Director of Client Experience

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

📋 Description

• Develop and implement strategies for client engagement and service delivery within the third-party administration (TPA) portfolio.

• Lead and cultivate a high-achieving Client Experience team, establishing expectations and accountability for both client and business outcomes.

• Act as the primary relationship leader for clients, brokers, consultants, carriers, vendors, and internal executives.

• Oversee comprehensive client service delivery for TPA claims programs, including account management, issue resolution, reporting, contract administration, renewals, implementations, and communication.

• Manage activities related to contract administration and renewal, including contract profiles, key dates, pricing adjustments, approvals, signatures, and cross-departmental coordination.

• Create, approve, maintain, and distribute client-specific service instructions.

• Serve as the senior escalation point for complex client issues, service challenges, claims inquiries, compliance issues, and operational hurdles.

• Collaborate with claims operations to track claim performance, quality, closing ratios, reserves, litigation trends, turnaround times, diary compliance, responsiveness, and adherence to service levels.

• Engage with carriers, insurers, vendors, legal partners, loss control resources, and technology vendors to fulfill client goals.

• Develop standardized procedures for TPA client service, including workflows, communication standards, claim review protocols, stewardship processes, and escalation practices.

• Analyze client feedback, claim trends, loss data, service metrics, and performance reports to pinpoint areas for improvement and propose solutions.

• Shape retention and growth strategies in conjunction with sales, business development, and executive leadership; assist with opportunities, proposals, RFP/RFI responses, pricing strategies, organic growth, and cross-selling.

• Lead the onboarding and implementation process for new TPA clients, covering service calendars, funding, invoicing, data conversion, system configuration, access, reporting, coding, regulatory setup, staffing, kickoff, readiness, and follow-up.

• Address client technology and reporting needs, including claims-system access and training, custom and scheduled reports, data feeds, conversions, reconciliations, and data-quality validation.

• Establish service calendars and governance routines for accounts; monitor decisions, ownership, deadlines, aging items, commitments, and risks.

• Manage staffing transitions impacting clients, including communication plans, approvals, candidate qualifications, interviews, interim coverage, and maintaining service continuity.

• Collaborate with finance and operations regarding trust accounts, prefunding, invoicing, fee schedules, contract pricing, payment reporting, and financial inquiries.

• Oversee audits involving clients, carriers, brokers, and internal operations; track corrective actions and ensure commitments are fulfilled.

• Prepare and present client business reviews, claim review materials, stewardship reports, performance dashboards, renewal summaries, and executive presentations.

• Ensure client service practices comply with laws, insurance regulations, contracts, privacy obligations, carrier guidelines, and internal TPA policies.

• Appropriately escalate technical claim issues while adhering to delegated authority and established claim-handling, legal, regulatory, and settlement protocols.

• Set departmental priorities and guide staffing, resources, performance standards, service commitments, budget management, and client satisfaction objectives.

• Establish team performance metrics and take corrective actions when results do not meet expectations.

• Promote ownership, responsiveness, professional judgment, claims advocacy, and a culture of continuous improvement.

• Maintain targets for client retention, satisfaction, renewal, implementation, escalation, reporting, service levels, audits, and account-record performance.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Risk Management, Insurance, Healthcare Administration, Human Resources, or a related field; equivalent experience may be considered.

• At least 8 years of progressive experience in client services, account management, claims administration, third-party administration, insurance brokerage, carrier operations, risk management, or a similar service environment.

• Minimum of 3 years of leadership experience managing client-facing teams in a TPA, claims, insurance, or risk management context.

• Proven experience managing complex relationships with employers, brokers, carriers, or consultants and resolving escalated service or claims-related issues.

• In-depth understanding of TPA operations, claims administration, contractual service levels, executive reporting, stewardship, claim review practices, compliance expectations, and client communication standards.

• Familiarity with one or more claims lines, such as workers’ compensation, general liability, property, auto, disability, leave administration, or employee benefits.

• Exceptional verbal, written, presentation, and executive communication skills, including the ability to convey claims and service issues clearly to clients and internal stakeholders.

• Demonstrated ability to analyze loss data, claim trends, service metrics, and operational performance to generate actionable recommendations.

• Strong organizational, problem-solving, project management, and cross-functional leadership skills.

• Proficiency in Microsoft Office applications and experience with claims management, RMIS, CRM, or client service platforms.

• Experience in a third-party administrator, claims management organization, insurance brokerage, carrier, self-insured employer program, or risk management services firm.

• Familiarity with self-insured, high-deductible, loss-sensitive, or administratively serviced insurance programs.

• Experience working with municipalities, public agencies, or other public-sector entities, including public contracting, statutory claim requirements, governing board or council processes, and coordination with public counsel.

• Knowledge of claims lines such as workers’ compensation, general liability, auto liability, property, professional liability, disability, leave administration, employee benefits, or other relevant claims lines.

• Experience leading claim reviews, client stewardship meetings, quarterly business reviews, renewal strategy meetings, or executive-level client presentations.

• Professional designations or certifications related to claims, insurance, risk management, benefits, or project management are advantageous, such as ARM, AIC, CPCU, WCP, SHRM, CEBS, or PMP.

• Willingness to travel as required.

• Exhibit sound judgment and discretion in managing sensitive client, financial, contractual, and claims-related information.

🏝️ Benefits

• Travel as necessary to strengthen client relationships, lead stewardship and executive presentations, engage with the industry, and align internal teams.

• Leadership opportunities outside of standard business hours when urgent client or operational issues require immediate executive attention.