Job Title:
Sr Director Client Service Delivery (Remote)
Job Description
The Senior Director Client Service Delivery provides strategic leadership for global service delivery operations, with accountability for client performance and relationship, operational excellence, financial outcomes, and business growth. This role drives continuous improvement across people, process, technology, and governance to deliver exceptional customer experiences and scalable business results. (Military veterans are encouraged to apply.)
WHAT YOU WILL DO IN THIS ROLE As a Senior Director Client Service Delivery working from home, you will:- Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.
- Responsible for Profit and Loss, or Profit Center/Cost Center Budgets.
- Create a culture and processes which achieve the business goals and objectives with regards to their customer service.
- Maintain relationship with customers in order to facilitate open communication, understand client and perspectives and objectives, and monitor customer satisfaction.
- Drive continuous operating improvement and quality performance of regional metrics such as quality, productivity, staffing, attrition and cost, empower and engage the Customer Service Team.
- Identify new tools and technologies to better serve the customer.
- Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
- Define, negotiate and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning to plan the required resource in conjunction with business objectives and service level agreements.
- Work effectively with all peers and stakeholders, including Commercial, Finance, Marketing, and Operations to negotiate and influence customer improvements.
- Manage client relationships, providing performance visibility, market trend insights, and innovative, data-driven suggestions for growth and performance improvements.
- Exhibit exceptional client and internal stakeholder management skills.
- Drive standardization across sites and geographies globally.
- Lead teams to meet and exceed all KPIs, ensuring exceptional customer experiences. Initiate and lead back to green plans when performance is not meeting client targets.
- Oversee the establishment of new sites globally.
- Provide thought leadership internally and externally across the account to present Concentrix solutions that support client business objectives.
YOUR QUALIFICATIONSYour skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Senior Director Client Service Delivery (Remote) role include:- 3+ years experience managing operational customer service teams
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Ability to travel globally
- Willingness to support global time zones hours of operation
- Proven Management and/or relationship experience at a senior client level roles
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
- Proven track record of tying Concentrix solutions to exceed client expectations
- Established track record of engaging and influencing higher level internal leadership to drive urgency and fast track results when performance is not on target
- Demonstrate ability to motivate and communicate with others at all levels
- Influential relationships skills at all. Able to use these relationships to deliver service improvements.
- Excellent communication and negotiation skills
- Able to adapt and succeed in a changing environment
- Evidence of well-developed leadership skills
- Must reside in the United States and have a valid U.S. address for residence
WHAT’S IN IT FOR YOUOne of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we’ll invest in YOU to aid in your career path and in your personal development. Benefits available to eligible U.S. employees in this role include:
- The base salary range for this position is $150,300- $167,000/hr. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid training days.
- DailyPay enrollment option to access pay "early," when you want it
- Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
- Health and wellness programs with trained partners to help promote a healthy you
- Mentorship programs that support your rewarding career journey
- Work-from-home convenience with company-supplied technologies
- Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
- Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
REIMAGINE THE BEST VERSION OF YOU! If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game-changers around the globe call Concentrix their “employer of choice.”
JOB AVAILABILITYThis position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible. The deadline to apply for this position is: 5/22/26.
ACKNOWLEDGEMENTS:Physical and Mental Requirements
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Location:
USA, GA, Work-at-Home
Language Requirements:
Time Type:
Full time
Physical and Mental Requirements:
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
