Director, Client & Product Support

Principal Responsibilities & Objectives

• Directly lead and develop assistant managers that oversee the Level I support team by providing operational coaching, performance feedback, and individualized development planning aligned to the Client and Product Support career framework.
• Manage staffing coverage, queue prioritization, and capacity planning across the Level I analyst population to ensure consistent service level standards.
• Hire, onboard, and ramp Level I team members— applying the structured interview playbook to ensure values-aligned hiring at Analyst I.
• Build and sustain a coaching culture within the Level I team — where feedback is continuous, learning is expected, and promotion readiness is actively cultivated.
• Develop the Assistant Manager layer toward Director-level readiness through delegation, stretch assignments, and transparent advancement criteria.
• Set and enforce AI proficiency expectations across Level I — from Analyst I Awareness through Analyst III Champion — integrating AI skill development into team coaching plans.

Level I Service Delivery & Operational Performance

• Own Level I service delivery performance — including first-contact resolution, case documentation quality, service level compliance, and client satisfaction outcomes.
• Define and monitor Level I KPIs: first-contact response, time-to-resolution, case progression rate, Level II handoff volume, and knowledge base utilization.
• Ensure seamless Level I case handling and clean handoffs to the Level II Sr. Analyst team — maintaining consistent case documentation standards and case assignment criteria.
• Drive continuous improvement across Level I case management, team workflows, and client communication standards through data, coaching, and process discipline.
• Champion AI-enabled support delivery across the Level I team — driving adoption, reporting productivity outcomes, and surfacing AI improvement opportunities to the Sr. Director.
• Oversee the Level I team's knowledge base participation — ensuring analysts actively create, update, and apply KB articles aligned to KCS practices.

Client Experience & Cross-Functional Support

• Monitor Level I client experience metrics — tracking post-interaction satisfaction, resolution quality, and client effort data and presenting findings and improvement plans to the Sr. Director.
• Serve as the Level I representative in cross-functional forums with Product, Engineering, and Account Management — surfacing client experience patterns and support signals.
• Partner with the Assistant Manager of the Level II team to ensure clean Level I-to-Level II case handoffs and effective feedback loops on case quality.
• Contribute to product readiness activities, release communications, and change management efforts that affect the Level I team's ability to support clients.

Governance, Process Excellence & Culture

• Maintain governance and audit readiness across Level I operational processes, case documentation standards, and service management practices.
• Ensure policy and procedural updates are communicated to the Level I team promptly and consistently.
• Partner with the Sr. Director on Level I headcount planning, budget inputs, and operational improvement proposals.
• Model Origence core values and build an inclusive, accountable Level I team culture — where ownership, learning, and client-first thinking are everyday expectations.
• Live the values: Value Team Members and Commit to Their Growth Imagine, Innovate, Inspire Optimize the Experience Achieve Exceptional Results.