Director of Client Experience

The Director of Client Experience sets the strategy for client engagement and service delivery across the third-party administration (TPA) portfolio. This role builds trusted partnerships with clients, brokers, carriers, and internal executives; translates client priorities into coordinated action; and holds teams accountable for delivering measurable results. The Director leads retention, renewals, implementations, executive reporting, and continuous improvement while identifying opportunities to strengthen partnerships and expand revenue. Success requires executive presence, sound knowledge of claims and TPA operations, disciplined execution, and the ability to influence outcomes across complex, cross-functional environments. Essential Duties and Responsibilities Support and lead a high-performing Client Experience team, setting clear expectations, developing talent, and fostering accountability for client and business outcomes. Serve as the relationship leader for clients, brokers, consultants, carriers, vendors, and other stakeholders, aligning expectations, contractual commitments, and program priorities. Own end-to-end client service delivery for TPA claims programs, including account management, issue resolution, reporting, contract administration, renewals, implementations, and ongoing communication. Manage contract administration and renewal activities, including contract profiles, key dates, pricing changes, required approvals, authorized signatures, and coordinatio