Director of Client Operations

Location: Remote, South Africa

Employment Type: Full-Time, ICA

Schedule: U.S. Business Hours overlap required (Est. 8:00 AM – 5:00 PM EST or PST)

Compensation: Highly negotiable depending on experience

Reports To: Chief Operating Officer / Chief Executive Officer

About the Company

Our client is an established, high-growth offshore professional services and legal organization focused on connecting North American law firms with top-tier international talent.

The organization combines specialized legal solutions with modern operational frameworks to support continued global expansion, client satisfaction, and operational efficiency.

They are looking for a highly organized, results-driven Director of Client Operations who can independently lead client account management, refine fulfillment workflows, manage client retention, and optimize service delivery standards.

This is an execution-heavy operational leadership role for someone who enjoys being close to the client experience, building repeatable account management systems, driving team accountability, and eliminating client churn.

This is not an account executive sales role. The successful candidate will be expected to oversee the end-to-end client journey post-sale, from onboarding and placement fulfillment through health tracking, escalation management, retention, and service optimization.

Role Overview

The Director of Client Operations will own client account health, retention, and operational delivery across the client portfolio.

Approximately 80% of the role will focus on active account management oversight, service delivery execution, team leadership, and client problem-solving, with approximately 20% focused on operational reporting, process documentation, and tracking systems.

The ideal candidate can evaluate client workflows, identify friction points in delivery, and implement process improvements that drive client satisfaction and lifetime value.

This includes:

Overseeing client onboarding, account management workflows, and service delivery
Managing Account Managers and Client Success Specialists to enforce operational KPIs
Monitoring client health metrics, NPS, and retention benchmarks to prevent churn
Serving as the primary internal escalation point for complex client challenges
Designing standard operating procedures (SOPs) for client management
Collaborating with recruitment leads to align placement fulfillment with client specs

The successful candidate should be comfortable managing client relationships, leading remote teams, enforcing accountability, and resolving operational blockers independently.

Key Responsibilities

Client Retention & Account Health Management

Own overall client retention metrics and design strategies to proactively reduce churn across the client base.
Monitor client health scores, feedback loops, and placement success metrics.
Handle high-level client escalations, service remediations, and critical account reviews.

Service Delivery & Process Optimization

Standardize the client onboarding journey to ensure smooth transitions from sales to active service.
Audit client operations workflows to remove bottlenecks and improve fulfillment speed.
Establish clear SLAs and operational frameworks for ongoing client communications and support.

Team Leadership & Performance Management

Lead, mentor, and manage the Account Management and Client Success teams.
Track team KPIs, response times, and resolution rates to ensure high-quality service delivery.
Conduct regular performance reviews and provide operational coaching to account leads.

Hard Skills & Qualifications

6+ years of experience in Client Operations, Account Management Leadership, or Client Success within B2B service or staffing agencies.
Proven track record of managing high-volume client portfolios and improving retention/LTV.
Strong leadership experience managing distributed remote teams in U.S. time zones.
Deep experience establishing operational SLAs, client onboarding frameworks, and escalation processes.
Advanced proficiency with CRM systems, ticketing platforms, and project management tools.
Superior written and spoken English communication skills.

Preferred Tools

Experience with some combination of:

HubSpot, Salesforce, or modern CRM platforms
ClickUp, Asana, or comparable project management software
Google Workspace & Microsoft Excel
Helpdesk/Ticketing platforms (Zendesk, Front, or similar)

Soft Skills

Exceptional client-facing communication and diplomacy
Strong leadership and team-management instincts
Highly organized with strong attention to detail
Calm and decisive under pressure when handling client escalations
Analytical and process-driven approach to service operations

About the Ideal Candidate

The ideal candidate is a proactive client operations leader who balances client advocacy with operational discipline. You take pride in maintaining immaculate account health metrics, resolving complex client challenges with calm authority, and mentoring account managers to deliver elite service.

You view client retention as an operational discipline rather than luck, constantly seeking ways to refine workflows, reduce client effort, and turn satisfied clients into long-term partners.

Why This Role Matters

Client retention is the bedrock of recurring revenue. By building standard service frameworks, eliminating account friction, and leading the account management team with clear SLAs, the Director of Client Operations ensures that every client experiences consistent, white-glove service that drives lifetime value and protects agency margin.

Director of Client Operations - 65663505068