Director, Client Services

The Director, Client Services will lead the strategy, people, and operational performance of client support across background screening and drug and occupational health screening services. This senior leadership role is responsible for delivering consistently accurate, timely, and professional client experiences across phone and ticket-based support channels. You will oversee service operations, staffing models, key account relationships, and complex escalations while building a high-performing, client-focused team. Working closely with Compliance, Legal, Operations, Product, and Customer Success, you will ensure that client needs inform business priorities and continuous improvement. You will use service metrics and client feedback to strengthen quality, efficiency, and retention. This remote opportunity offers the chance to shape a critical client-facing function within a regulated services environment.

• Establish and consistently monitor service KPIs across both screening service lines.

• Ensure Zendesk tickets are resolved accurately and within expected timeframes, with clear escalation processes in place.

• Optimize uJET phone coverage and regularly monitor call metrics and service levels.

• Build a well-led client services team with clear expectations and a strong culture of accountability and client focus.

• Actively manage key account relationships, schedule business reviews, and ensure complex escalations are handled effectively.

• Implement a consistent KPI reporting cadence that supports informed leadership decisions.

The ideal candidate is an experienced client services leader who combines operational expertise, people management capabilities, and a strong understanding of client relationships in compliance-driven environments. You should bring:

• At least 7 years of progressive experience in client services or customer service, including 3 or more years in a director-level or senior management position.

• Demonstrated experience managing support operations across ticketing platforms such as Zendesk and contact center platforms such as uJET or equivalent solutions.

• Proven ability to lead, develop, and hold teams accountable at multiple organizational levels, from frontline support representatives to team leads and managers.

• Strong analytical capabilities and experience monitoring and improving service KPIs, including CSAT/NPS and client retention.

• Experience managing strategic client accounts and serving as a senior escalation point for complex customer issues.

• Familiarity with FCRA requirements and the compliance considerations involved in background screening and drug testing communications.

• Excellent written and verbal communication skills, including the ability to present to senior leadership and build credibility with strategic clients.

• Strong cross-functional collaboration and influencing skills, particularly when working with Product, Operations, Compliance, and Customer Success teams.

• Experience in background screening, drug screening, occupational health, or a closely related regulated services environment.

• Experience designing or transforming client service playbooks, escalation frameworks, and staffing or scheduling models.

• Familiarity with Professional Background Screening Association (PBSA) accreditation standards and their impact on client-facing operations.

• Bachelor's degree in Business, Operations, or a related field, or equivalent professional experience.

• Reliable and secure high-speed internet connection, preferably cable or fiber, with minimum recommended speeds of 75 Mbps download and 10 Mbps upload.

• Dedicated home office space that is quiet and free from distractions, with a reliable wireless or wired Ethernet connection.

• Valid physical residential address; P.O. boxes are not accepted.

• Ability and willingness to communicate and collaborate with colleagues through chat and webcam.

• Candidates must be located in one of the following eligible US states: Alabama, California, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Minnesota, Missouri, Montana, Nevada, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, or Virginia.

• Applicants must already be authorized to work in the United States, as H-1B visa sponsorship is not available.