Director of Client Operations

Director of Client Operations

Salary Range: $90,000 – $108,000

Position Summary

The Director of Client Operations oversees the full lifecycle of client projects from initial setup through execution and completion while strengthening internal operational systems across the organization.

This role serves as the central operational hub connecting Business Development, Field, and internal operations to ensure projects are launched effectively, executed efficiently, and communicated clearly to clients at every stage.

The Director of Client Operations owns the client experience during active projects and is responsible for ensuring seamless project setup, strong cross-department coordination, and consistent, proactive communication that keeps clients informed and confident in delivery.

This role works closely with the Senior Director of People & Operations and the President to support company growth, improve internal systems, and ensure operational excellence across all programs.

Core Responsibilities

Project Intake & Setup (Pre-Execution Ownership)

• Lead project intake following signed agreements, ensuring all project details are accurately captured and operationalized

• Coordinate with legal counsel to prepare client contracts and agreements

• Manage contract execution process, including sending agreements via DocuSign and tracking completion

• Facilitate internal review and coordination of contract terms, including routing negotiation items between Field, Business Development, and leadership

• Support contract negotiations in collaboration with Field and Business Development, escalating items for final approval based on internal thresholds

• Set up projects in internal systems (e.g., QuickBooks, tracking tools, internal documentation)

• Review project budgets developed by the Field Department to ensure alignment with scope and operational expectations

• Facilitate internal project kickoff, aligning Field, Operations, and relevant teams on scope, timelines, and expectations

• Ensure Field teams are fully equipped with the information, materials, and context needed for successful project launch

• Identify and resolve any gaps in scope, resourcing, or logistics prior to project start
  

Client Success & Experience

• Serve as the primary point of contact for clients throughout project execution

• Own the overall client experience, ensuring clients feel informed, confident, and supported

• Provide proactive, structured updates on project progress, timelines, performance, and key milestones

• Translate field operations updates into clear, concise, and client-friendly communication

• Ensure alignment around project scope, deliverables, timelines, and expectations

• Anticipate client needs and proactively request required inputs (e.g., branding assets, approvals, materials)

• Address and resolve client concerns in a timely and solutions-oriented manner

• Act as an escalation point for client issues and ensure clear communication through resolution

• Ensure all contractual services are delivered successfully and expectations are consistently met or exceeded

Project Oversight & Execution Support

• Maintain oversight of all active project deliverables, ensuring deadlines, materials, and approvals are tracked and completed on time

• Develop and manage project tracking systems and checklists to prevent missed details (e.g., logos, print materials, logistics)

• Ensure smooth transition from project setup to field execution

• Identify risks to timelines, deliverables, or client satisfaction and proactively implement solutions

• Support consistency and quality in execution across all projects
  

Communication & Reporting

• Establish and maintain a consistent communication cadence for all active clients (e.g., weekly updates, milestone reporting)

• Standardize reporting formats to improve clarity, consistency, and professionalism

• Ensure all client communications clearly convey project status, progress toward goals, and next steps

• Track and manage client requests, approvals, and action items to ensure timely follow-up

• Bridge communication between internal teams and clients to eliminate gaps or misalignment

Budget Oversight & Financial Coordination

• Develop and finalize project budgets during the setup phase in coordination with Field and leadership

• Track project spending and financial performance throughout execution

• Assist in preparing Budget vs. Actual (BVA) reporting

• Identify and flag budget risks, scope changes, or financial discrepancies

• Coordinate invoicing processes, including sending invoices and tracking client payments

Proposal & Business Development Support

• Support the Business Development Director during proposal development

• Review scopes to ensure operational feasibility, resource alignment, and budget accuracy

• Assist in refining staffing models, timelines, and program structure

• Provide operational insight to strengthen proposals and reduce execution risk

Cross-Department Coordination

• Serve as the primary connector between Business Development, Field, and Operations

• Ensure alignment across departments from project setup through execution

• Help resolve operational challenges impacting multiple teams

• Ensure internal alignment is accurately reflected in client-facing communication

Operational Improvement & Internal Systems

During periods of lower project activity, the Director of Client Operations focuses on strengthening internal systems and preparing the organization for future growth.

Responsibilities include:

• Developing and improving project management systems and tools

• Refining budgeting and proposal templates

• Improving operational workflows and cross-team coordination

• Supporting leadership in evaluating and operationalizing new service offerings

Reports to:

Senior Director of People & Operations

Works closely with:

President

Director of Field Strategy

Director of Business Development

HR & Payroll Manager