Account Director

The Account Director-Front Of House Services is responsible for ensuring client teams deliver exceptional, "white glove" service and operational excellence. This role provides hands-on leadership, drives continuous improvement, and fosters a culture of accountability and high performance. The Account Director proactively manages client relationships, oversees operations including Front of House services and adapts to evolving client needs and organizational changes.

Pay: $135,000.00

JOB QUALIFICATIONS

• Bachelor's degree or equivalent experience required.
• 8+ years of leadership in a national or global customer service environment.
• Proven track record in resolving contract performance issues and building client relationships.
• Experience managing large teams and multiple service lines, including Front of House operations.
• At least one year of business development experience.
• Minimum five years of financial management, with a strong understanding of P&L impact.
• Excellent client service skills with a service-minded approach; must remain calm and confident in stressful situations.

JOB DUTIES

• People leadership
• Directly supervise management, providing mentorship and supporting structured succession planning.
• Foster a collaborative team environment, emphasizing readiness, accountability, and continuous improvement.
• Support onboarding and development of new hires, ensuring rapid integration and contribution to service improvements.
• Execute modifications to organizational design and teams to optimize operational activity and improve client experience.
• Operations leadership
• Ensure client teams consistently meet or exceed service level agreements (SLAs) and deliver a premium, "white glove" client experience.
• Provide operational oversight, ensuring all business processes align with best practices and organizational standards.
• Champion best practices in service delivery, leveraging technology and systems for operational efficiency.
• Implement strategies to improve and standardize all aspects of operations.
• Ensure operational controls and management information and reporting requirements are fulfilled.
• Oversee Front of House services as part of the overall client experience.
• Drive operational excellence initiatives, including process improvement, knowledge management, and complaint resolution.
• Promote a culture of high performance, learning, and quality.
• Identify and mitigate operational, compliance, and financial risks.
• Investigate and resolve issues escalated by the client, communicating significant matters to the appropriate leadership.
• Financial and Contract Management
• Ensure operational controls are in place to manage budget and maintain profitability.
• Lead contract negotiations, renewals, and amendments as required.
• Develop and execute strategic account plans in alignment with client and organizational goals.
• Customer & account leadership
• Develop and maintain effective client relationships with operational counterparts.
• Address and escalate client concerns promptly, maintaining a sense of urgency and professionalism.
• Support upselling and cross-selling of new services, as well as renewal and periodic price adjustment (PPA) processes as required.
• Maintain appropriate communications channels with clients, the field, and offsite leadership.
• Partner with functional teams to implement appropriate policies, internal controls, and reporting.
• Highlight operational, compliance, and financial risk areas.
• Participate as a key project team member in new business implementation.
• Follow delegations of authority for operations team.

Who we are: In a rapidly changing world, the ability to innovate and break new ground drives progress. Williams Lea has harnessed this ability for more than 200 years.

Our 5,200+ talented employees worldwide are experts in delivering efficient business processes in complex and highly regulated environments.

We're always progressing. Connecting technology with expertise and strong processes to transform support services. As we enter our third century, we continue helping businesses thrive in a future driven by digitization and virtualization.

It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.