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Director Client Services

5f419632 2c16 43e2 8c53 183953f8c32c 19000101 000001 · Hollywood, FL, US, Hollywood, FL; Norcross, GA, US, Norcross, GA · Active · $80,000–$100,000 / year · ADP Workforce Now Recruiting

Job facts

FieldValue
Company5f419632 2c16 43e2 8c53 183953f8c32c 19000101 000001
TitleDirector Client Services
Normalized title-
Department / team-
LocationHollywood, FL, United States
Work model-
Employment typeFull Time
Salary$80,000–$100,000 / year
Statusactive
ATS providerADP Workforce Now Recruiting
Posted / first seen2026-04-10 / 2026-05-31
Changed / last seen2026-06-19 / 2026-06-19

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Provider filtered searchThe same provider as a filtered job collection.Open
City jobsActive postings in Hollywood.Open
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Linked records

Company5f419632 2c16 43e2 8c53 183953f8c32c 19000101 000001
Source2265249b-964f-45bb-ae91-3ca22caf80dc
ATS providerADP Workforce Now Recruiting

Description

We are the world’s largest emblem manufacturer and embroidery services with 8 strategic locations throughout the US, Canada, Mexico, and Europe. We have been trusted year after year by customers for over 30 years to provide high-quality products and embroidery services that help customers create a great look, and memorable experiences, and promote their brand. We offer a wide variety of emblem options, ranging from traditional embroidered to FlexStyle patches and everything in between. Our culture is represented by our Core Values: Stay positive, Get the Job Done, Keep Smart, 100% Committed to the team and Continuous Improvement. JOB SUMMARY The Director of Client Service is a senior leadership role responsible for defining and executing the strategic vision for the Company’s client service organization. This position leads the modernization of the client experience model by integrating operational excellence, customer-centric service design, knowledge management, digital enablement, and AI-driven capabilities. The Director will evaluate the current state of client service operations, establish a future-state service strategy, and lead enterprise-wide improvements that increase responsiveness, service quality, scalability, and customer loyalty. This role requires an experienced, forward-thinking leader with the ability to transform a traditional service function into a high-performing, technology-enabled organization capable of supporting long-term growth and AI-assisted, and eventually agent-to-agent, service interactions. This position serves as the senior business owner for client service transformation, workforce capability, service standards, knowledge systems, and customer experience performance ESSENTIAL DUTIES AND RESPONSIBILITIES Define and lead the strategic roadmap for transforming the Client Service function into a scalable, modern, high-performance organization aligned with enterprise growth objectives. Serve as the senior leader responsible for redesigning service delivery, workforce capability, operating structure, communication standards, and customer experience processes. Assess current-state service operations, organizational capabilities, workflows, service failures, knowledge gaps, and customer friction points; prioritize and execute high-impact improvements. Build a future-state Client Service operating model that integrates human support, AI-assisted service, knowledge-centered service, automation, and long-term agent-to-agent interaction capabilities. Lead the evaluation, selection, implementation, and optimization of AI-enabled service tools, automation platforms, workflow systems, and service technologies that improve customer experience and operational performance. Establish enterprise service standards, governance, and operating discipline for response times, issue resolution, escalation management, communication quality, service consistency, and customer satisfaction. Own and elevate service performance management through KPI governance, dashboards, operating reviews, trend analysis, root cause analysis, and continuous improvement disciplines, expanding on the current role’s emphasis on monitoring KPIs and managing abnormalities. Design and institutionalize a robust knowledge management framework, including knowledge capture, maintenance, content quality standards, governance, and accessibility to support both employees and AI-enabled systems. Strengthen the organization’s Voice of Customer capability by converting customer feedback, survey data, service trends, and escalation patterns into strategic recommendations and measurable business improvements, building on related expectations in the current role. Lead the development of a client-centric service culture that emphasizes accountability, responsiveness, professionalism, innovation, collaboration, and continuous improvement. Build organizational capability through leadership development, succession planning, performance coaching, talent assessment, onboarding strategy, cross-training, and role redesign, extending the current role’s people leadership responsibilities Partner cross-functionally with Operations, Sales, IT, Commercialization, Production, Quality, and Executive Leadership to align the client experience with business strategy and operational execution. Establish resource planning and organizational design strategies that ensure the team can meet service demand, quality expectations, and future growth requirements. Oversee service-related controls for remakes, credits, escalations, exceptions, and customer-impacting operational issues to ensure timely resolution and accountability, reflecting current responsibilities in the existing role WE_JOB DESCRIPT...visor.docx. Lead transformation governance, stakeholder alignment, communication planning, and change adoption efforts to ensure successful implementation of new service models, tools, and workflows. Present strategic recommendations, progress updates, risks, and performance outcomes to executive leadership QUALIFICATIONS To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions. SKILLS Proficient in AI and technology used for Client Service teams High Emotional EQ Problem Solving Leadership skills Previous success in quality client service management Previous experience with problem solving creativity and resourcefulness Process driven for success EDUCATION / EXPERIENCE Technical degree, college degree Minimum 5 years management experience leading a Client Service Team Knowledge of technology used in today’s Client Service environment including AI World Emblem is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. World Emblem is proud to be a drug free workplace. All applicants will undergo a criminal background check, pre-placement drug screen, and are in compliance with E-Verify

Full job record

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Source ID2265249b-964f-45bb-ae91-3ca22caf80dc
Board ID2265249b-964f-45bb-ae91-3ca22caf80dc
Provideradp_workforcenow
Provider Job Key933660
TitleDirector Client Services
Normalized Title—
Statusactive
Activeyes
Location TextHollywood, FL, US, Hollywood, FL; Norcross, GA, US, Norcross, GA
Department—
Team—
Employment Typefull_time
Workplace Type—
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CountryUnited States
RegionFL
CityHollywood
Salary Raw80000.00 To 100000.00 (USD) Annually
Salary Min80,000
Salary Max100,000
Salary CurrencyUSD
Salary Periodyear
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First Seen At2026-05-31 18:23:20Z
Last Seen At2026-06-19 13:25:10Z
Last Checked At2026-06-19 13:25:10Z
Last Changed At2026-06-19 13:25:10Z
Inactive At—
Source Posted At2026-04-10 18:46:00Z
Source Updated At—
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    "requisitionDescription": "<div><div><div><div><div><p style=\"margin-left:0in;\" data-pasted=\"true\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">We are the world&rsquo;s largest emblem manufacturer and embroidery services with 8 strategic locations throughout the US, Canada, Mexico, and Europe. &nbsp;We have been trusted year after year by customers for over 30 years to provide high-quality products and embroidery services that help customers create a great look, and memorable experiences, and promote their brand. We offer a wide variety of emblem options, ranging from traditional embroidered to FlexStyle patches and everything in between. Our culture is represented by our Core Values: Stay positive, Get the Job Done, Keep Smart, 100% Committed to the team and Continuous Improvement.&nbsp;</span></p><div style=\"margin-left:0in;\" data-pasted=\"true\"><h1 style=\"margin-left:0in;\" id=\"_Toc24018255\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">JOB SUMMARY</span></h1></div><p style=\"margin-left:0in;\" data-pasted=\"true\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">The Director of Client Service is a senior leadership role responsible for defining and executing the strategic vision for the Company&rsquo;s client service organization. This position leads the modernization of the client experience model by integrating operational excellence, customer-centric service design, knowledge management, digital enablement, and AI-driven capabilities. The</span><span style=\"font-size: 16px; font-family: arial, sans-serif;\">&nbsp;Director will evaluate the current state of client service operations, establish a future-state service strategy, and lead enterprise-wide improvements that increase responsiveness, service quality, scalability, and customer loyalty. This role requires an experienced, forward-thinking leader with the ability to transform a traditional service function into a high-performing, technology-enabled organization capable of supporting long-term growth and AI-assisted, and eventually agent-to-agent, service interactions.&nbsp;</span><span style=\"font-size: 16px; font-family: arial, sans-serif;\">This position serves as the senior business owner for client service transformation, workforce capability, service standards, knowledge systems, and customer experience performance</span></p><p style=\"margin-left:0in;\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\"><strong>ESSENTIAL DUTIES AND RESPONSIBILITIES</strong></span></p><div style=\"margin-left:0in;\" data-pasted=\"true\"><ul type=\"disc\" data-pasted=\"true\"><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Define and lead the strategic roadmap for transforming the Client Service function into a scalable, modern, high-performance organization aligned with enterprise growth objectives.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Serve as the senior leader responsible for redesigning service delivery, workforce capability, operating structure, communication standards, and customer experience processes.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Assess current-state service operations, organizational capabilities, workflows, service failures, knowledge gaps, and customer friction points; prioritize and execute high-impact improvements.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Build a future-state Client Service operating model that integrates human support, AI-assisted service, knowledge-centered service, automation, and long-term agent-to-agent interaction capabilities.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Lead the evaluation, selection, implementation, and optimization of AI-enabled service tools, automation platforms, workflow systems, and service technologies that improve customer experience and operational performance.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Establish enterprise service standards, governance, and operating discipline for response times, issue resolution, escalation management, communication quality, service consistency, and customer satisfaction.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Own and elevate service performance management through KPI governance, dashboards, operating reviews, trend analysis, root cause analysis, and continuous improvement disciplines, expanding on the current role&rsquo;s emphasis on monitoring KPIs and managing abnormalities.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Design and institutionalize a robust knowledge management framework, including knowledge capture, maintenance, content quality standards, governance, and accessibility to support both employees and AI-enabled systems.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Strengthen the organization&rsquo;s Voice of Customer capability by converting customer feedback, survey data, service trends, and escalation patterns into strategic recommendations and measurable business improvements, building on related expectations in the current role.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Lead the development of a client-centric service culture that emphasizes accountability, responsiveness, professionalism, innovation, collaboration, and continuous improvement.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Build organizational capability through leadership development, succession planning, performance coaching, talent assessment, onboarding strategy, cross-training, and role redesign, extending the current role&rsquo;s people leadership responsibilities</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Partner cross-functionally with Operations, Sales, IT, Commercialization, Production, Quality, and Executive Leadership to align the client experience with business strategy and operational execution.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Establish resource planning and organizational design strategies that ensure the team can meet service demand, quality expectations, and future growth requirements.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Oversee service-related controls for remakes, credits, escalations, exceptions, and customer-impacting operational issues to ensure timely resolution and accountability, reflecting current responsibilities in the existing role WE_JOB DESCRIPT...visor.docx.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Lead transformation governance, stakeholder alignment, communication planning, and change adoption efforts to ensure successful implementation of new service models, tools, and workflows.</li><li style=\"margin-left: 0in; font-size: 16px; font-family: arial, sans-serif;\">Present strategic recommendations, progress updates, risks, and performance outcomes to executive leadership</li></ul></div><div style=\"margin-left:0in;\" data-pasted=\"true\"><h1 style=\"margin-left:0in;\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">QUALIFICATIONS</span></h1><p style=\"margin-left:0in;\" data-pasted=\"true\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skill, and/or ability required.&nbsp;</span><span style=\"font-size: 16px; font-family: arial, sans-serif;\">Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions.</span></p></div><div style=\"margin-left:0in;\" data-pasted=\"true\"><h1 style=\"margin-left:0in;\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">SKILLS</span></h1></div><p style=\"margin-left:0in;\" data-pasted=\"true\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">Proficient in AI and technology used for Client Service teams</span></p><p style=\"margin-left:0in;\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">High Emotional EQ&nbsp;</span></p><p style=\"margin-left:0in;\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">Problem Solving</span></p><p style=\"margin-left:0in;\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">Leadership skills</span></p><p style=\"margin-left:0in;\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">Previous success in quality client service management</span></p><p style=\"margin-left:0in;\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">Previous experience with problem solving creativity and resourcefulness</span></p><p style=\"margin-left:0in;\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">Process driven for success</span></p><p><span style=\"font-size: 16px; font-family: arial, sans-serif;\"><strong>EDUCATION / EXPERIENCE</strong></span></p><p style=\"margin-left:0in;\" data-pasted=\"true\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">Technical degree, college degree</span></p><p style=\"margin-left:0in;\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">Minimum 5 years management experience leading a Client Service Team</span></p><p style=\"margin-left:0in;\"><span style=\"font-size: 16px; font-family: arial, sans-serif;\">Knowledge of technology used in today&rsquo;s Client Service environment including AI</span></p><p style=\"margin-left:0in;\"><br></p><p style=\"margin-left:0in;\"><span data-pasted=\"true\" style='box-sizing: border-box; outline: none; --tw-shadow: 0 0 transparent; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,0.5); --tw-ring-offset-shadow: 0 0 transparent; --tw-ring-shadow: 0 0 transparent; color: rgb(38, 35, 33); font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; background-color: rgb(255, 255, 255); font-family: \"arial narrow\", sans-serif; float: none; display: inline !important;'>World Emblem is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.</span><span style='box-sizing: border-box; outline: none; --tw-shadow: 0 0 transparent; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,0.5); --tw-ring-offset-shadow: 0 0 transparent; --tw-ring-shadow: 0 0 transparent; color: rgb(38, 35, 33); font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; background-color: rgb(255, 255, 255); font-family: \"arial narrow\", sans-serif;'><br style=\"box-sizing: border-box; outline: none; --tw-shadow: 0 0 transparent; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,0.5); --tw-ring-offset-shadow: 0 0 transparent; --tw-ring-shadow: 0 0 transparent; color: rgb(38, 35, 33); font-family: verdana, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"></span><span style='box-sizing: border-box; outline: none; --tw-shadow: 0 0 transparent; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,0.5); --tw-ring-offset-shadow: 0 0 transparent; --tw-ring-shadow: 0 0 transparent; color: rgb(38, 35, 33); font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; background-color: rgb(255, 255, 255); font-family: \"arial narrow\", sans-serif; float: none; display: inline !important;'>World Emblem is proud to be a drug free workplace. All applicants will undergo a criminal background check, pre-placement drug screen, and are in compliance with E-Verify</span></p></div></div></div></div></div>\n",
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}
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