Director, Operations

Job Title: Client Director 

Reports To: The Client Director will report to the Managing Vice President, or equivalent leadership. 

Job Overview: 

The Client Director is responsible for the operational and financial health of highly visible clients, and provide solutions for all client, site management and staff issues.   

Duties and Responsibilities: 

• Responsible for both the operational and financial health of highly visible clients. 
• Establish and maintain accountability with all leaders in their organization. 
• Main point of contact/liaison between SPS and highly influential clients. 
• Nurtures a strong relationship with sales and other teams as an effort to help grow and move the business forward (i.e. in some cases, helps to identify new business to add-on opportunities which may include participating in RFP/sales presentations). 
• Interface with SPS executive leadership on key decisions.  
• Solutions all client, site management and site staffer issues. 
• Effectively coach/train/mentor subordinate leaders to ensure succession plans. 
• Standardize policies and procedures including statistical monthly reporting and benchmarks. 
• Coordinate, implement and oversee any special projects specific to the client/operation. 
• Maintain communication with the COO regarding the operation. 
• Assist with employee relations concerned, and make determinations with other appropriate parties (such as Human Resources) on performance management issues. 
• May conduct contract renewal negotiations in partnership with Sales. 
• Coordinate and handle vendor negotiations. 
• Manage site proformas in terms of hours, gross margin spread, profitability and growth. 

• Lead account reviews with clients. 

Competencies: 

• Background in managing a large people organization/region employees. 
• Proven ability to thrive in high growth environments. 
• Strategically plans and executes key business objectives. 
• A direct or relatable background to Managed Services (i.e. Worked for a Vendor/Service Provider or BPO organization). 
• Industry Specific Expertise: Mass Mail Processing/Shipping/Receiving, Document Printing/Scanning, Warehouse Management, Records Management. 
• Driven by implementing efficiency, technology, and process improvement. 
• Has strategic vision and able to execute a plan to success. 
• Ability to interact effectively and build strong relationships with C-level and highly influential clients. 
• Expertise diffusing and creating solutions to client service matters. 
• Technology- Has a strong understanding of technology utilized in managed services, embraces, and implements technology and efficiency where possible. 
• Executive level communication skills- Has highly developed skills presenting to clients, preparing presentations, and leading teams to success! 
• Highly developed people skills with expertise in creating a top tier work environment where employees are highly engaged. 

Qualifications and Education Requirements: 

• Bachelor's Degree or higher preferred. 
• Minimum of 8-10+ years of experience in high-level relationship building and operational management. 
• Previous multi-site management experience is highly preferred since this position may oversee employee organizations of 100+ employee based in multiple locations. 

• Program/Project Management experience is a plus. 
• Proven ability to successfully coach/train/mentor front line managers and staff. 
• Ability to build business relationships and interact effectively with "C" level executives. 
• A strong understanding of P&L management, finance, managing budgets and working in a customer metrics driven environment. 
• Previous experience partnering with HR/Recruiting/Training/Finance and senior leadership to ensure SLAs are met. 
• Must have experience managing exempt level direct reports and overseeing a large people organization 
• Solid understanding of selling skills. 
• Exceptional computer skills. 
• Industry related experience a plus.