Job Information
Advance Local Director, Client Operations in Mechanicsburg, Pennsylvania
Job Description
Diversity, Equity and Inclusion are at the core of our mission to strengthen and empower the communities we serve.
BookingsCloud is a pioneering digital marketing automation software and dashboard tailored for professional vacation rental managers. Our platform empowers clients to streamline their operations, enhance marketing efforts, and maximize rental income. We are seeking a dynamic and experienced Director, Client Operations to join our team and lead our client success initiatives.
Position Overview :
The Director, Client Operations will oversee the entire client lifecycle, from onboarding to ongoing support and success. Reporting to the General Manager of BookingsCloud, this role requires a strategic thinker with strong leadership skills and a passion for delivering exceptional client experiences. The ideal candidate will have a proven track record in client operations, process improvement, and team management.
Key Responsibilities:
Strategic Oversight : Develop and execute strategies to enhance client satisfaction, retention, and overall experience
Process Improvement : Identify and implement process improvements to streamline client onboarding, support, and success
Team Leadership : Manage and mentor a team responsible for client operations, including onboarding specialists, customer success managers, and support staff
Client Relationship Management : Build and maintain strong relationships with key clients, acting as a primary point of contact for escalations and strategic discussions
Feedback Loop : Ensure client feedback is effectively communicated to leadership and development teams to drive product improvements
Performance Metrics : Monitor and analyze key performance indicators (KPIs) related to client operations, such as client satisfaction scores, retention rates, and implementation timelines
Cross-Functional Collaboration : Work closely with sales, marketing, product development, and other departments to ensure a cohesive approach to client management
Requirements:
Bachelor's degree or equivalent job experience
Proven experience in SaaS client operations, preferably within travel, hospitality, or similar industries
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Experience working in fast-paced, high-growth environments
Additional Information
Advance Local Media offers competitive pay and a comprehensive benefits package with affordable options for your healthcare including medical, dental and vision plans, mental health support options, flexible spending accounts, fertility assistance, a competitive 401(k) plan to help plan for your future, generous paid time off, paid parental and caregiver leave and an employee assistance program to support your work/life balance, optional legal assistance, life insurance options, as well as flexible holidays to honor cultural diversity.
Advance Local Media is one of the largest media groups in the United States, which operates the leading news and information companies in more than 20 cities, reaching 52+ million people monthly with our quality, real-time journalism and community engagement. Our company is built upon the values of Integrity, Customer-first, Inclusiveness, Collaboration and Forward-looking. For more information about Advance Local, please visit www.advancelocal.com .
Advance Local Media includes MLive Media Group, Advance Ohio, Alabama Media Group, NJ Advance Media, Advance Media NY, MassLive Media, Oregonian Media Group, Staten Island Media Group, PA Media Group, ZeroSum, Headline Group, Adpearance, Advance Aviation, Advance Healthcare, Advance Education, Advance National Solutions, Advance Recruitment, Advance Travel & Tourism, Cloud Theory, Hoot Interactive, Reckon, Red Clay Media, Search Optics, Subtext, Lonestar Live.
Advance Local Media is committed to creating a diverse and inclusive environment, and is proud to be an equal opportunity/affirmative action employer, encouraging applications from people of all backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, genetic information, national origin, age, disability, sexual orientation, marital status, veteran status, or any other category protected under federal, state or local law.
If you need a reasonable accommodation because of a disability for any part of the employment process, please contact Human Resources and let us know the nature of your request and your contact information.
Advance Local Media does not provide sponsorship for work visas or employment authorization in the United States. Only candidates who are legally authorized to work in the U.S. will be considered for this position.