Director, Client & Product Support

About the Role

As the Director, Client and Product Support, you will own the Level I service delivery function within Client and Product Support, directly leading two Assistant Managers who oversee the frontline Analyst I–III teams. Reporting to the Senior Director, this role is responsible for the operational performance of the Level I support organization: team development, service quality, Service Level compliance, and the continuous improvement of client support experience across the Origence product portfolio. You will translate the Senior Director's strategy into team-level execution, serve as the senior people leader for the Level I analyst population, and contribute to cross-functional initiatives alongside the Senior Director.

The Origence Mindset

At Origence, we are self-aware, adaptable, and relentlessly focused on creating meaningful impact. We think like owners, embrace complexity and ambiguity, challenge conventional thinking, and continuously pursue smarter, more effective ways to solve problems and advance the business. If this mindset reflects who you are, you may be exactly who we're looking for.

Responsibilities

• Team Leadership & Staff Development
  • 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.

Requirements

• Education
  • Bachelor’s degree or equivalent professional experience required.
  • Master's degree or MBA preferred.
• Experience
  • 6+ years in client support, technical product support, or SaaS operations—with at least 3 years in a people management role overseeing frontline support teams.
  • Minimum 2 years managing managers, leads, or supervisors directly.
  • Credit union / indirect lending domain knowledge is a meaningful differentiator.
  • Demonstrated experience owning Level I service delivery performance and driving quality improvement through coaching and process discipline.
  • Experience with AI-assisted support tools, KCS methodology, and CSM platform utilization.
  • Experience partnering with cross-functional teams (Product, Engineering, Account Management) on client experience and support operations initiatives.
  • Experience with Consumer or Mortgage LOS/POS software preferred.
• Skills & Expertise
  • Strategic thinking with strong operational execution capability.
  • Data fluency—interprets performance metrics and communicates insights to leadership and cross-functional audiences.
  • Strong people leadership—builds high-performing teams, coaches managers, and drives career development at all levels.
  • Excellent verbal and written communication—comfortable presenting to C-suite and cross-functional executive partners.
  • Applied AI proficiency—actively uses and advocates AI tools for support operations and drives AI fluency as a team expectation.
  • CSM platform governance (ServiceNow or equivalent) operational management level.

Benefits

• 401(k) with 8% Company Match
• Flexible Work Environment
• Competitive Paid Time Off
• Tuition Reimbursement & Education Benefits
• Comprehensive Health & Wellness Benefits
• Microsoft Copilot and AI-Enabled Tools
• Continuous Learning & Development Opportunities
• A culture of connection, celebration, and growth through employee-driven programs, company events, holiday celebrations (Star Wars Day), monthly town halls, quarterly company meetings, and team traditions like Bring Your Kid to Work Day

Pay

The starting salary range for this full-time position is $128,600 - $160,800 per year. We offer competitive compensation designed to recognize the value, experience, and contributions each team member brings to Origence. Base pay is determined by factors including experience, geographic location, and internal equity, and eligible positions may participate in our annual bonus program.