Position Summary:

Horatio seeks a highly energetic and results-driven Director of Client Services & Operations to lead and grow our Client Services team. Reporting to the SVP of Operations, you will drive client satisfaction and engagement, ensuring Horatio remains a trusted partner. This role involves managing Client Service Managers (CSMs) and indirectly their teams to achieve client KPIs, providing strategic client guidance, and optimizing operational efficiency. This demands a blend of client service expertise and operational management. Responsibilities include analyzing performance reports, advising on best practices, holding CSMs accountable, developing action plans, and contributing to strategic headcount decisions. This demanding role requires flexibility beyond standard business hours and on-call availability.

Requirements:

• 8+ years of experience in account management and operations within a client-facing role.
• Proven experience in process improvement and project management.
• Advanced English proficiency (written and verbal).
• Intermediate to advanced proficiency in Excel and support software (e.g., ticketing systems).
• Experience managing and mentoring teams.

Responsibilities:

• Resolve client issues and provide strategic recommendations to enhance client success.
• Ensure team performance meets or exceeds quantitative and qualitative targets.
• Lead critical team operations: hiring, onboarding, training, quality assurance, and team development.
• Cultivate a quality-focused team culture emphasizing strong communication and adherence to Horatio's values.
• Proactively manage team risks, develop mitigation strategies, and implement contingency plans.
• Regularly analyze reports to ensure data accuracy and identify opportunities for team improvement.
• Monitor and improve team morale and engagement.
• Directly manage and mentor Client Service Managers and/or associates, focusing on performance, wellbeing, and development.
• Support direct reports with HR-related matters and team management.
• Participate in program reviews and conduct internal quality check-ins.
• Support CSMs in establishing and achieving program KPIs.
• Provide leadership with timely status updates, solutions, and risk assessments.
• Foster a collaborative problem-solving environment that encourages teamwork and innovation.
• Establish and promote the sharing of best practices and develop relevant templates.

What You Bring:

• Excellent (near-native) written English.
• 8+ years in a management role.
• Strong self-motivation and ability to work independently.
• Exceptional customer support skills (phone support preferred).
• Tech-savvy with advanced proficiency in G-Suite/MS-Office.
• Experience managing and mentoring other managers (a plus).
• Proven experience in hiring, training, and quality control.
• Sales or e-commerce experience with an understanding of relevant metrics (a plus).
• Strong ability to identify and address team/employee risks proactively.
• Demonstrated success in building positive relationships.
• Strong work ethic and passion for developing others.
• Commitment to knowledge sharing and team empowerment.

About Horatio:

Based in New York City, with teams in the Dominican Republic, Horatio is a leading provider of white-glove customer experience and omnichannel support outsourcing services. At Horatio, we like to say, “Do what you do best, and hire Horatio to do the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provide a handpicked team to execute it. Horatio’s number one focus is on providing high-touch, brand-focused customer support. Our team is equipped with state-of-the-art technologies and expertise to ensure a great customer experience every time.

• Employee First (but actually...): At Horatio, we are a family, and that plays into everything we do. We know that our employees are the team's most important part and treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page, hirehoratiord, to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spreading mental health awareness and promoting its importance. To take care of our people, we have in-house clinical psychologists.