Director Client Service Delivery (Remote)

Job Title:
Director Client Service Delivery (Remote)
Job Description
Join our award-winning “One Concentrix” team as a Director Client Service Delivery! The 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.)
A NEW CAREER POWERED BY YOU
Are you looking for a “work from home” career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a Fortune 500 company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then a remote Director Client Service Delivery position at Concentrix is the right place for you!
As a remote Director Client Service Delivery, you’ll join an organically diverse team from around the globe where all members contribute to and support each other’s success and wellbeing, proudly united as “game-changers.” Together, we serve as the intelligent transformation partner for the world’s best-known brands, delivering exceptional customer experiences with tech-powered innovation.
CAREER GROWTH AND PERSONAL DEVELOPMENT
This is a great “work from home” opportunity that will allow you to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and ongoing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of no-cost learning and leadership development programs designed to set you on your way to the kind of career you’ve always envisioned.
WHAT YOU WILL DO IN THIS ROLE
As a Director Client Service Delivery working from home, you will:
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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 QUALIFICATIONS
Your skills, integrity, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Director Client Service Delivery (Remote) role include:
3+ years experience managing operational customer service teams
18 Years of age or older with a completed High School Diploma or GED required
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
WHAT’S IN IT FOR YOU
One 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. In this role, you’ll also be provided with:
The base salary range for this position is $125,000- $140,000/annual CAD, plus incentives that align with individual and company performance. 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, a comprehensive employee assistance program (EAP), a registered retirement savings plan, paid time off, and holidays.
Paid training and lucrative employee referral program.
DailyPay enrollment option to access pay "early," when you want it.
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 inclusion and belonging, as well as global citizenship, sustainability, and community support.
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, Wise Owls (experienced), and more.
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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 half a million game-changers around the globe call Concentrix their “employer of choice.”
JOB AVAILABILITY
This 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 deadli