Director of Client Experience

🕒 September 11

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 33%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Venbrook

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2000

💼 Consulting

📦 Logistics

🛡️ Insurance

Consulting • Logistics • Insurance

Venbrook is a U. S. -based holding company and full-service insurance brokerage that develops and distributes commercial and private insurance solutions, specialty programs, wholesale brokerage offerings, and integrated claims services. The firm partners with carriers and clients to manage risk, design custom coverage (including employee benefits, student and travel insurance, and high-net-worth private client policies), and deliver technology-enabled claims and program management services.

📋 Description

• Set strategy for client engagement and service delivery across the third-party administration portfolio • Build trusted partnerships with clients, brokers, carriers, vendors, and internal executives • Lead and develop a high-performing Client Experience team • Own end-to-end client service delivery for TPA claims programs, including account management, issue resolution, reporting, contract administration, renewals, implementations, and communication • Manage contract administration and renewal activities, including pricing changes, approvals, signatures, and coordination with finance, legal, compliance, and leadership • Serve as the senior escalation point for complex client concerns, service issues, claims inquiries, compliance matters, and operational challenges • Partner with claims operations to monitor claim performance, quality, closing ratios, reserves, litigation trends, turnaround times, diary compliance, responsiveness, and service-level adherence • Coordinate with carriers, insurers, vendors, legal partners, loss-control resources, and technology vendors • Develop standardized client-service procedures, workflows, communication standards, claim-review protocols, stewardship processes, and escalation practices • Analyze client feedback, claim trends, loss data, service metrics, and performance reports to identify improvements • Support retention and growth strategy, proposals, RFP/RFI responses, pricing strategy, organic growth, and cross-selling • Lead full-cycle onboarding and implementation of new TPA clients • Coordinate client technology and reporting needs, including system access, training, custom reports, data feeds, conversions, reconciliations, and data-quality validation • Establish service calendars and governance routines; monitor commitments and escalate risks • Coordinate staffing transitions affecting clients and ensure continuity of service • Partner with finance and operations on trust accounts, prefunding, invoicing, fee schedules, pricing, payment reporting, and financial inquiries • Coordinate client, carrier, broker, and internal audits; track corrective actions • Prepare and deliver business reviews, claim review materials, stewardship reports, performance dashboards, renewal summaries, and executive presentations • Ensure service practices comply with laws, insurance regulations, contracts, privacy obligations, carrier guidelines, and internal TPA policies • Set departmental priorities, staffing, resources, performance standards, service commitments, budgets, and satisfaction objectives • Establish team metrics and take corrective action when results fall below expectations • Champion ownership, responsiveness, professional judgment, claims advocacy, and continuous improvement • Maintain client retention, satisfaction, renewal, implementation, escalation, reporting, service-level, audit, and account-record performance targets

🎯 Requirements

• Bachelor’s degree in Business Administration, Risk Management, Insurance, Healthcare Administration, Human Resources, or a related field; equivalent experience may be considered • Minimum of 8 years of progressive experience in client services, account management, claims administration, third-party administration, insurance brokerage, carrier operations, risk management, or a related service environment • Minimum of 3 years of leadership experience managing client-facing teams in a TPA, claims, insurance, or risk management setting • Demonstrated experience managing complex employer, broker, carrier, or consultant relationships and resolving escalated service or claims-related issues • Deep understanding of TPA operations, claims administration, contractual service levels, executive reporting, stewardship, claim review practices, compliance expectations, and client communication standards • Working knowledge of one or more claims lines, such as workers’ compensation, general liability, property, auto, disability, leave administration, or employee benefits • Excellent verbal, written, presentation, and executive communication skills • Proven ability to analyze loss data, claim trends, service metrics, and operational performance to develop practical recommendations • Strong organizational, problem-solving, project management, and cross-functional leadership skills • Proficiency with Microsoft Office applications and experience using claims management, RMIS, CRM, or client service platforms • Preferred: experience working for a third-party administrator, claims management organization, insurance brokerage, carrier, self-insured employer program, or risk management services firm • Preferred: experience supporting self-insured, high-deductible, loss-sensitive, or administratively serviced insurance programs • Preferred: experience supporting municipalities, public agencies, or other public-sector entities • Preferred: knowledge of applicable claims lines • Preferred: experience leading claim reviews, client stewardship meetings, quarterly business reviews, renewal strategy meetings, or executive-level client presentations • Professional designation or certification related to claims, insurance, risk management, benefits, or project management is a plus, such as ARM, AIC, CPCU, WCP, SHRM, CEBS, or PMP

🏖️ Benefits

• Travel as needed to strengthen client partnerships, lead stewardship and executive presentations, support industry engagement, and align internal teams • Leadership outside standard business hours when significant client or operational matters require timely executive attention