Director of Client Operations

Role Description The Director of Client Operations is a full-time remote role responsible for overseeing end-to-end client service delivery and operational performance. This role leads client operations teams, defines and optimizes processes, and ensures high levels of client satisfaction and retention. Day-to-day activities include monitoring service quality, resolving escalated client issues, coordinating with finance and other internal stakeholders, and tracking key performance indicators for operational efficiency. The Director of Client Operations will manage budgets related to client operations, support strategic planning for accounts, and implement continuous improvement initiatives. This role also involves developing best practices, coaching team members, and ensuring that operational activities align with Fundação Ageas’s mission and compliance standards.

Qualifications

Candidates should possess strong operations management skills, including process optimization, team leadership, and performance monitoring. Candidates should possess experience in finance and budgeting to manage operational costs, forecast resource needs, and support financial decision-making. Candidates should possess proven account management skills to build long-term client relationships, manage expectations, and ensure successful delivery of services. Candidates should possess a demonstrated focus on customer satisfaction, with the ability to translate client feedback into service and process improvements. Candidates should possess excellent communication, negotiation, and stakeholder management skills, with the ability to work effectively across remote and cross-functional teams. Candidates should possess strong analytical and problem-solving abilities, comfort with data-driven decision-making, and proficiency with relevant productivity and collaboration tools. Candidates should ideally have prior experience in a senior operations or client services leadership role and a bachelor’s degree in business, management, finance, or a related field. Candidates should possess a high level of integrity, adaptability to change, and the ability to work independently in a remote environment.