Join our dynamic team as the 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.

The Purpose of Your Role

The Director of Client Results will play a pivotal role in leading and directing the day-to-day operations of designated accounts. As the accountable leader for overall operations and performance, this role requires a strategic mindset to enhance execution and maximize results. The incumbent will collaborate cross-functionally to develop, implement, and optimize support initiatives, with a focus on key performance indicators (KPIs), customer care, quality assurance, workforce planning, recruiting, coaching, and training.

The Qualifications We’re Looking For

•         Bachelor’s Degree or equivalent years of work experience required

•         5-7 years of contact center/BPO experience, with 3-4 years of leadership experience

•         Proven track record of success

•         Strong interpersonal and collaboration skills

•         Experience interacting and influencing client outcomes

•         Executive presence

•         Strong organizational, multitasking, and time management skills

•         Willingness to travel 7-10% as needed

The Competencies You Bring

Dealing with Ambiguity * Negotiating * P&L Ownership * Presentation Skills * Strategic Thinking

The Value You Deliver

Development and Execution of Strategic Account Plan

o   Ensure overall success of programs and account health

o   Define and manage metrics, ensure customer satisfaction, and report performance levels

o   Establish quantitative and qualitative metrics, guidelines, and standards; along with identifying areas of improvement.

Client Partnerships:

o   Serve as the escalation point of contact for client interactions

o   Develop strong client partnerships

o   Strategize planning, developing, and directing the customer service program

Growth and Profitability Strategies:

o   Coordinate resources to meet client expectations and satisfaction levels

o   Foster business innovation for increased performance and adoption

o   Lead multiple projects, ensuring strong integration across the organization

o   Ensure Managers and Client Result Associates are trained on platforms and reporting tools

P&L Responsibility:

o   Manage the entire book of business and individual accounts

o   Identify additional revenue streams within the install base

Agent Engagement and Advancement:

o   Manage attrition rates, incentives, rewards, SOW (statement of work) adherence, quality, and communication

o   Implement performance optimization strategies for improved agent productivity and performance

Business Calibration:

o   Drive cross-functional calibration with support functions and teams

o   Conduct regular touchpoints with clients, Client Results team and agents

o   Manage communication with Client Results leaders and senior leadership

o   Establish effective information flow between Client Results team and cross functional teams

Employee Management:

o   Manage day-to-day resources, including sourcing, coaching, performance management, and employee development

o   Participate in the training of departmental managers

o   Responsible for succession planning

o   Foster a productive and empowering work environment

o   Mentor and develop team members and encouraging collaboration and knowledge-sharing

Budget Support:

• Execute against established annual department budget to attain business goals with operational stability

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 required 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.