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livingHR, Inc. · 3 months ago

Director, Client Experience (People Operations/HR Tech)

Tampa, FL

Full-time

Hybrid

Director/Executive

$80K/yr - $120K/yr

10+ years exp

livingHR is a remote-first professional services agency focused on enhancing workplace experiences through human-centric HR solutions. The Director of Client Experience will lead HR tech projects, develop modernized solutions, and ensure exceptional client service delivery while managing strategic client accounts.

Human Resources

Growth Opportunities

Responsibilities

Support the development of modernized people solutions for HR/People teams and their employees in all aspects of HR/People Operations to improve workplace experiences

Use human-centric design thinking approach to build client deliverables and provide exceptional client employee experiences

Lead HR tech projects to include strategy, requirements gathering, vendor selection, and implementation

Oversee system configuration, integration, user acceptance testing, and training

Drive adoption through change management, communication, and ongoing optimization

Draft client surveys to support clients’ overall project needs and objectives

Admin surveys for client projects, to include building in survey tool, launching communications, building results dashboard, and communicating with the delivery team with updates/needs, etc

Build, manage and analyze survey dashboards using tools like PowerBI, Tableau, or similar

Work on project deliverables in livingHR’s practice areas: Org Design and Workforce Planning, People Operations and Core HR, HR Tech Selection and Implementation, Total Rewards and Compensation, Strategy (M&A, Business Strategy, People Strategy), Performance Management / Learning and Development, DEIB

Support client engagements with a focus on delivery excellence, strategic alignment, and profitability

Positively impact client satisfaction and retention through exceptional service delivery and achievement of KPIs (e.g., NPS, client retention, referrals, account growth)

Partner with the Principal to build and maintain strong client relationships, delivering strategic insights that influence clients’ KPIs (e.g., eNPS, turnover, time to fill) and identifying client growth opportunities

Serve as a trusted advisor from initial engagement to ongoing client evolution, demonstrating livingHR’s value as a long-term partner

Apply project management skills to ensure accurate reporting, effective communication, and successful project outcomes

Track billable work and maintain project management software and CRM data

Align HR strategies with clients’ broader business objectives through a combination of strategic thinking and hands-on operational expertise

Participate in highly collaborative project teams to deliver support and deliverables to clients in alignment with livingHR’s standards for productivity, utilization, and client impact

Partner with project teams to deliver strategic insights through QBRs and executive summaries to provide recommendations to clients to enhance the employee experience and business outcomes

Optimize HR processes, policies, and systems to enhance efficiency, compliance, and employee experience

Implement core HR practices, including onboarding, employee relations, and policy development

Advise on compliance with federal, state, and local employment laws and regulations

Own strategic client accounts, driving growth through exceptional delivery

Facilitate executive-level discussions to align HR strategies with business goals

Lead proposal development and support business development activities

Advise client executives on organizational design, talent, and culture

Qualification

HR generalist experienceClient relationship managementHR tech project managementHR certificationsSurveyDashboard toolsConsulting skillsCommunication skillsOrganizational skillsAdaptability

Required

Strong preference for experience working directly with clients in professional services, PEOs, or recruiting agencies

Internal HR generalist experience required across multiple disciplines (e.g., talent acquisition, employee relations, total rewards, workforce planning)

Commitment to flexible, high-performance ways of working in exchange for exceptional performance

Self-motivated, adaptable, and able to thrive in a fast-paced, client-facing environment

Exceptional organizational skills with the ability to manage multiple client accounts and projects simultaneously

Strong communication, consulting, and relationship management skills

Willingness to travel as needed (minimal travel required)

Proficiency with reporting, survey and dashboard tools with systems like PowerBI, Tableau, and/or Qualtrics

For senior levels, demonstrated executive presence, influence, and advisory skill

10+ years HR/consulting experience, including significant client relationship management. Demonstrated success advising senior leaders and delivering enterprise-level HR initiatives

Bachelor's required; Master's degree strongly preferred

This role is primarily performed in a remote or office setting and requires the ability to:

Work at a computer for extended periods

Communicate clearly and effectively through digital platforms

Participate regularly in video meetings with camera on

Travel occasionally to client sites and work onsite, which may involve standing, walking, or facilitating in-person meetings

Occasional light lifting of materials up to 10 pounds may be required. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of the role

Preferred

Preferred certifications include HR credentials (PHR, SPHR, SHRM-CP, SHRM-SCP) and HR tech platform certifications (Workday, SuccessFactors, Oracle HCM, etc.)