Director of Client Experience

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Director of Client Experience

About CTS:

Capitol Tech Solutions (CTS) is a leading tech consulting company that partners with businesses across various industries to provide innovative solutions and drive digital transformation. Our team of skilled professionals are committed to delivering top-notch consulting services that help our clients stay ahead of the competition and achieve their business objectives.

Our clients are passionate people driven by dynamic wants, needs, and desires to reach their business goals. Capitol Tech Solutions' mission is to facilitate an experience allowing our clients to own the end-to-end customer journey. CTS is seeking an individual empowered to connect with customers in professional, personal, and meaningful ways that respect them as people, not just customers.

Primary Responsibilities:

The Director of Client Experience will focus on implementing company-wide initiatives that improve client relations, monitor project progress, and ensure project quality. The role is similar to a Director of PMO. The Director of Client Experience is responsible for collaborating with project coordinators/managers to keep projects on track and meet client expectations while communicating project updates. They are responsible for developing a coaching and training process to motivate team members to meet project goals and drive success. The individual will monitor and report on programmatic and project milestones to the VP of Operations to drive strategic client relations across the organization.

• Establish and enforce project governance standards and best practices to ensure consistency, quality, and compliance across all projects.
• Manage and prioritize project portfolios, aligning them with strategic business objectives, and ensuring resource allocation meets project demands.
• Develop and enhance project management methodologies, tools, and templates to support project teams in delivering successful outcomes.
• Create and maintain project performance metrics and reporting systems to provide stakeholders with real-time project status updates and insights.
• Identify, assess, and mitigate project risks, and implement risk management strategies to ensure project success.
• Create company-wide goals to improve customer experience.
• Facilitate effective communication between project teams, stakeholders, and executive leadership, ensuring alignment with project goals and objectives.
• Responsible for listening to different problems in the customer experience and project process to find the right solutions.
• Figure out ways to increase customer satisfaction and build brand loyalty.
• Gather customer feedback, such as surveys, to learn more about their experience with the company.
• Collaborate on the timeline for the completion of tasks and milestones for a given project.
• Make presentations to clients and leadership executives concerning different phases of a project.
• Track different elements of the project plan and suggesting adjustments where needed to stay on track.
• Collaborate with HR, Sales and project managers to ensure the allocation and availability of resources to meet project needs.
• Drive a culture of continuous improvement within the PMO, identifying opportunities for optimization and efficiency gains.

Qualifications:

• Bachelor's degree in business, technology, or a related field; PMP or other relevant certifications are a plus.
• Proven experience in project management, with a minimum of 7 years and in a leadership role.
• 7+ years of end-to-end managing the customer experience process of projects and strong knowledge of project management methodologies, tools, and best practices.
• Excellent communication, interpersonal, and leadership skills.
• Proficiency in project management software and tools.
• Exceptional problem-solving and critical-thinking abilities.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong organizational and time-management skills.

Job Type: Full-time

Pay: $100,000.00 - $125,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person