Director, Client Delivery

Autonomy Works, a dynamic for-profit Social Enterprise creating jobs for people with autism, has hit an inflection point. We are looking for a mission-driven individual to lead our Client Delivery team. The right person will have a mix of startup “can do” and sophisticated operational know-how. The Director of Client Delivery is part of the four-person executive team, which also includes the CEO, Director of Growth, and Director of Talent and Operations. 

The Director of Client Delivery will be counted on to manage the day-to-day execution of Autonomy Work’s core business. Once a client is signed on, the Director of Client Delivery will work to on-board and manage the implementation of the engagement and will assign one of their team members (called Solution Leads) to each engagement. Solution Leads are neuro-typical individuals that provide part of the end-to-end engagement with the client. As such, the Director of Client Service will work closely with the Director of Talent and Operations, who is primarily responsible for aligning the Associates to client engagements, and ensuring the work is structured effectively. This role is critical to the achievement of the company’s mission and revenue generation.

At this time, the Director of Client Service has two staff under them, but they will be expected to grow, manage, and motivate a team of up to ten people as the company scales. The ideal candidate is someone that can see the big picture and is also able to roll up their sleeves, ensuring the right processes and technologies are created and adopted as we scale. 

Role:

Core Responsibilities:

• Establish and maintain client relationships.
• Build trust and partnership with peers at clients.
• Collaborate with clients to manage operational issues and process changes.
• Manage client billing and collections.
• Build a team to deliver exceptional client outcomes.
• Manage day-to-day operations that result in flawless execution of client work product and build lasting client relationships.
• Create and implement processes and tools to ensure timely and high-quality delivery.
• Hire, manage, and grow a team of Leads (who manage individual work products).
• Develop expertise in client processes and AutonomyWorks solutions.
• Support issue resolution and continuous improvement efforts.
• Identify areas for improvement and solve for them by applying “best practices” across teams.

Cross-Team Responsibilities:

• Lead on-boarding of new client work.
• Understand client needs and priorities.
• Create solutions that leverage AutonomyWorks capabilities.
• Work closely with the Director of Talent and Operations to ensure the right people resources are allocated to the right client projects at the right time.
• Participate in business planning.
• Develop revenue forecasts and resource requirements.
• Participate in resource allocation and staffing.
• Support business development.
• Serve as process expert during sales process.
• Participate in scoping, solution design, and pricing.

Leadership Team Responsibilities:

• Serve as a member of the AutonomyWorks Leadership Team.
• Participate in corporate goal setting, strategic planning, and operational prioritization.
• Lead major corporate initiatives.

Skills and Experience:

Essential:

• Solutions orientation
• Process thinking
• Sense of urgency
• Data driven
• Balancing multiple priorities
• Drive operational improvements and growth
• Deliver every day
• Interpersonal communications
• Team motivation and management
• Collaboration with peers
• Client communication
• Passion for social impact
• Energy and drive for excellence

Desirable:

·       Experience with data and operational processes and tools

·       Team management and leadership

·       Operations planning and forecasting