Director of Client Operations

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-drivenDirector of Client Operationswho 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
Overseeing client onboarding, account management workflows, and service delivery
* Managing Account Managers and Client Success Specialists to enforce operational KPIs
Managing Account Managers and Client Success Specialists to enforce operational KPIs
* Monitoring client health metrics, NPS, and retention benchmarks to prevent churn
Monitoring client health metrics, NPS, and retention benchmarks to prevent churn
* Serving as the primary internal escalation point for complex client challenges
Serving as the primary internal escalation point for complex client challenges
* Designing standard operating procedures (SOPs) for client management
Designing standard operating procedures (SOPs) for client management
* Collaborating with recruitment leads to align placement fulfillment with client specs
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.
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.
Monitor client health scores, feedback loops, and placement success metrics.
* Handle high-level client escalations, service remediations, and critical account reviews.
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.
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.
Audit client operations workflows to remove bottlenecks and improve fulfillment speed.
* Establish clear SLAs and operational frameworks for ongoing client communications and support.
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.
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.
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.
Conduct regular performance reviews and provide operational coaching to account leads.

Hard Skills & Qualifications
* 6+ years of ex