Position Overview

The Director, Client Service is a leadership role focused on optimizing client service processes, leading client service teams, and ensuring high levels of client satisfaction and retention.

This leader of leaders’ role requires strong leadership, communication and analytical skills to drive improvements in service delivery, enhance client relationships and contribute to the company’s overall success.

The Director of Client Services position requires to be onsite at a Zelis office one day per week.

What You’ll Do:

Strategic Planning and Execution -

• Develop and implement comprehensive operational strategies, policies and procedures that support the company’s long-term goals. Continuous evaluation of resource allocation and processes to ensure efficiency and effectiveness. Collaborate with Client Service management team to set goals and develop strategic plans for the department.

Leadership and Team Development -

• Inspire, motivate, and cultivate high-performing managers and teams. Empower teams, foster collaboration, and drive organizational success through people development.

Service delivery:

• Ensure high quality service delivery across all client touchpoints, addressing concerns and resolving issues effectively. Support resolution of complex client issues and complaints in a professional manner. Assess and evaluate customer satisfaction and service quality.

Performance Monitoring:

• Track, analyze and actively manage service performance metrics. Identify trends and implement improvements.

Process Improvement and Optimization –

• Identify areas for optimization and implement changes to enhance efficiency and effectiveness. Analyze current processes, identify bottlenecks and implement solutions to optimize workflows. Stay current on industry trends and make recommendations for service enhancements.

Communication -

• Effectively communicate with clients, internal teams and stakeholders ensuring alignment and transparency. Ensure clear articulation of messages, active listening, and the ability to negotiate and influence stakeholders.

Change Management and Agility –

• Support transformation initiatives, foster a culture that embraces change, and ensure teams are agile enough to respond to new opportunities.

Cross-Functional Collaboration -

• Work effectively across different departments and with various stakeholders to align operations with broader business objectives. Bridge gaps between teams, drive cohesive strategies, and ensure that operational initiatives support the company's goals.

Financial Acumen and Budget Management –

• Support budgeting, forecasting, and cost management analysis as needed. Manage approved budget and headcount allocation. Analyze drivers of work, capacity plans and headcount need.

What You’ll Bring to Zelis:

• Must have 7+ years of related client operations experience.

• Bachelor's degree preferred.

• 3-5 years experience as a people leader required.

• 3+ years service operations experience required, with experience managing service/operations workflow processes in Salesforce or Jira preferred.

• Expertise in operational management including KPIs required.

Required Skills:

• Aligning Performance for Success – Focuses and guides others in accomplishing work objectives. Creates a learning environment, identifies goals, establishes work plans, and provides coaching and timely feedback. Plans and supports the development of individuals’ skills and abilities so that they can fulfill current and future goals.

• Excellent leadership, team management and organizational abilities

• Superior knowledge of industry regulations and operational guidelines

• Excellent written and oral communication

• Proven knowledge of performance evaluation metrics in a business setting

• Analytical, decision-making and problem-solving skills

• Strategic Thinking and Planning

• Change management and adaptability

• Emotional intelligence and empathy

• Innovation and Continuous Improvement

• Proven track record of leadership over an operations function/team

Base Salary Range

$139,000.00 - $176,700.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis’ full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.