Senior Director of Client Operations

Summary

The Senior Director of Client Operations & Success will oversee the implementation and support functions of our SaaS-based talent management and assessment platform. This role will provide strategic leadership to the Client Delivery and Help Desk Services teams, ensuring seamless execution of client implementations, integrations, and ongoing system support. Additionally, this leader will act as a key partner to the Commercial Client Success team, driving alignment between service delivery and business growth objectives. The ideal candidate will bring a strong background in client operations, SaaS implementation, and service excellence in the HR tech, talent assessment, or enterprise software space.

Primary Responsibilities:

• Leadership & Strategy:
  • Provide leadership and strategic direction for the Client Delivery and Help Desk Services teams.
  • Develop and implement best practices to enhance client onboarding, system integrations, and ongoing support services.
  • Align operational strategies with broader company goals to improve efficiency and client satisfaction.
• Client Implementation & Integration Oversight:
  • Ensure smooth execution of client implementations, including integrations with client ATS, LMS, and other HR systems.
  • Work closely with the Director of Client Delivery to optimize project management methodologies and standard operating procedures.
  • Partner with Product, DevOps, Project Analyst Team (PAT), and Consulting groups including Human Capital, Client Success, and Pearson entities to ensure seamless technical execution of client deliverables.
  • Ensure programs meet or exceed budget, schedule and risk management objectives
• Help Desk & Client Support Management:
  • Oversee the Help Desk team to ensure timely and effective resolution of client issues.
  • Implement strategies to improve customer support metrics (e.g., response times, resolution rates, and customer satisfaction).
  • Identify trends in support requests to inform product and process improvements.
• Commercial Client Success Liaison:
  • Serve as a key partner to the Commercial Client Success team, ensuring alignment between client onboarding, ongoing service delivery, account management, and success metrics.
  • Support strategic account planning and retention initiatives by providing insights into service performance and operational enhancements.
• Continuous Improvement & Scalability:
  • Establish and refine key performance indicators (KPIs) for operational implementation and support services.
  • Drive process improvements and automation to increase scalability and efficiency.
  • Stay current on industry best practices in client operations and SaaS service delivery.

Required Knowledge & Skills:

• 10 years of experience managing client operations, SaaS implementations, customer success, or professional services roles, preferably in HR tech, talent assessment, or enterprise software.
• Proven track record of leading client-facing teams, including project management and support functions.
• Deep understanding of SaaS implementations and integrations with ATS or HRIS systems.
• Strong operational mindset, with experience driving process improvements and scalability initiatives.
• Excellent stakeholder management skills, with the ability to collaborate cross-functionally across Product, Engineering, Sales, Client Support, and Client Success.
• Experience using data and KPIs to drive decision-making and improve client satisfaction.
• Strong communication and presentation skills, with the ability to engage executive stakeholders.

Desired Qualifications:

• Experience in employment assessments, HR software, or testing and certification industries.
• Familiarity with major ATS platforms (Workday, Taleo, iCIMS, Oracle, SAP, USA Staffing, etc.) and integration best practices.
• Experience with IT service management frameworks (e.g., ITIL) or customer support technologies.
• Knowledge of regulatory considerations related to employment testing and assessments.
• Familiarity with Federal Acquisition Regulation (FAR) and other relevant commercial and Federal industry standards and processes such as 508, ISO, SOC, WCAG and FedRAMP

PDRI is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

PDRI is a federal contractor employer, US Citizenship is required as well as ability to obtain/maintain a Federal Security Clearance.