Director of Client Experience

📋 Description

• Own the execution of the client experience strategy across every stage of the case lifecycle
• Design, implement, and manage the end-to-end client escalation process, including issue detection
• Partner with managing attorneys and market or regional leaders to monitor SLA adherence, track
• Develop and manage the Net Promoter Score (NPS) program, including survey touchpoints aligned with
• Own the full recovery process for dissatisfied clients, from identifying low satisfaction scores to
• Manage the client experience from settlement through final disbursement, ensuring clear

🎯 Requirements

• 7-10 years of experience building, managing, or improving client experience, customer escalation
• Experience in hospitality, healthcare, legal services, or another regulated industry.
• Demonstrated experience designing and operating client satisfaction measurement programs, including
• Proven ability to establish processes, service standards, escalation frameworks, and accountability
• Strong analytical skills and experience managing KPIs, interpreting client feedback, developing
• Ability to operate independently and influence senior stakeholders, including attorneys and

🎁 Benefits

• Annual base salary ranging from $155,000 to $205,000, depending on experience and geographic market.
• Medical, dental, and vision insurance.
• 401(k) plan with company matching and access to a Health Savings Account (HSA).
• Life insurance and disability coverage.
• Paid time off and parental leave.
• Fully remote working environment within the United States.