Director of Client Services

Job Description

Job Description

Z5 Inventory is the healthcare industry's leading inventory management partner, serving hospitals, outpatient surgery centers, and clinical facilities through two distinct service models. For some clients, Z5 provides a fully outsourced solution — deploying expert project teams on-site to plan and execute physical inventory count projects from start to finish. For others, Z5 serves as a technology partner, providing a powerful software platform that enables healthcare organizations to self-perform their own inventory projects, backed by remote support and guidance from the Z5 team. Together, these two models allow Z5 to meet healthcare clients wherever they are operationally — and the Director of Client Services is responsible for ensuring both are delivered with excellence.

As our Director of Client Services, you will be the operational and strategic anchor for our project delivery function — leading a team of high-performing Project Managers, championing client relationships at the executive level, and collaborating with our Data and Consulting teams to deliver outstanding outcomes across both client models.

This is a high-visibility leadership role that requires equal parts operational rigor, executive presence, and people leadership. You will serve as a trusted partner to C-suite and senior operational stakeholders at client organizations, while driving continuous improvement in how Z5 delivers its services.

Key Responsibilities

Team Leadership & Project Oversight

•       Lead, mentor, and develop a team of Project Managers responsible for executing outsourced inventory count engagements across healthcare client sites.

•       Set clear performance expectations, provide regular coaching, and conduct formal performance reviews to foster a culture of accountability and professional growth.

•       Oversee the full project lifecycle for client engagements — from kickoff through completion — ensuring on-time, high-quality delivery across all accounts.

•       Develop and refine operational playbooks, standards, and best practices that drive consistency and scalability across the project management team.

•       Manage resource allocation and scheduling across multiple concurrent projects, accounting for seasonal demand peaks and client priorities.

Client Relationship Management

•       Serve as the senior client-facing leader for strategic accounts, building trusted relationships with CFOs, Directors of Supply Chain, VP-level operational leaders, and other key stakeholders at hospitals and outpatient surgery centers.

•       Lead executive-level business reviews and project debriefs, translating project outcomes and data insights into strategic value narratives for healthcare clients.

•       Act as an escalation point for complex client issues, resolving challenges with professionalism, urgency, and a solutions-oriented approach.

•       Proactively identify opportunities to deepen client relationships, expand engagement scope, or improve service delivery based on ongoing client feedback.

Internal Team Collaboration

•       Partner closely with the Data Team to ensure inventory data is captured, processed, and delivered accurately and on schedule, and to leverage data insights that enhance client reporting and project performance.

•       Collaborate with the Consulting Team to align project delivery with broader strategic recommendations being made to shared clients, ensuring a cohesive client experience.

•       Work with sales and business development leadership to support new client onboarding, proposal development, and organic growth within the existing client base.

•       Contribute to company-wide strategic initiatives by representing the Client Services function in cross-departmental planning and leadership discussions.

Software License Client Support

•       Oversee the support model for software license clients — healthcare organizations that independently perform inventory projects using the Z5 platform — ensuring they receive the guidance, training, and remote assistance needed to be successful.

•       Develop and maintain structured remote support programs, including onboarding resources, check-in cadences, and escalation processes tailored to self-performing clients.

•       Monitor software license client performance and engagement, proactively identifying clients who may need additional support or coaching to get the most from the Z5 platform.

•       Serve as an escalation point for software license clients experiencing project challenges, coordinating with internal teams to provide timely remote resolution.

•       Collaborate with the Data and Consulting teams to provide software license clients with meaningful reporting and insights that reinforce the value of the Z5 platform.

Travel & Field Operations

•       Travel to client sites across the country to oversee high-priority or complex inventory engagements, particularly during peak season periods.

•       Maintain availability and flexibility during high-volume project periods, which may require extended travel schedules and weekend commitments.

•       Support Project Managers in the field as needed, providing hands-on leadership during critical or large-scale client engagements.

Qualifications

Required

•       Evidence of progressive experience in client services, operations management, or project management, with at least 3 years in a people leadership role.

•       Demonstrated ability to manage and develop high-performing teams in a fast-paced, project-based environment.

•       Proven track record of building and maintaining strong relationships with senior-level client stakeholders, including C-suite executives.

•       Exceptional communication, presentation, and interpersonal skills — comfortable leading executive conversations and adapting communication style to diverse audiences.

•       Strong organizational skills with the ability to manage multiple complex projects and priorities simultaneously.

•       Willingness and ability to travel extensively, including during peak periods; estimated travel up to 50–70% during high-demand seasons.

Preferred

•       Experience in healthcare operations, healthcare supply chain, or healthcare technology services.

•       Familiarity with hospital or outpatient surgery center operations, materials management, or inventory processes.

•       Experience working at the intersection of service delivery and data/analytics teams.

•       Bachelor's degree in Business, Healthcare Administration, Operations Management, or a related field; MBA or advanced degree a plus.

What We Offer

•       A leadership role with meaningful impact on the healthcare supply chain industry.

•       A collaborative culture where Client Services, Data, and Consulting teams work in close alignment.

•       Competitive compensation package including base salary, performance bonus, and benefits.

•       Opportunities for career advancement as Z5 Inventory continues to grow its national footprint.

•       A dynamic, entrepreneurial environment where strong performers are recognized and rewarded.