Client Relations Director

Department: Client Relations

Reports to: Vice President, Systems & Client Solutions

ROLE PURPOSE

The Director of Client Relations is a senior leadership role responsible for stabilizing, strengthening, and scaling how Provide A Ride engages with and manages its customer relationships. This role exists to reduce executive dependency, normalize client engagement, and translate client expectations into durable operating rhythms, governance models, and accountability structures.

This leader serves as the primary owner of designated client relationships and acts as the connective tissue between clients and internal teams. While Quality Assurance operates under Operations leadership, the Director of Client Relations collaborates closely with QA, Operations, Technology, Finance, and Compliance to ensure client-facing insights are translated into action, clarity, and sustained improvement.

CORE OUTCOMES (WHAT SUCCESS LOOKS LIKE)

Within the first 6–12 months, the Director of Client Relations will:

• Establish clear, consistent client ownership models that reduce day-to-day escalation to executive leadership

• Create predictable client governance and communication rhythms

• Improve client confidence, satisfaction, and retention through disciplined execution

• Translate client feedback and performance signals into structured, cross-functional action

• Serve as a credible, steady client-facing leader who brings clarity during ambiguity

KEY RESPONSIBILITIES

Client Ownership & Relationship Management

• Serve as the primary point of contact for designated strategic clients and key stakeholders

• Own the client narrative by proactively managing expectations, performance discussions, and issue resolution

• Lead and participate in client governance forums (e.g., JOCs, performance reviews)

• Reinforce appropriate escalation paths to ensure issues are resolved at the right level

• Build trusted relationships that reduce volatility and increase long-term partnership stability

Client Governance & Escalation Management

• Establish and maintain clear client governance models and operating rhythms

• Ensure issues are surfaced early, framed clearly, and driven to resolution

• Coordinate cross-functional responses to client-impacting issues without creating dependency on executive intervention

• Document expectations, decisions, and follow-up actions to ensure accountability

Cross-Functional Collaboration (Including QA)

• Partner closely with Operations, Quality Assurance, Technology, Finance, and Compliance

• Leverage QA insights, operational data, and performance trends to inform client discussions and improvement priorities

• Translate internal signals into client-relevant narratives and action plans

• Ensure ownership is clear and execution is aligned across teams

Process, Structure & Continuous Improvement

• Translate client feedback and operational signals into structured improvements

• Develop and maintain playbooks, engagement models, and escalation frameworks

• Drive root-cause discussions and corrective action planning in partnership with Operations and QA

• Ensure improvements are implemented, measured, and sustained

Data, Reporting & Executive Visibility

• Monitor client health, KPIs, and risk indicators

• Provide concise, executive-ready updates that highlight trends, risks, and mitigation plans

• Surface risks early with proposed paths forward

QUALIFICATIONS & EXPERIENCE

• 7+ years of experience in client relations, service delivery, operations, or account leadership roles

• Demonstrated experience owning complex client relationships in regulated or service-intensive environments

• Strong understanding of SLAs, KPIs, client governance, and escalation management

• Proven ability to translate ambiguity into structure and actionable plans

• Experience influencing across functions without formal authority

• Calm, credible presence in high-stakes client and internal conversations

PREFERRED BACKGROUND

• Experience in healthcare, transportation, or similarly regulated service environments

• Familiarity working with Operations, Quality Assurance, and Compliance functions

• Experience participating in client governance forums such as JOCs or performance councils

LEADERSHIP PROFILE

The ideal candidate is structured, disciplined, and outcome-oriented. They are comfortable operating in complexity, motivated by building durable systems, and capable of holding others accountable with clarity and empathy. This leader brings confidence without volatility and credibility without theatrics.

EDUCATION

Bachelor’s degree preferred but not required; relevant experience may be considered in lieu of formal education.