Director of Client Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and continually enhance the USN client journey throughout project initiation, onboarding, readiness, execution, closure, and sustained relationship management.

• Establish standards for client experience, including touchpoints, communication schedules, decision pathways, handoffs, and service expectations.

• Act as a senior partner for clients and the primary point of continuity throughout the engagement lifecycle.

• Facilitate key client calls, providing executive presence, operational credibility, continuity, and follow-through.

• Manage client priorities and commitments within the broader relationship context.

• Gather client feedback, identify themes, and translate insights into quantifiable service enhancements.

• Promote a client-first approach while balancing feasibility, contractual obligations, risks, and business objectives.

• Monitor client experience across various workstreams and address any gaps, conflicting messages, unmet commitments, or unresolved decisions.

• Assist Sales and Account Management by supporting client presentations, capability discussions, and responses to RFPs/RFIs.

• Lead meetings with clients to review status, readiness, progress, risks, decisions, and next steps.

• Guide the Client Onboarding and Education team.

• Facilitate communication among Operations, Clinical, Recruitment, Credentialing, Logistics, and other relevant teams.

• Serve as the escalation point for cross-workstream issues and ensure timely resolutions.

• Mentor and develop client-facing team members.

• Provide on-site leadership for client relationships and command center support during strike operations as necessary.

• Oversee client-facing closure processes.

• Assist with post-engagement client debriefs and identify potential future partnership opportunities.

• Collaborate with internal leaders on lessons-learned reviews and improvements in processes, tools, training, or services.

• Monitor client experience themes and propose enhancements related to service quality, relationships, and future opportunities.

• Engage in initial client discussions to articulate USN capabilities and shape deliverable experiences.

• Perform additional tasks as directed by management.

⛳️ Requirements

• A Bachelor’s degree is required, although relevant work experience may be accepted in lieu of a degree.

• At least 5 years of experience in a client-facing role within the staffing services industry and/or hospital settings is preferred.

• Experience in project coordination, operational support, or project management is essential.

• Familiarity with Bullhorn, HubSpot, Smartsheet, or similar systems is preferred.

• Strong technical skills, including proficiency in Microsoft Office, Outlook, Excel, Word, PowerPoint, and Smartsheet.

• Ability to quickly learn and adapt to new tools, technologies, systems, and operational procedures.

• Exceptional verbal and written communication skills.

• Ability to coordinate and lead client-facing and internal operational discussions.

• Capable of presenting to diverse audiences in virtual settings using video and screen sharing.

• Strong organizational, time management, prioritization, and follow-up skills.

• Ability to juggle multiple priorities in a fast-paced, high-pressure environment.

• Strong decision-making skills and the ability to interpret procedures, policies, and project requirements.

• High level of interpersonal skill and discretion with sensitive or confidential information.

• Ability to coordinate across various departments and functional areas.

• A demonstrated sense of urgency and accountability.

• Ability to cultivate and maintain professional relationships with internal teams and external stakeholders.

• Ability to remain calm, professional, and solution-oriented during high-stress situations.

• Flexible and adaptable to changing schedules, priorities, and tasks.

• Commitment to Integrity, Compassion, and Excellence.

• Proficient in using telephone, email, video conferencing, and face-to-face communication effectively.

• Ability to operate office equipment, including computers, copiers, scanners, cameras, phones, headsets, keyboards, and mice.

• Capacity to sit for extended periods at a keyboard and workstation.

• Ability to lift up to 15 pounds.

• Willingness to travel as needed.

🏝️ Benefits

• Health insurance.

• Dental insurance.

• Vision insurance.

• FSA/HSA.

• Company-paid life insurance.

• 401K with discretionary match.

• Paid time off.

• Paid parental leave.

• Tuition reimbursement.