Director of Client Services

Job Description

Job Description

Director of Client ServicesCox Insurance Overview

We are a third-generation, family-owned company, passionate about helping families and business owners reach their goals and feel confident they are protected. We have an exceptional team that works collaboratively to provide the best guidance and ongoing support in the industry. We handle insurance-related matters by developing a comprehensive plan to assist with lifestyle changes, claims, and everything in between. We believe in going the extra mile for our clients and treating them as if they were our own family. We are looking for someone with a customer-centric mindset to join our team.

Role Overview

We are seeking a strategic, people-first Director of Client Services to lead and evolve our client experience function, across multiple service lines. This role is ideal for a strong operator and leader who can build scalable service models, develop high-performing teams, and ensure a consistent, high-quality client experience as we grow. The ideal candidate thrives in a leadership role that blends strategy, execution, and coaching—bringing clarity to structure, accountability to teams, and continuous improvement to how we serve our clients.

What YOU are good at

Building Structure and Scalable Service Operations

• Designing and refining service models, workflows, and team structures.
• Creating clarity in roles, responsibilities, and accountability across teams.
• Aligning account management resources to client segmentation and growth objectives.

Leading, Coaching, and Developing High-Performing Teams

• Managing managers and developing emerging leaders.
• Providing coaching, feedback, and performance management that drives growth.
• Building a culture of accountability, continuous improvement, and support.

Driving Operational Excellence Through Data and Insight

• Using metrics, reporting, and KPIs to evaluate team performance and service quality.
• Identifying capacity gaps, staffing needs, and workflow inefficiencies.
• Making data-driven decisions that improve productivity and client outcomes.

Delivering an Exceptional Client Experience

• Establishing and maintaining service standards for renewals, claims support, documentation, and issue resolution.
• Ensuring work is accurate, timely, and aligned with agency expectations.
• Continuously improving service delivery through feedback and process refinement.

Partnering Cross-Functionally to Support Growth

• Collaborating effectively with advisors, leadership, carriers, and shared services teams.
• Supporting strategic initiatives, new offerings, and growth opportunities.

• Removing friction and improving execution across departments.

Leading Through Change

• Driving adoption of new systems, workflows, and service models.
• Helping teams navigate change with clarity, consistency, and confidence.
• Building processes that scale while maintaining a high-quality client experience.

Success in this role looks like

• A clear team structure, organized around client segmentation, and is scalable
• Team members understand their roles, priorities, and performance expectations and employees are supported, coached, and improving over time
• Leadership has visibility into team capacity, quality, risks, and opportunities
• Client experience is exceptional, consistent, and aligned with agency standards for response time, turnaround time, backlog management/aging
• Service operations support growth rather than creating bottlenecks by managing accounts or revenue per service FTE, workload distribution, forecasted hiring needs
• New services are built and functioning, and KPIs and OKRs are being measured
• Client’s policies are managed in accordance with the advisor designed insurance program

Qualifications

• Active Property & Casualty (P&C) license, or ability to obtain within 90 days of hire.
• 5+ years of experience in an account management leadership role.
• 2+ years of experience leading managers, with a demonstrated track record of developing new leaders.
• 2+ years of experience serving High-Net-Worth (HNW) or Private Client customers.
• Demonstrated experience in operational leadership, process improvement, and organizational change management.

What WE are good at

• We protect lifestyles
• We are guides
• We give a damn

The "Extras" we offer (besides pay!)

Salary Range - $90,000 - $115,000k // Health insurance coverage, 401(k) with company match, Paid time off, Paid sabbatical based on tenure, Paid commission on your own policies – if licensed, Associate of the Year awards, Dry cleaning service, Wellness amenities, Team meals and events

Equal Opportunity Employer

Cox Insurance provides employment opportunities to all employees and applicants without regard to race, color, national origin, religion, sexual orientation, gender identity or expression, age, disability, sex (including pregnancy), personal appearance, genetic information, economic background, political affiliation, marital status, familial status, family responsibilities, matriculation, place of residence or business, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.