Director of Client Experience

Ingenovis Health

. Own and continuously improve the USN client journey across project launch, onboarding, readiness, execution, closeout, and ongoing relationship management .

Posted 10/16/2026full-timeRemote • United StatesLead💰 $104,400 - $130,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client journey management, project coordination, and operational support within the staffing services industry. Proficient in leading client engagements, synthesizing feedback for service improvements, and fostering strong professional relationships across diverse teams.

Highest-signal resume keywords

Client Journey ManagementProject CoordinationMicrosoft Office ProficiencyClient Relationship ManagementCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Project ManagementOperations SupportClient OnboardingService ImprovementDecision-Making

Soft Skills

Interpersonal SkillsOrganizational SkillsTime ManagementAdaptabilityProblem-Solving

Tools & Technologies

BullhornHubSpotSmartsheetMicrosoft OutlookMicrosoft Excel

Industry Keywords

Staffing ServicesHospital EnvironmentClient Engagement LifecycleOperational ProcessesService Quality

About the role

Key responsibilities & impact

Own and continuously improve the USN client journey across project launch, onboarding, readiness, execution, closeout, and ongoing relationship management
Define client experience standards, touchpoints, communication cadence, decision pathways, handoffs, and service expectations
Serve as a senior client-facing partner and primary continuity point throughout the engagement lifecycle
Sponsor priority client calls and provide executive presence, operational credibility, continuity, and follow-through
Oversee client priorities and commitments across the broader relationship
Capture client feedback, synthesize themes, and convert insights into measurable service improvements
Champion a client-first mindset while balancing feasibility, contracts, risk, and business priorities
Monitor client experience across workstreams and intervene on gaps, conflicting messages, missed commitments, or unresolved decisions
Support Sales and Account Management with client presentations, capability discussions, and RFP/RFI responses
Lead client status meetings and executive touchpoints covering readiness, progress, risks, decisions, and next steps
Lead the Client Onboarding and Education team
Coordinate communication across Operations, Clinical, Recruitment, Credentialing, Logistics, and other teams
Serve as escalation point for cross-workstream issues and drive timely resolution
Coach and develop client-facing team members
Provide onsite client leadership relationships and command center support during strike operations as needed
Lead client-facing closeout processes
Assist with post-engagement client debriefs and identify future partnership opportunities
Partner with internal leaders on lessons-learned reviews and process, tool, training, or service improvements
Track client experience themes and recommend improvements related to service quality, relationships, and future opportunities
Participate in early client conversations to explain USN capabilities and shape deliverable experiences
Perform additional duties as requested by management

Requirements

What you’ll need

Bachelor’s degree required, although relevant work experience may be considered in lieu of a degree
Minimum 5 years of experience in a client-facing role in the staffing services industry and/or hospital environment preferred
Experience in project coordination, operations support, or project management is essential
Working knowledge of Bullhorn, HubSpot, Smartsheet, or similar systems preferred
Strong technical skills, including proficiency in Microsoft Office, Outlook, Excel, Word, PowerPoint, and Smartsheet
Ability to quickly adapt to new tools, technologies, systems, and operational processes
Excellent verbal and written communication skills
Ability to coordinate and lead client-facing and internal operational calls
Ability to present to diverse audiences in virtual settings using camera and screen sharing
Strong organizational, time management, prioritization, and follow-up skills
Ability to manage multiple priorities in a fast-paced, high-pressure environment
Strong decision-making skills and ability to interpret procedures, policies, and project requirements
High level of interpersonal skill and discretion with sensitive or confidential information
Ability to coordinate across departments and functional areas
Demonstrated sense of urgency and accountability
Ability to build and maintain professional relationships with internal teams and external stakeholders
Ability to remain calm, professional, and solution-focused during high-stress situations
Flexible and adaptable to changing schedules, priorities, and tasks
Commitment to Integrity, Compassion, and Excellence
Ability to use telephone, email, video conference, and face-to-face communication effectively
Ability to operate office equipment, including computer, copier, scanner, camera, phone, headset, keyboard, and mouse
Ability to sit for extended periods at a keyboard and workstation
Ability to lift up to 15 pounds
Ability to travel as required

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
FSA/HSA
Company-paid life insurance
401K with discretionary match
Paid time off
Paid parental leave
Tuition reimbursement