Director, Client Operations

JOB SUMMARY

As the Director, Client Operations, you will be responsible for overseeing operational processes, improving service delivery, and driving efficiency across client-facing teams. This role partners with firm leadership to align operational strategies with business objectives, enhance the client experience, and support growth and profitability. The Director identifies opportunities to improve workflows, strengthen performance metrics, and implement scalable processes that promote consistency, accountability, and operational excellence.

JOB DESCRIPTION

Essential functions

·        Oversee client operations and service delivery processes to ensure efficiency, quality, and a consistent client experience.

·        Partner with firm leadership and service line teams to develop and implement operational strategies aligned with business goals.

·        Monitor operational performance, financial metrics, resource utilization, and key performance indicators to identify trends and improvement opportunities.

·        Develop and implement standardized processes, procedures, and controls to improve productivity and operational consistency.

·        Identify opportunities to streamline workflows, reduce inefficiencies, and enhance service delivery through process improvements and technology.

·        Collaborate with engagement leaders to support capacity planning, resource allocation, workload management, and timely client deliverables.

·        Establish and monitor performance metrics to evaluate operational effectiveness, service quality, and client satisfaction.

·        Support budgeting, forecasting, and financial analysis related to client operations, including revenue, realization, utilization, and profitability, as applicable.

·        Lead operational initiatives and cross-functional projects that support firm growth, scalability, and continuous improvement.

·        Build strong relationships with internal stakeholders to address operational challenges, resolve issues, and implement effective solutions.

·        Develop reporting and communication processes that provide leadership with visibility into operational performance and business results.

·        Lead, coach, and develop team members, fostering accountability, collaboration, and a culture of continuous improvement.

Supervisory responsibilities

• Will lead and supervise subordinate team members

Work environment

• Work is conducted in a professional office environment with minimal distractions

Physical demands

• Prolonged periods of sitting at a desk and performing work in front of a computer screen for long periods of time
• Must be able to lift up to 15 pounds at a time

Travel required

• Travel may be frequent and unpredictable, depending on client’s needs

Required education and experience

·        Bachelor’s degree in business administration, operations management, or a related field; equivalent experience may be considered.

·        Significant experience in operations management, client service delivery, or business operations, preferably within a professional services environment.

·        Demonstrated experience leading operational initiatives, improving processes, and managing cross-functional relationships.

·        Strong analytical skills with the ability to interpret operational and financial data and translate findings into actionable recommendations.

·        Experience developing performance metrics, reporting tools, and operational processes.

·        Excellent leadership, communication, project management, and problem-solving skills.

·        Ability to manage competing priorities, influence stakeholders, and drive initiatives across multiple teams.

·        Proficiency with Microsoft Office and business reporting tools.

Preferred education and experience

·        Experience in accounting, consulting, advisory, or other professional services organizations.

·        Knowledge of professional services metrics, including utilization, realization, engagement profitability, and resource management.

·        Experience with business process improvement, change management, and operational technology solutions.

·        Demonstrated ability to support organizational growth, improve scalability, and enhance the client experience.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the colleague for this job. Duties, responsibilities and activities may change at any time with or without notice.

WHO WE ARE

UHY is one of the nation’s largest professional services firms providing audit, tax, consulting and advisory services to clients primarily in the dynamic middle market. We are trailblazers who bring our experience from working within numerous industries to our clients so that we can provide them with a 360-degree view of their businesses. Together with our clients, UHY works collaboratively to develop flexible, innovative solutions that meet our clients’ business challenges. As an independent member of UHY International, we are proud to be a part of a top 20 international network of independent accounting and consulting firms.

WHAT WE OFFER

POSITIVE WORK ENVIRONMENT

Enjoy a collaborative and supportive work environment where teamwork is valued.

ATTRACTIVE COMPENSATION PACKAGES

Our compensation is competitive and tailored to reflect the role, qualifications, and expertise of each individual.

COMPREHENSIVE BENEFIT PACKAGE

Access comprehensive benefits including group health insurance, dental and vision coverage, 401(k) retirement plans, and generous paid time off (PTO) allowances.