• Responsible for delivering against KPIs – Health and Safety, Retention, Quality and Finance. • Expected to have the confidence and credibility to lead your teams. • Create strong client relationships. • Demonstrate evidence of supporting and developing a growing team. • Encourage team success and help achieve objectives. • Show leadership and strength appropriate for the role as Director.

• Own and run the weekly operating rhythm for delivery performance, including clear visibility into volume, capacity, deadlines, quality, and risks • Drive accountability through action tracking, follow-ups, and continuous process improvement • Identify bottlenecks, redesign workflows, and reduce friction across the investigation lifecycle • Build and maintain staffing and capacity models tied to volume, throughput, and deadlines • Partner with finance to understand unit economics and protect margin as volume increases • Improve workflows using tools we already use (Google Workspace, dashboards, case systems) • Use automation or AI where it makes sense to reduce manual work

• Set up and configure project management boards in Asana (or equivalent tools) for each new client engagement, including task structures, timelines, milestones, and team assignments. • Support progress on resource scoping activities, ensuring the right team members are allocated and timelines for deliverables, including rate turnaround are clearly defined and adhered to. • Develop and maintain standardized launch playbooks and checklists to ensure consistency across engagements. • Maintain accurate and up-to-date rate cards, and pricing documentation for all active client accounts. • Track rate changes, approvals, and renewal timelines; proactively flag upcoming expirations or discrepancies. • Implement and manage client satisfaction surveys (NPS, CSAT, or similar) at key milestones and on a recurring basis. • Monitor and document qualitative and quantitative signals of client sentiment, including feedback from calls, emails, and meetings. • Maintain a client health scorecard and escalate at-risk accounts to leadership with supporting context and recommended actions. • Serve as a key point of contact for day-to-day client operational inquiries, ensuring timely and professional responses. • Draft and send regular status updates, project reports, and operational communications to clients. • Manage the full contract lifecycle: drafting, review routing, execution tracking, storage, and renewal scheduling. • Maintain a centralized contract repository with clear version control and easy access for authorized stakeholders. • Support client onboarding and offboarding processes, ensuring a smooth transition at every stage of the engagement lifecycle. • Assist with invoicing coordination, purchase order tracking, and billing reconciliation in partnership with Finance. • Contribute to the development and continuous improvement of internal SOPs, templates, and operational workflows. • Prepare data and materials for Quarterly Business Reviews (QBRs) and executive-level client reporting. • Support cross-functional initiatives related to CRM hygiene, data integrity, and process automation.

• Ensure service delivery in a manner that meets or exceeds client expectations • Directly responsible for the operational delivery objectives set forth by the client scopes of work and service level agreements • Lead a team of Account Coordinators • Drive the customer service experience by measuring and analyzing performance metrics in alignment with key company objectives centered on exceptional service, customer retention, and quality assurance