Senior Director of Client Success at National Debt Relief, LLC

Overview:

The Senior Director of Client Success (CS) is an experienced executive reporting to the Chief Client Operations Officer and leads a virtual team across the United States working collaboratively across the National Debt Relief enterprise. This role is responsible for leading a complex everyday communication with our clients and providing a best-in-class service.

 

Responsibilities:

• Oversee operational excellence for the Client Success partnering with cross-functional teams including but not limited to: Workforce Management (WFM), Quality, Client Experience, Finance and Learning & Development.
• Oversee all aspects of a high performing customer service teams on client accounts and ensure KPIs are met and exceeded.
• Provide the Chief Client Operations Officer with insights and data to support efficiency gains and growth opportunities.
• Improve our clients’ experiences using analytics to develop business strategies for continuous improvement.
• Collaborate with the executive management team to meet operational objectives, aligning with departmental strategy and overall goals of the organization.
• Report key business metrics and trends against organizational goals and objectives, including adherence to policies.
• Contribute to the development of operational standards, procedure, and strategies to facilitate departmental growth.
• Create positive team culture in accordance with our company values.
• Develop and implement efficient operations through key initiatives and projects within budget.

Qualifications:

• Bachelor’s degree preferred.
• 12 years’ professional operations experience in a call or contact center environment required.
• 6 years’ experience in a senior leadership or consulting role focused on managing and delivering strategic programs required.
• Experience in creating strategies to increase client satisfaction and reduce client churn.
• Proven record driving NPS, eNPS, CSAT and all efficiency metrics within a contact center.
• Experience working for a brand that is known for delivering world class client success.
• Proven experience leading high performing virtual teams.
• Driving accountability for performance at every level.
• Not afraid to get in the weeds and be the face of our U.S. teams.
• Exceptional interpersonal skills, highly self-aware, and emotionally intelligent.
• Demonstrated ability to analyze and interpret qualitative and quantitative data.
• Excellent understanding of operations, change management and transformation with a proven record of demonstrating success.
• Proven ability to lead successful implementation and execution of projects that improve customer facing operations.
• Strong time management skills, with the ability to manage multiple priorities under shifting deadlines in a fast-paced environment.

About National Debt Relief:

 

 

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

 

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

 

National Debt Relief is a certified Great Place to Work®!

Forbes names National Debt Relief Best Debt Settlement Company of 2024!

Fortune names National Debt Relief Among Best Workplaces in New York!

3X Award Winner for Best Customer Service, Best Experience with Staff, and Best for Transparency by Consumer Affairs!

Compensation Information: Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $168,000.00 - $212,000.00 Benefits:

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount

 

National Debt Relief is a certified Great Place to Work®!

 

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

 

For information about our Employee Privacy Policy, please see here
For information about our Applicant Terms, please see here

 

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