the planning, scheduling, and allocation of resources (e.g., personnel, equipment, tools) to ensure efficient and timely delivery of services.
• Monitor and analyze service delivery trends, customer feedback, and industry best practices to identify opportunities for innovation, process optimization, and service improvement.
• Develop and maintain strong relationships with clients, acting as a trusted advisor and escalation point for service-related issues and concerns.
• Lead service delivery reviews and meetings with clients, providing updates on performance, addressing issues and risks, and identifying opportunities for value-added services and upselling opportunities.
• Ensure compliance with regulatory requirements, industry standards, and company policies and procedures related to service delivery, data security, and privacy.
• Prepare and present regular reports and presentations to senior management, providing insights into service delivery performance, trends, and initiatives.

Qualifications:

• Bachelor's degree in business administration, management, information technology, or a related field (or an equivalent combination of education and relevant experience). Advanced degree (e.g., MBA) is preferred.
• Minimum of 8-10 years of experience in service delivery management, client relationship management, or related fields, with at least 3-5 years in a leadership or director-level role.
• Proven track record of success in driving service delivery excellence, achieving high levels of customer satisfaction, and meeting or exceeding performance targets and objectives.
• Strong leadership and management skills, with the ability to inspire and motivate teams, foster collaboration, and drive results in a dynamic and fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients, internal stakeholders, and cross-functional teams.
• Strategic thinker with strong analytical and problem-solving abilities, capable of translating client needs and business requirements into actionable strategies and initiatives.
• Experience in managing service delivery teams, including recruitment, training, performance management, and professional development.
• Knowledge of service delivery methodologies, frameworks, and best practices, with experience implementing and optimizing service management processes and tools.

Skills Candidate Should Possess:

1. Operational & People Leadership

• Large-Scale Workforce Management: Proven ability to lead a tiered organization (170 employees) across multiple shifts or locations.
• Talent Development: Identifying and coaching "leads" and "supervisors" to ensure the 175 person org doesn't rely solely on the Director.

2. Client & Executive Communication

• Stakeholder Management: The ability to translate "back-office" operational data into "front-office" business value for client executives.
• Crisis Communication: Maintaining a calm, professional demeanor when addressing service failures with the client.
• Consultative Selling: Identifying opportunities within the current operation to offer new services or efficiencies that benefit the client's bottom line.

3. Financial & Process Acumen

• P&L Management: Strong "business math" skills-understanding margins, labor costs, and how operational efficiency impacts the budget.
• Vendor Management: Negotiating and managing third-party providers for equipment, supplies, or offshore support.

4. Technical & Digital Literacy

• Document Solutions Expertise: Understanding of the "Print-to-Digital" pipeline (OCR, high-speed scanning, and digital mailroom).
• Automation Implementation: Not necessarily coding, but the ability to identify where RPA (Robotic Process Automation) or AI-driven sorting can replace manual data entry.
• Data Analysis: Proficiency in using BI tools (Excel, Tableau, or internal dashboards) to track accuracy and cycle-time trends.

5. Soft Skills

• Resilience: Essential for the "hot seat" nature of national operations.
• Pragmatism: The ability to choose a "working solution" over a "perfect solution" to keep production moving.
• Attention to Detail: In document processing, a 1% error rate can be a catastrophe; this person must be a stickler for accuracy.

"The salary for this position starts at $175,000.00 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered."

XBP Global is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, creed, religion, national origin, ancestry, citizenship status, age, disability, sex/gender, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

EOE/Minorities/Females/Veterans/Disabled