Corporate Tools is proudly, stubbornly independent. No outside investors calling the shots. It’s just us choosing customers over profits, every time. We build the behind-the-scenes tools that keep businesses running: software, LLC filings, registered agent service, website and domain registration, address services… basically all the unglamorous stuff that makes companies actually work. We’ve grown into one of the largest B2B providers in the U.S. by sticking to a simple mission: solve the real, messy, confusing problems of starting and running a business, while keeping your privacy intact and making your life a whole lot easier.
Client Experience Director
Location
Texas + 3 moreAll locations: Texas | Washington | Idaho | Utah
Posted
88 days ago
Salary
$85K / year
Seniority
Senior
Job Description
Client Experience Director
Corporate Tools LLC
Overview: Corporate Tools in Post Falls, Idaho is searching for an experienced and successful Client Experience Director . This position is key to the support and development of our front line coaches in a contact center environment. You will also be responsible for hiring, strategy, training, performance, quality, employee satisfaction, and accountability process for all inbound customer service groups (Phone/Email/Chat). As a Client Experience Director, you will focus on people and process improvements, team building, collaboration, coaching, accountability, and recognition while you build and support our team of customer service experts. This job is coded as "Flex" which means the company does not currently require this position to be performed in office. All shifts are centered around regular business hours for Pacific Standard Time. If you are in a different time zone, you must adjust accordingly. Wage: $85,000/year Benefits: - 100% employer-paid medical, dental and vision for employees - Annual review with raise option - 22 days Paid Time Off accrued annually, and 4 holidays - After 3 years, PTO increases to 29 days. Employees transition to flexible time off after 5 years with the company-not accrued, not capped, take time off when you want - The 4 holidays are: New Year's Day, Fourth of July, Thanksgiving, and Christmas Day - Paid Parental Leave - Up to 6% company matching 401(k) with no vesting period - Quarterly allowance - Use to make your remote work set up more comfortable, for continuing education classes, a plant for your desk, coffee for your coworker, a massage for yourself... really, whatever - Open concept office with friendly coworkers - Creative environment where you can make a difference - No dumb benefits like free dog walking on the weekends that snobby hipster places have to make you feel cool, but mathematically won't cost the company much money because you won't use it - Trail Mix Bar --- oh yeah Responsibilities: - Training, motivating, guiding and inspiring a team of Customer Service coaches - Ability to learn and adapt to an autonomy driven, employee focused company culture - Ability to communicate a vision that ensures that culture is built into the fiber of our team as we rapidly grow - Participate actively in an Operations group on a sprint schedule moving most important projects forward - Drive initiatives and often times create projects that elevate client experience outcomes and align with operational goals - Expert at identifying candidate strengths and risks during the hiring process - Communicate and support new process and product roll outs and changes - Balance organization/business focus with culture/people focus - Collaborate across all departments to identify and improve communication and processes - Evaluate the effectiveness of coaching, quality, recognition, collaboration, and accountability approach - Provide guidance to employees and coaches on their personal and professional development - Responsible for all aspects of staffing including time off, productivity, efficiency, and schedule adjustments for 150+ person multi-channel customer service team Requirements: - 5+ years of experience as a leader managing large teams in service delivery environment - 2+ years leading and developing people managers - Thoughtful and intelligent with sound business aptitude, demonstrated leadership success, and a natural ability to build a strong and self-supporting team - Proven track record of success in people first customer service environments - Courage to tactfully challenge existing process and/or direction to support employees and/or the business - Ability to build trust, train, motivate and develop employees, including existing leaders - Develop, implement, and maintain process improvements through growth and change - Acts with integrity, demonstrating honesty, transparency, positivity, and trust - Great attitude, fun to be around, constantly seeking to improve - Adaptable and willing to flex with changes, promote positive change management, and help drive company initiatives - A high threshold for navigating ambiguity and building effective solutions that scale
Benefits
- 401(K), 401(K) matching, Company-sponsored outings, Company sponsored family events, Customized development tracks, Dental insurance, Disability insurance, Flexible work schedule, Generous parental leave, Generous PTO, Health insurance, Open door policy, Life insurance, Mean gender pay gap below 10%, Open office floor plan, Paid holidays, Paid industry certifications, Paid sick days, Onsite office parking, Pet insurance, Promote from within, Relocation assistance, Remote work program, Sabbatical, Free snacks and drinks, Team based strategic planning, OKR operational model, Continuing education available during work hours, Unlimited vacation policy, Vision insurance, Mental health benefits, Home-office stipend for remote employees, Hiring practices that promote diversity
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Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly. Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: - Abide by Mastercard’s security policies and practices; - Ensure the confidentiality and integrity of the information being accessed; - Report any suspected information security violation or breach, and - Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines. In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. 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Reporting and Executive Communication - Present high-level media performance reports to senior leadership, translating complex data into clear narratives about what is driving results and where to invest next. - Develop dashboards and automated reporting that provide real-time visibility into spend pacing, performance, and ROI across all channels. - Proactively surface audience insights, media consumption trends, and competitive intelligence that inform broader marketing and business strategy. - Apply AI tools to automate reporting, generate data summaries, identify performance anomalies, and produce scenario-based forecasts that enable faster and more informed decision-making. QUALIFICATIONS AND EXPERIENCE Required - 10+ years of progressive experience in media planning, buying, and strategy across both digital and traditional/offline channels, with at least 3 years in a Director-level or equivalent leadership role. - Demonstrated experience managing annual media budgets of M or more. - Hands-on expertise with major digital advertising platforms: Google Ads, Meta Ads Manager, TikTok Ads, Snapchat Ads, YouTube, and programmatic DSPs (The Trade Desk preferred). - Proven experience planning and buying across premium publishing (digital and print), audio/podcasts, streaming platforms (ad-supported tiers), sports sponsorships, OOH, and experiential/IRL channels. - Strong proficiency with audience research and media planning tools such as MRI Simmons, Comscore, Nielsen, or equivalent platforms. - Deep understanding of full-funnel media strategy, including top-of-funnel brand awareness, mid-funnel consideration, and bottom-of-funnel direct response, with the ability to architect integrated plans across all three. - Strong analytical skills with proficiency in Google Analytics, Looker, Tableau, or equivalent reporting and visualization tools. - Experience with A/B and multivariate testing frameworks for ad creative, landing pages, and audience segmentation. - Track record of working at Fortune 500 companies or equivalent large-scale enterprise organizations, with a career history that reflects longevity (3+ years at key employers) and consistent upward progression (successive title promotions within organizations). - Experience managing and developing direct reports, with a clear philosophy on coaching and team building. - Demonstrated proficiency with AI tools in a professional marketing or media context. This includes experience using AI for tasks such as audience analysis, campaign optimization, creative generation or testing, competitive research, reporting automation, or media plan modeling. Candidates should be able to articulate specific examples of how AI has improved their workflow, decision-making, or campaign outcomes. - Bachelor’s degree in Marketing, Advertising, Business, Economics, or a related field. Preferred - Experience in subscription-based, marketplace, or consumer technology businesses. - Familiarity with premium/luxury brand positioning and marketing to affluent demographics. - Experience developing differentiated media strategies for distinct audience segments within the same brand. - Experience with media mix modeling (MMM) and/or incrementality testing methodologies. - Experience with travel media (airport, in-flight, hospitality) and/or sports sponsorship planning and buying. - MBA or advanced degree in a relevant discipline. COMPENSATION AND BENEFITS This is a full-time, remote position open to candidates based in the United States. - Base Salary: $140,000 – $180,000 annually, commensurate with experience. - Performance Bonus: Annual bonus tied to media performance KPIs and company objectives. - Benefits: Comprehensive health, dental, and vision insurance; 401(k); generous PTO; and the flexibility of a fully remote work environment. HOW TO APPLY Please submit your resume along with a brief cover letter that addresses the following: - A specific example of a full-funnel media campaign you led across both digital and offline channels, including budget scale, channels used, and measurable outcomes. - Your approach to evaluating which publications, platforms, and media environments are most effective for reaching a specific target demographic, including any research tools or methodologies you use. - How you have mentored or developed a direct report in a previous role. Reflex Media is an equal opportunity employer.
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