Director, Operations

Job Title: Client Director

Reports To: The Client Director will report to the Managing Vice President, or equivalent leadership.

Job Overview:

The Client Director is responsible for the operational and financial health of highly visible clients, and provide solutions for all client, site management and staff issues. 

Duties and Responsibilities:

• Responsible for both the operational and financial health of highly visible clients.
• Establish and maintain accountability with all leaders in their organization.
• Main point of contact/liaison between SPS and highly influential clients.
• Nurtures a strong relationship with sales and other teams as an effort to help grow and move the business forward (i.e. in some cases, helps to identify new business to add-on opportunities which may include participating in RFP/sales presentations).
• Interface with SPS executive leadership on key decisions.
• Solutions all client, site management and site staffer issues.
• Effectively coach/train/mentor subordinate leaders to ensure succession plans.
• Standardize policies and procedures including statistical monthly reporting and benchmarks.
• Coordinate, implement and oversee any special projects specific to the client/operation.
• Maintain communication with the COO regarding the operation.
• Assist with employee relations concerned, and make determinations with other appropriate parties (such as Human Resources) on performance management issues.
• May conduct contract renewal negotiations in partnership with Sales.
• Coordinate and handle vendor negotiations.
• Manage site proformas in terms of hours, gross margin spread, profitability and growth.

• Lead account reviews with clients.

Competencies:

• Background in managing a large people organization/region employees.
• Proven ability to thrive in high growth environments.
• Strategically plans and executes key business objectives.
• A direct or relatable background to Managed Services (i.e. Worked for a Vendor/Service Provider or BPO organization).
• Industry Specific Expertise: Mass Mail Processing/Shipping/Receiving, Document Printing/Scanning, Warehouse Management, Records Management.
• Driven by implementing efficiency, technology, and process improvement.
• Has strategic vision and able to execute a plan to success.
• Ability to interact effectively and build strong relationships with C-level and highly influential clients.
• Expertise diffusing and creating solutions to client service matters.
• Technology- Has a strong understanding of technology utilized in managed services, embraces, and implements technology and efficiency where possible.
• Executive level communication skills- Has highly developed skills presenting to clients, preparing presentations, and leading teams to success!
• Highly developed people skills with expertise in creating a top tier work environment where employees are highly engaged.

Qualifications and Education Requirements:

• Bachelor’s Degree or higher preferred.
• Minimum of 8-10+ years of experience in high-level relationship building and operational management.
• Previous multi-site management experience is highly preferred since this position may oversee employee organizations of 100+ employee based in multiple locations.

• Program/Project Management experience is a plus.
• Proven ability to successfully coach/train/mentor front line managers and staff.
• Ability to build business relationships and interact effectively with “C” level executives.
• A strong understanding of P&L management, finance, managing budgets and working in a customer metrics driven environment.
• Previous experience partnering with HR/Recruiting/Training/Finance and senior leadership to ensure SLAs are met.
• Must have experience managing exempt level direct reports and overseeing a large people organization
• Solid understanding of selling skills.
• Exceptional computer skills.
• Industry related experience a plus.
• Driven by client satisfaction, with proven track record of diplomacy and ownership.
• Strong integrity, solid business ethics.
• Strong team approach to account management.
• Creative strategic thinking and performance.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Physical Demands:

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).

• Physically able to talk on the phone and input data simultaneously.
• Ability to lift or move 40 lbs. or greater frequently.
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness.

Travel: Some travel is required for this position. Approximately up to 25%.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do.
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees.
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.
• Bonuses: Are available for employee and client referrals for current employees.
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

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About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.

Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.

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At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

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Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.