[Hiring] Director of Client Services @CX Marketing

Role Description

Reporting to the Vice President of Client Operations and Services, the DCOS will lead, coach, and develop a high-performing production team in a complex, customer-focused, deadline-driven environment. The role is responsible for ensuring the consistent delivery of PS’s value proposition while helping the organization operate more disciplined, efficient, and future-ready.

The DCOS plays a key leadership role in driving execution, strengthening team capability, improving communication and accountability, and identifying opportunities to simplify work, leverage technology, increase productivity, and improve the client and employee experience.

This position requires a leader who can balance people leadership, operational discipline, client stewardship, financial awareness, quality control, and change readiness. The right candidate will be able to help teams adapt, stay aligned, take ownership, and deliver strong results through ongoing change.

Primary Responsibilities

• Lead, coach, and develop a team responsible for direct mail production execution, ensuring work is delivered with quality, accuracy, accountability, and strong client service.
• Build team capability by reinforcing future-ready skills, including learning agility, critical thinking, communication, collaboration, adaptability, accountability, customer focus, technology fluency, and continuous improvement.
• Manage team capacity, workload, priorities, and staffing needs in partnership with Business Development, Resource, Accounting, and other internal teams to support current work, growth opportunities, and client needs.
• Identify and implement process improvements that increase productivity, reduce rework, simplify handoffs, improve quality, and allow the team to do the same or more work with less friction.
• Encourage practical use of technology, data, automation, and AI-enabled tools where appropriate to improve team efficiency, decision-making, visibility, and client outcomes.
• Ensure strong client and stakeholder focus by understanding expectations, managing risks, communicating proactively, and delivering responsive, reliable, solutions-focused service.
• Use data, financial awareness, and business judgment to forecast and manage revenue, monitor costs, evaluate risks, and make informed operational decisions.
• Provide guidance in client and supplier meetings related to project milestones, timelines, costs, risks, recommended changes, and opportunities to improve efficiency or outcomes.
• Reinforce consistent communication, role clarity, ownership, and follow-through across the team so expectations, decisions, and next steps are clear.
• Ensure adherence to compliance, regulatory standards, and PS Quality Control processes and procedures.
• Partner with Human Resources/Talent & Culture on interviewing, hiring, onboarding, training, performance reviews, development planning, and performance management.
• Communicate timely and thoroughly when issues arise, including resolution plans, costs, timelines, client impact, and internal next steps.
• Help translate company priorities into practical actions for the team, especially as PS continues to strengthen its change-ready culture, improve systems, and build future-ready capabilities.

Non-Essential Duties and Responsibilities

• Model leadership behaviors that support a change-ready culture, including transparency, collaboration, accountability, adaptability, and follow-through.
• Support Business Development, Resource, and other departments in identifying new products, services, workflow improvements, or innovative solutions that create value for clients and improve internal efficiency.
• Attend industry, client, or supplier events as a company representative.
• Participate in leadership development, management training, fundraising, direct response, technology, AI, data, or operational improvement learning opportunities to stay current and strengthen team effectiveness.
• Contribute to internal initiatives that improve how PS operates, including efforts tied to role clarity, performance management, onboarding, learning and development, engagement, quality, productivity, and internal service quality.

Qualifications

• Bachelor’s degree in a related discipline preferred, such as business administration, communications, graphic arts, print management, operations, or a related field, or equivalent combination of education and experience.
• Minimum of 10 years of client-based experience in direct mail, production management, operations, client service, or related work.
• Minimum of 6 years of experience managing direct reports, preferably teams of 8 or more.
• Demonstrated ability to lead teams through complexity, shifting priorities, ambiguity, and change while maintaining focus, accountability, and service quality.
• Strong customer and stakeholder focus, with the ability to clarify expectations, manage competing priorities, communicate risks, and deliver value through reliable follow-through.
• Strong business acumen and comfort using data, reports, metrics, financial information, and operational insight to support decisions and improve outcomes.
• Practical technology fluency, including comfort learning new systems, using digital tools, and identifying where technology, automation, or AI can improve productivity and reduce administrative burden.
• Strong process improvement mindset, with the ability to question inefficient processes, reduce rework, simplify handoffs, and test better ways of working.
• Excellent communication skills, including the ability to explain complex or technical information clearly to clients, suppliers, staff, and leadership.
• Strong people leadership skills, including coaching, feedback, performance management, development planning, and the ability to build trust and collaboration across a team.
• Ability to balance quality, cost, timeline, client needs, staff capacity, and business impact when making decisions.
• Strong attention to detail, organizational skills, planning skills, and problem-solving ability.
• Growth mindset and learning agility, with a willingness to learn, unlearn, adapt, and help others build new capabilities.

What’s Attractive to the Right Candidate?

• You will have the opportunity to lead a highly experienced team in a business that values client service, collaboration, quality, and execution.
• You will play an important role in helping PS become more future-ready by improving how work gets done, strengthening team capability, and supporting practical change that improves both employee and client experiences.
• You will be part of a company that is focused on building stronger systems, clearer ownership, better use of technology, and a more consistent leadership environment.
• We invest time and effort in our staff, including onboarding, training, development, and opportunities to stay connected and continue growing.
• Production Solutions is part of the Moore family of companies and continues to offer the stability and opportunity of a growing organization.

Benefits

• We offer a competitive benefits package: comprehensive major medical/dental/vision plans (coverage starts on the 1st day of the month following your start date) and employer-paid life insurance, AD&D, and short-term disability.
• We also offer additional voluntary life insurance and voluntary long-term disability.
• A Flexible Time Off (FTO) policy, five sick days allowance, and 12 paid holidays.
• Optional benefit flex-spending account (medical and dependent care), a 401(k) plan, and $250 monthly tax-free reimbursement.
• The monthly work-from-home stipend is intended to support reasonable expenses incurred while working remotely.