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Director Client Experience Jobs in Washington (NOW HIRING)

AEG

Manager, Client Retention

Washington, DC · On-site

$63K - $77K/yr

Reporting to the Director, Client Retention, the Manager, Client Retention is responsible for ... experience. * Lead the planning and execution of Season Plan Holder events, exclusive member ...

C5MI Insight

SAP Managing Director/Client Partner

Reston, VA · On-site

$69.50 - $90.50/hr

C5MI Insight LLC is seeking an experienced Managing Director, SAP Regulated Industries to accelerate growth within the U.S. Department of Defense market and SAP ecosystem. This role sits at the ...

WESBANCO

Client Relationship Officer

Bowie, MD · On-site

... experience and supports growth initiatives. Emphasis is placed on relationship management and ... direct client contact information such as but not limited to email addresses and phone numbers in ...

K2services

Client Relations Supervisor

Washington, DC

$34 - $35/hr

As the Client Relations Supervisor, you will oversee a team of approximately six employees across ... Proven leadership experience with direct reports. * Strong decision-making and conflict-resolution ...

InnSpace

Principal, Client Engagement

Bethesda, MD

$140K - $200K/yr

This role reports tothe Director, Client Engagement and plays a central part in expanding ... Experience developing and executing business development strategy, forecasting, and pipeline ...

InnSpace

Principal, Client Engagement

Bethesda, MD · On-site

$140K - $200K/yr

This role reports tothe Director, Client Engagement and plays a central part in expanding ... Experience developing and executing business development strategy, forecasting, and pipeline ...

Dcode

Director of Client Success- Army

Washington, DC · On-site

$133K - $176K/yr

Role Summary We are seeking a mission-driven, results-oriented Director of Client Success to lead ... Proven experience managing government contracts (DoD preferred), with strong understanding of ...

Dcode

Director of Client Success- Army

Washington, DC · On-site

... experience. * Engage regularly with senior-level military clients in order to become a trusted ... Work closely with the Army Senior Director to drive client retention, identify new and up-sell ...

InnSpace

Principal, Client Engagement

Bethesda, MD · On-site

$140 - $230/hr

Innspace is an international hospitality general contractor with over 25 years of experience ... This role reports to the Director, Client Engagement and plays a central part in expanding and ...

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Director Client Experience jobs near you
Infographic showing various Director Client Experience job openings in Washington as of August 2026, with employment types broken down into 1% As Needed, 74% Full Time, 15% Part Time, 2% Temporary, and 8% Contract. Highlights an 86% Physical, 2% Hybrid, and 12% Remote job distribution.

Customer Service Manager (Client Experience)

National Board for Certification in Occupational Therapy

Gaithersburg, MD • On-site

$85K - $95K/yr

Full-time

Medical, Vision, Life, Retirement, PTO

This job post has expired 3 days ago. Applications are no longer accepted.

Job description

The Client Experience Manager is the lead member of the Client Management team, a core function within the Credentialing Services department, focused on delivering high-quality client support throughout the certification lifecycle. The team serves as the primary point of contact for candidates, certificants, and partners, providing responsive assistance, resolving inquiries, supporting exam administration, reviewing eligibility, and ensuring timely and accurate administrative processing, while collaborating closely with Credentialing Services to maintain consistency, compliance, and operational efficiency.
This role is focused on leading and managing the Client Management team and ensuring alignment, accountability, and effectiveness by establishing clear expectations and maintaining quality standards and compliance, while overseeing day-to-day service delivery operations. In addition, this role drives improvements to enhance customer experience and operational efficiency.
Scope of Responsibility:
  • Receives high-level objectives rather than task-level direction.
  • Sets team priorities, allocates resources, and resolves competing demands.
  • Makes independent people and delivery decisions within established goals.
  • Accountable for sustained performance, engagement, and development of a team.
  • Influences outcomes through planning, prioritization, and performance management.
Essential Functions
Leadership & Operational Oversight
  • Provides leadership for the Client Management team, including departmental structure, priorities, and decision-making.
  • Establishes and monitors performance and service delivery metrics to evaluate team performance, inform strategic priorities, and support continuous improvement in service delivery.
  • Serves as a liaison with the test administration partner by submitting and tracking support tickets, ensuring timely resolution for standard exam administrations.
  • Leads continuous improvement efforts to increase quality, efficiency, and effectiveness of customer service.
  • Drives adoption of AI-enabled tools and technologies to streamline workflows and improve accuracy.
  • Supports department and company-wide initiatives and cross-functional priorities.
People Management
  • Serves as the primary communication lead for the client management team, ensuring team alignment on products, services, policies, procedures, and organizational updates.
  • Leads training and change management efforts across the team.
  • Manages performance by clarifying expectations, addressing performance issues, and providing regular feedback, training, and coaching for skill development.
  • Establishes clear goals, expectations, and success metrics for direct reports.
  • Manages team workflows, cross-functional coordination, allocates resources effectively, and resolves complex operational issues.
Customer Experience & Service Excellence
  • Drives initiatives to enhance the overall customer experience across all service channels.
  • Develops and implements solutions to service challenges in digital platforms, communications, and service delivery.
  • Ensures consistent, high-quality customer service through clear expectations, monitoring, and coaching.
  • Maintains the ability to perform all core customer service functions and actively supports the team during high-volume periods, escalations, or resource constraints to ensure seamless service delivery.
Quality Assurance & Compliance
  • Ensures the quality and compliance of customer service activities by monitoring performance and service-related metrics.
  • Leads reviews and updates of forms, handbooks, website content, and other published materials to ensure accuracy, consistency, and compliance with policies, accessibility, and accreditation standards.
  • Collaborates with the team to resolve general, administrative, technical, and security-related complaints and investigations; ensures timely issuance of formal responses and accurate documentation for completeness, compliance, and quality.
And other job-related responsibilities as needed to support NBCOT's mission, vision, and values.
Required Qualifications
Education and Experience
  • High school diploma or equivalent is required, associate's degree or higher is preferred, along with 6+ years of progressively responsible experience in customer service, including 2+ years of people management experience, or equivalent combination of education and experience.
  • Demonstrated experience in enhancing customer service operations and implementing tools and technology.
  • Experience in tracking and analyzing metrics to inform decisions, implement improvements, and develop team members.
Technical Proficiency
  • Advanced knowledge of business and productivity software, Customer Relationship Management (CRM), and Microsoft 365.
  • Able to perform advanced-level tasks independently including customizing workflows, generating complex reports, troubleshooting issues, and providing training or support to others.
Competencies
  • Effective communication skills
  • People and performance management
  • Evidence-based decision making
  • Critical thinking
  • Customer orientation and service excellence
  • Attention to detail and results orientation
  • Continuous improvement
  • Collaboration
  • Adaptability and resilience
Work Environment and Physical Demands
  • Work environment - Hybrid
  • Work schedule - 35 hours per week (full-time)
  • Physical demands
    • Sitting, standing, and walking - frequently (2.5-5.5 hours/day)
    • Fine hand manipulation and grasping/handling (typing, using small tools) - frequently (2.5-5.5 hours/day)
    • Reaching above shoulder level - rarely (not daily)
    • Bending, stooping, pushing, pulling, lifting, and carrying up to 50 lbs. - rarely (not daily)
Salary: $85,000 - $95,000 depending on experience
Join Our Team
At NBCOT, justice, equity, diversity, and inclusion (JEDI) are an integral part of our mission and vision and having a diverse staff and inclusive workplace is one of the ways we put our values into action. We promote a culture where employees collaborate in an energizing environment while focusing on the high-quality work that makes us stand out in the certification industry. We also believe that life-work balance is important and demonstrate this belief with a generous benefits package that includes:
  • 35-hour work week
  • over 30 paid days off each year
  • paid medical insurance
  • matched 401K plan and discretionary profit-sharing contributions
  • annual bonus and salary adjustments
  • covered life insurance and short-term and long-term disability
  • voluntary benefits: vision, term life, critical illness, accident,and pet insurance

NBCOT is proud to be on The NonProfit Times' list of The Best Nonprofits to Work For since 2014.

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