About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.
It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.
What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.
Senior Director of Client Services
What does the Senior Client Services Director really do? Think of yourself as someone who will play a direct role in the operational growth, change and innovation of the business with strategic initiatives.
Imagine yourself going to work with one thing on your mind: that you will manage one or two strategic campaigns and as needed non-strategic accounts, both new and existing, through the client lifecycle and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied. Responsibilities include streamlining processes, addressing client issues, and fostering strong partnerships, ultimately driving business growth and maintaining high standards of service quality.
As you tackle your new tasks for the day, you know that it comes down to one thing: that you will manage a team of three or more client services managers with roll-up responsibility for their campaigns.
Commercial Stewardship: Own the full Financial Forecasting for assigned accounts. You must demonstrate a profound understanding of commercial levers, ensuring the achievement of annual top-line revenue targets and the maintenance of gross margin percentages in strict alignment with financial forecasts.
Complex Negotiations: Lead high-value contract negotiations throughout the client lifecycle. You will navigate pricing structures, SLAs, and master service agreements (MSAs) to protect company interests while fostering a "win-win" partnership.
Portfolio Growth: Strategically identify and capture expansion opportunities to grow headcount, revenue, and margins. You will transform client "needs" into actionable commercial roadmaps.
Market Intelligence: Act as a trusted advisor by deeply understanding the client’s industry, competitive pressures, and internal drivers for success.
Executive Influence: Act as a "proactive conduit" between client C-Suite stakeholders and internal leadership. You must possess the professional gravitas to charm and influence diverse global audiences, from frontline managers to executive boards.
Complex De-escalation: Serve as the final point of escalation for critical account issues. You must remain poised under pressure, utilizing sophisticated conflict-resolution techniques to de-escalate tensions and rebuild trust during "difficult task" cycles or service failures.
Cross-Functional Orchestration: Influence across internal departments (Ops, Finance, WFM) to ensure client requirements are prioritized and met. You will provide "tough but actionable" feedback to drive course correction both internally and externally.
High-Impact Presentations: Deliver quarterly and annual business reviews that move beyond data reporting to tell a strategic story of value creation and future innovation.
Performance Accountability: Ensure the team consistently meets or exceeds Contractual KPIs. You will be responsible for the integrity of all internal and external reporting, ensuring total transparency and compliance.
Hands-on Problem Solving: Maintain a "roll-up-the-sleeves" mentality, personally diving into difficult and complex tasks when necessary to remove roadblocks for your team or the client.
Vigilant Risk Management: Proactively identify operational and commercial risks. You will not only highlight threats but architect innovative solutions that allow for rapid change without compromising stability.
Operational Discipline: Standardise best practices by brainstorming with peers and management, ensuring a consistent and "fail-proof" methodology is applied across all client workstreams.
Leveling Up Talent: Drive a culture of continuous improvement, ensuring team members are coached in advanced client communication, fraud expertise, and emerging technologies (including AI integration).
Value-Driven Initiatives: Continuously audit account performance to identify "real value" initiatives—moving beyond the scope of work to provide innovation that differentiates us from competitors.
Requirements:
7+ years of experience in client services, account management, or a similar role such as a consulting/account management role or managing customer care, call centers and/or back office operations.
Experience of leadership within the Autonomous Vehicle or Advanced Mobility sectors, with a proven track record of navigating complex regulatory frameworks and technical-commercial negotiations.
Strong strategic planning and execution skills, with the ability to develop and implement effective client service strategies.
In-depth understanding of the BPO industry, including trends, challenges, and best practices.
Knowledge of the Mandarin language is strongly preferred.
Excellent verbal and written communication skills, with the ability to interact effectively with clients, senior management, and team members.
Strong analytical and problem-solving skills, with the ability to identify issues, develop solutions, and drive continuous improvement.
Familiarity with performance metrics and KPIs, with the ability to monitor, analyze, and report on client service performance.
Experience in sales or business development, with a track record of contributing to business growth.
Ability to thrive in a fast-paced, dynamic environment, with flexibility to adapt to changing client needs and business conditions.
Bachelor’s Degree or MBA is preferred.
Work Location / Work Schedule / Travel:
Remote
UK working hours/flexible to business needs
Traveling domestically and internationally is required
How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.
DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.
We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.