Senior Director, Client Results Join our dynamic team as the Senior Director of Client Results and become the driving force behind our strategic account management and client partnerships. With your leadership, we will set the standard for operational excellence and customer satisfaction . Purpose of Your Role As the Senior Director, Client Results, you will assume a leadership role of strategic significance, providing direction and oversight for the day-to-day operations of key accounts. This senior-level position demands an elevated strategic perspective and an exceptional ability to optimize operational performance. Your primary responsibility is to lead cross-functional efforts, devising and implementing performance strategies that not only enhance execution but maximize results. A strong emphasis will be placed on influencing key performance indicators (KPIs), customer care, quality assurance, workforce planning, recruiting, coaching, and training. Qualification P&L Responsibility: Take full ownership of the entire book of business and individual accounts Identify and capitalize on additional revenue streams within the existing client base Agent Engagement and Advancement: Implement sophisticated strategies to manage attrition rates, incentives, rewards, SOW (statement of work adherence), quality, and communication Continuously optimize performance to elevate agent productivity and overall performance Business Calibration: Drive high-level cross-functional calibration with support functions and teams Conduct regular high-stakes touchpoints with clients, directors, managers, advocates, and agents Manage communication effectively with Client Results leader and senior level leadership, providing strategic insights Establish and maintain an efficient information flow between the Client Results team and cross functional teams Serve as Client Results team advocate and liaison for company-wide projects and initiatives Employee Management : Assume a hands-on role in day-to-day resource management, including sourcing, coaching, performance management, and employee development Lead the training of departmental managers, ensuring a high level of competence Spearhead succession planning efforts, ensuring the continuity of leadership Foster an inclusive and empowering work environment, mentoring and developing the team for sustained excellence Provide advanced tools and training to ensure continuous improvement and career growth Budget Support: Execute against an advanced annual department budget, aligning operational goals with strategic objectives Oversee performance optimizations to maintain and maximize profitability Essential Job Functions Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation. Ability to sit or stand at a desk for extended periods of time while working on a computer. Available for virtual meetings in a non-distracted environment. Ability to work independently and meet deadlines. Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays. Up to 10% travel per year. About Liveops Liveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com. Eligibility Requirements: Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future. Equal Opportunity Employer Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.