Director, Client Services Excellence and Automation

The Director, Client Services Excellence & Automation is responsible for driving operational excellence, enablingment, and AI-powered transformation across the Client Services organization.

• Key Responsibilities:
• Team Leadership & Operational Excellence
• Build, lead, and develop a small team spanning enablement, operations, and workflow optimization
• Establish scalable processes, governance frameworks, and service standards across Client Services
• Identify and eliminate operational inefficiencies to improve both employee productivity and client outcomes
• Define, track, and report on KPIs tied to operational performance, enablement effectiveness, and process adoption
• Enablement & Knowledge Management
• Own onboarding and continuous learning programs that ramp teams quickly and drive ongoing capability development
• Build and maintain a robust library of playbooks, SOPs, training materials, and knowledge resources
• Lead change management efforts that drive adoption of new tools, processes, and service standards across the organization
• AI, Automation & Workflow Design
• Identify and prioritize opportunities to embed AI, automation, and agentic workflows into Client Services operations
• Partner with technical teams to design, pilot, and scale intelligent workflow solutions
• Define governance standards and best practices for AI-assisted operations, including human-in-the-loop frameworks and responsible deployment
• Cross-Functional Leadership
• Serve as the connective tissue between Client Services, Operations, Product, Sales, and Technology — translating business needs into scalable, practical solutions
• Lead and influence cross-functional initiatives without direct authority, driving alignment across stakeholders at all levels
• Act as an internal champion for operational innovation, helping the broader organization understand and adopt emerging capabilities

Required Qualifications:

• 8+ years in Client Services, Customer Success, Enablement, or related functions, with experience modernizing operations through AI and automation
• 3+ years of people leadership, including guiding teams through AI tool adoption and human-AI workflow transitions
• Strong background in process improvement and operational enablement, with hands-on experience deploying AI-powered and agentic workflows
• Excellent communication and stakeholder management skills, with the ability to translate AI/automation concepts for technical and non-technical audiences
• Pioneering track record leading cross-functional initiatives, including rollouts of agentic tools and LLM-integrated platforms
• Deep experience with AI-enabled tools, workflow automation, and agentic systems including co-pilot interfaces, RAG-based knowledge tools, and multi-step agent pipelines
• Familiarity with CRM, knowledge management, and service platforms, with experience integrating AI capabilities such as intelligent routing and AI-assisted responses
• Background in SaaS, enterprise services, consulting, BPO, or customer operations, ideally within AI product ecosystems or organizations undergoing agentic transformation