Account Director - Front Of House Services at Williams

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Customer ServiceIndustries

Requirements

Bachelor’s degree or equivalent experience required
8+ years of leadership in a national or global customer service environment
Proven track record in resolving contract performance issues and building client relationships
Experience managing large teams and multiple service lines, including Front of House operations
At least one year of business development experience
Minimum five years of financial management, with a strong understanding of P&L impact
Excellent client service skills with a service-minded approach; must remain calm and confident in stressful situations

Responsibilities

Directly supervise management, providing mentorship and supporting structured succession planning
Foster a collaborative team environment, emphasizing readiness, accountability, and continuous improvement
Support onboarding and development of new hires, ensuring rapid integration and contribution to service improvements
Execute modifications to organizational design and teams to optimize operational activity and improve client experience
Ensure client teams consistently meet or exceed service level agreements (SLAs) and deliver a premium, “white glove” client experience
Provide operational oversight, ensuring all business processes align with best practices and organizational standards
Champion best practices in service delivery, leveraging technology and systems for operational efficiency
Implement strategies to improve and standardize all aspects of operations
Ensure operational controls and management information and reporting requirements are fulfilled
Oversee Front of House services as part of the overall client experience
Drive operational excellence initiatives, including process improvement, knowledge management, and complaint resolution
Promote a culture of high performance, learning, and quality
Identify and mitigate operational, compliance, and financial risks
Investigate and resolve issues escalated by the client, communicating significant matters to the appropriate leadership
Ensure operational controls are in place to manage budget and maintain profitability
Lead contract negotiations, renewals, and amendments as required
Develop and execute strategic account plans in alignment with client and organizational goals
Develop and maintain effective client relationships with operational counterparts
Address and escalate client concerns promptly, maintaining a sense of urgency and professionalism
Support upselling and cross-selling of new services, as well as renewal and periodic price adjustment (PPA) processes as required
Maintain appropriate communications channels with clients, the field, and offsite leadership
Partner with functional teams to implement appropriate policies, internal controls, and reporting
Highlight operational, compliance, and financial risk areas
Participate as a key project team member in new business implementation
Follow delegations of authority for operations team

Skills

Key technologies and capabilities for this role

leadershipclient relationship managementoperations managementFront of House servicesteam managementfinancial managementP&L managementbusiness developmentservice level agreementsSLA managementorganizational designsuccession planningonboardingcontinuous improvement

Questions & Answers

Common questions about this position

What is the pay for the Account Director position?

The pay for this role is $135,000.

Is this a full-time or part-time role?

This is a full-time position.

What experience and skills are required for this role?

Candidates need a Bachelor’s degree or equivalent, 8+ years of leadership in customer service, experience managing large teams and Front of House operations, at least one year in business development, and five years of financial management with P&L understanding.

What kind of team culture does this role promote?

The role fosters a collaborative team environment emphasizing readiness, accountability, continuous improvement, high performance, learning, and quality.

What makes a strong candidate for this Account Director role?

A strong candidate has proven leadership in customer service, experience resolving performance issues and building client relationships, skills in managing teams and Front of House operations, business development experience, and strong financial management with P&L knowledge.