Senior Director of Client Service Operations

Overview

The Senior Director of Client Service Operations leads the teams powering Origami Risk’s Professional Services and Client Success organizations. This leader’s organization drives strategic internal initiatives, oversees data analysis & governance efforts, and champions colleague learning & enablement. This role is essential to boosting client service performance and achieving business goals by streamlining operations, enhancing processes, liaising across functions, and enabling operational innovation.

Responsibilities

Operational Excellence

• Analyzes operational data to identify trends, drive insights, and support strategic decision-making
• Manages executive reporting for the Client Services organization
• Oversees resource capacity planning to ensure optimal staffing and workload distribution across client service teams
• Leads internal initiatives that improve service delivery, operational efficiency, and team performance
• Acts as a key liaison between Client Services and cross-functional teams to align priorities, drive governance, and enhance execution
• Develops and maintains dashboards and reporting tools to track performance, utilization, and initiative progress

Technology Leadership

• Drives the strategic requirements gathering process for Client Service technology solutions
• Manages tooling strategy, vendor relationships, and budget alignment
• Establishes stakeholder feedback loops to optimize the tech stack
• Tracks industry trends and emerging technologies to inform strategy
• Supports budget planning and monitors tooling-related expenses

Learning & Enablement

• Manages the design and execution of learning strategies that enhance the skills, knowledge, and performance of Client Services teams and partners
• Oversees the development and delivery of onboarding, training, and continuous learning programs aligned with business goals and client needs
• Collaborates with cross-functional leaders to identify skill gaps and create targeted enablement initiatives
• Measures the effectiveness of learning programs through performance metrics, feedback, and business outcomes
• Champions a culture of continuous improvement and professional development across the Client Services organization

Organizational Leadership

• Aligns stakeholders around a shared vision and strategic priorities
• Sets timelines and milestones to ensure timely project delivery
• Owns OKRs, training, and growth plans for direct and extended team members
• Leads performance management, including reviews and development planning
• Oversees compensation processes and team evaluations
• Accountable for the overall success of Client Service Operations

Qualifications

• Bachelor’s degree required; Master’s degree a plus
• 10+ years in client services and/or operations leadership, in fast-paced environments
• Proven track record of success and performance in a software business
• Familiarity with Professional Services and Client Success concepts and best-practices
• Highly skilled in crafting and communicating strategic plans across time horizons
• Strong leader with experience guiding large and complex business initiatives
• Effective collaborator across departments to drive business outcomes
• Strong technical familiarity and deep experience with business systems
• Clear communicator with executive presence
• Builds and nurtures high-performing teams
• Strong analytical thinker with a strategic mindset
• Track record of driving process improvements and managing priorities effectively

Benefits

• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
• Paid Time Off – Flexible options plus 10 paid company holidays where available**
• All full-time positions are hybrid, with many eligible to be completely remote
• Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
• Generous family leave options—including adoption and foster care placements
• Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
• Retirement Savings – 401(k) with company match up to 4%
• Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications
• Education Assistance Program – to help colleagues pursue industry/role-specific certifications
• Wellness Benefits – reimbursement program to invest in healthy habits as well as support better col