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Wanted: Director Of Client Experience

Wanted: Director of Client Experience

Do you have the instincts and tenacity to translate your corporate learning & development, organizational development and instructional design experience into the nimble and fast-paced world of a small, fast-growing firm?  Are you a builder who enjoys a dynamic environment where you have the latitude to influence, create new things and deliver results? Are you an influencer who enjoys challenging and being challenged? Can you roll at the C-Level with confidence? Are you an experienced LD/OD/ID professional who ever felt constrained and not as challenged as you would have liked in the large corporate world? If so, then you may want to consider Oliver Group and this role.

We are looking for a leadership team member who wants to be a key player and part of exciting growth. You must enjoy speed, change and challenge. You must be able to influence at the top levels of all size organizations. Beyond overseeing the client delivery elements of the business, you must be able to pull back, remain strategic and focus on supporting business growth.  Juggling priorities is a given. To succeed in this role, the outcomes and responsibilities include:


Reporting Relationships:

This role reports to the President and has a team of direct reports comprised of project management and program delivery experts. It also oversees external relationships with contract delivery experts and will be a key part of client relationship management and is expected to influence positive outcomes with clients.


Major Responsibilities:

  • Oversee and lead Project Management team ensuring seamless and almost flawless execution of client delivery on projects and services
  • Research, evaluate and recommend future service offerings as fits within the Oliver Group’s vision and client needs (2018 and beyond)
  • Partner with the Director, Client Development to roll out new services to our entire team (education, process, etc.)
  • Collaborate with client facing team and marketing by developing content, when needed and appropriate, for client communications to increase visibility and value of services
  • Support Consultants / Area Directors with complex business development planning, calls and follow up with prospect/client to create and execute the right solution
  • Opportunities to speak and write on leadership topics in our markets to establish credibility and increase Oliver Group brand awareness in areas of expertise
  • Educate Oliver Group employees and outside contractors about selection and leadership development topics and trends
  • Select, hire & train quality individuals for delivery of Oliver Group work with clients including vetting and training of contract delivery partners
  • Manage external contract delivery partners
  • Oversee, and manage client expectations for delivered services; partner with Client Development team in managing client needs and expectations
  • Oversee and ensure compliance with Master Service Agreement, Proposal and Statement of Work documents and processes; partner with Client Development in the oversight and execution
  • Establish standards, oversee, measure/evaluate and course correct Oliver Group and contractor performance in delivery of services
  • Continuously improve programs using client and consultant feedback; create new content when needed to keep current and to fit with the Oliver Group brand
  • Keep current on emerging leadership research, surveys, and topics and educate Oliver Group organization
  • Coaching and mentoring of direct reports ensuring high performance and development of employees and extended team
  • Participate in operations meetings and discussions and partner with finance, business development and Executive Team
  • Travel as necessary to conduct company business (approximately 20%)
  • Other responsibilities as assigned


Qualified candidates will possess the following qualifications and experience:


  • An overall desire to grow a company and have impact on organizations and individuals.
  • Extensive leadership development experience including organizational development and instructional design
  • Bachelor’s Degree
  • Advanced degree in business or related field preferred
  • Strong written, verbal communication and presentation skills; Public speaking and facilitation experience and skills are a must
  • Innovation experience: The ability to recognize opportunities for improvement, contribute to change and execute new ideas
  • Ability to organize and manage time against dynamic priorities to operate effectively in a fast paced, competitive marketplace
  • Demonstrated strategic and conceptual thinking
  • 10 years+ success in developing relationships in complex business environments
    • Experience in networking/interacting with C and other levels
    • Intangible sales or influencing experience at the C-level, including negotiating and relationship development
    • Large organization exposure, experience and understanding
    • Professional service company experience a plus
    • Proven ability to build trusting relationships
  • Knowledge of and savvy within business environments
    • Financial, profit/loss and cost management understanding/experience
    • General & administrative operational competencies
    • Ability to create and execute plans
  • 15+ years general business management experience
    • Staff management
    • Budgeting
    • P & L responsibilities
    • Experience working in a fast paced, of high accountable environment
    • The ability to self-motivate and work collaboratively


To apply for this role, e-mail your resume to tcox@olivergroup.com

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