Director of Client Experience

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🔥 10 minutes ago

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

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👻 Ghost score 10%

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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 (TPA) portfolio • Lead and develop a high-performing Client Experience team, setting expectations and accountability for client and business outcomes • Serve as relationship leader for clients, brokers, consultants, carriers, vendors, and internal executives • 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 contract profiles, key dates, pricing changes, approvals, signatures, and cross-functional coordination • Develop, approve, maintain, and distribute client-specific service instructions • Act as 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 to support client objectives • Develop standardized TPA 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 and recommend solutions • Shape retention and growth strategy with sales, business development, and executive leadership; support opportunities, proposals, RFP/RFI responses, pricing strategy, organic growth, and cross-selling • Lead full-cycle onboarding and implementation of new TPA clients, including service calendars, funding, invoicing, data conversion, system configuration, access, reporting, coding, regulatory setup, staffing, kickoff, readiness, and follow-up • Coordinate client technology and reporting needs, including claims-system access and training, custom and scheduled reports, data feeds, conversions, reconciliations, and data-quality validation • Establish account service calendars and governance routines; track decisions, owners, deadlines, aging items, commitments, and risks • Coordinate staffing transitions affecting clients, including communication plans, approvals, candidate qualifications, interviews, interim coverage, and service continuity • Partner with finance and operations on trust accounts, prefunding, invoicing, fee schedules, contract pricing, payment reporting, and financial inquiries • Coordinate client, carrier, broker, and internal audits; track corrective actions and completion of commitments • Prepare and deliver client business reviews, claim review materials, stewardship reports, performance dashboards, renewal summaries, and executive presentations • Ensure client service practices align with laws, insurance regulations, contracts, privacy obligations, carrier guidelines, and internal TPA policies • Escalate technical claim issues appropriately while respecting delegated authority and established claim-handling, legal, regulatory, and settlement protocols • Set departmental priorities and direct staffing, resources, performance standards, service commitments, budget stewardship, and client satisfaction objectives • Establish team performance metrics and intervene with corrective actions 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, including the ability to explain claims and service issues clearly to clients and internal stakeholders • 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 • Experience working for a third-party administrator, claims management organization, insurance brokerage, carrier, self-insured employer program, or risk management services firm • Experience supporting self-insured, high-deductible, loss-sensitive, or administratively serviced insurance programs • Experience supporting municipalities, public agencies, or other public-sector entities, including public contracting, statutory claim requirements, governing board or council processes, and coordination with public counsel • Knowledge of workers’ compensation, general liability, auto liability, property, professional liability, disability, leave administration, employee benefits, or other applicable claims lines • 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 • Travel as needed • Exercise sound judgment and discretion in managing sensitive client, financial, contractual, and claims-related information

🏖️ 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