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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 and 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 in order of importance:

  • Lead and engage the delivery team ensuring seamless execution of client delivery on projects and services
  • Oversee, and manage client expectations for delivered services; partner with Client Development team in managing client needs and expectations
  • Plan for, select, hire & train quality individuals for delivery of Oliver Group work with clients including vetting and training of contract delivery partners
  • Research, evaluate and recommend future service offerings as fits within the Oliver Group’s vision and client needs and partner with the Director, Client Development to roll out new services to our internal and external team (education, process, etc.)
  • Support Director, Client Development with complex business development planning, calls and follow up with prospect/client to create and execute the right solution
  • 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, evaluate and course correct Oliver Group and contractor performance in delivery of services while improving programs utilizing internal and client feedback
  • 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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