Director of Client Experience

Job not on LinkedIn

🔥 1 hour ago

🇺🇸 United States – Remote

💵 $104.4k - $130.5k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

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Ingenovis Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2021

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2021-03

Healthcare • Consulting • Logistics

Ingenovis Health is a family of forward-thinking healthcare companies specializing in staffing solutions for the medical industry. They operate through various brands such as Trustaff, Fastaff, HealthCare Support, and others, providing crucial healthcare support across the United States. Ingenovis Health is dedicated to transforming the healthcare staffing industry through innovative programs like the ACT Program, which focuses on Advocacy, Career, and Tools to support healthcare professionals. With a range of services including rapid response nurse staffing, strategic healthcare planning, recruitment, and program development, Ingenovis Health is committed to delivering exceptional patient care and supporting clinician advancement.

📋 Description

• Own and continuously improve the USN client journey across project launch, onboarding, readiness, execution, closeout, and ongoing relationship management • Define client experience standards, touchpoints, communication cadence, decision pathways, handoffs, and service expectations • Serve as a senior client-facing partner and primary continuity point throughout the engagement lifecycle • Sponsor priority client calls and provide executive presence, operational credibility, continuity, and follow-through • Oversee client priorities and commitments across the broader relationship • Capture client feedback, synthesize themes, and convert insights into measurable service improvements • Champion a client-first mindset while balancing feasibility, contracts, risk, and business priorities • Monitor client experience across workstreams and intervene on gaps, conflicting messages, missed commitments, or unresolved decisions • Support Sales and Account Management with client presentations, capability discussions, and RFP/RFI responses • Lead client status meetings and executive touchpoints covering readiness, progress, risks, decisions, and next steps • Lead the Client Onboarding and Education team • Coordinate communication across Operations, Clinical, Recruitment, Credentialing, Logistics, and other teams • Serve as escalation point for cross-workstream issues and drive timely resolution • Coach and develop client-facing team members • Provide onsite client leadership relationships and command center support during strike operations as needed • Lead client-facing closeout processes • Assist with post-engagement client debriefs and identify future partnership opportunities • Partner with internal leaders on lessons-learned reviews and process, tool, training, or service improvements • Track client experience themes and recommend improvements related to service quality, relationships, and future opportunities • Participate in early client conversations to explain USN capabilities and shape deliverable experiences • Perform additional duties as requested by management

🎯 Requirements

• Bachelor’s degree required, although relevant work experience may be considered in lieu of a degree • Minimum 5 years of experience in a client-facing role in the staffing services industry and/or hospital environment preferred • Experience in project coordination, operations support, or project management is essential • Working knowledge of Bullhorn, HubSpot, Smartsheet, or similar systems preferred • Strong technical skills, including proficiency in Microsoft Office, Outlook, Excel, Word, PowerPoint, and Smartsheet • Ability to quickly adapt to new tools, technologies, systems, and operational processes • Excellent verbal and written communication skills • Ability to coordinate and lead client-facing and internal operational calls • Ability to present to diverse audiences in virtual settings using camera and screen sharing • Strong organizational, time management, prioritization, and follow-up skills • Ability to manage multiple priorities in a fast-paced, high-pressure environment • Strong decision-making skills and ability to interpret procedures, policies, and project requirements • High level of interpersonal skill and discretion with sensitive or confidential information • Ability to coordinate across departments and functional areas • Demonstrated sense of urgency and accountability • Ability to build and maintain professional relationships with internal teams and external stakeholders • Ability to remain calm, professional, and solution-focused during high-stress situations • Flexible and adaptable to changing schedules, priorities, and tasks • Commitment to Integrity, Compassion, and Excellence • Ability to use telephone, email, video conference, and face-to-face communication effectively • Ability to operate office equipment, including computer, copier, scanner, camera, phone, headset, keyboard, and mouse • Ability to sit for extended periods at a keyboard and workstation • Ability to lift up to 15 pounds • Ability to travel as required

🏖️ Benefits

• Health insurance • Dental insurance • Vision insurance • FSA/HSA • Company-paid life insurance • 401K with discretionary match • Paid time off • Paid parental leave • Tuition reimbursement