Client Services Program Director

Job Summary:

The Epiq External Program Director (PgmD) has oversight of and responsibility for the end-to-end management of complex administration projects.  The PgmD will be responsible for the quality and accuracy of all work on complex projects.  This is a client-facing role, with the PgmD acting as the senior-most client contact for these projects.  The PgmD will manage a small team of two to three Project Managers and their teams, who will also be responsible for the day-to-day management of the complex projects.  The PD has significant experience in class action administration and experience in the structure of complex matters and the delivery of a quality product.  PgmDs will work with most of our key departments including: Sales, Data Services, Data Consulting Solutions, Web Development, Print/Mail Services, Call Center, Disbursements, Claims, Finance, and Legal.

Job Responsibilities:

A PgmD has multiple areas for which they are accountable including:

• Complex Projects:  Takes on complex projects willingly and delivers a consistent quality product.  Responsible for the structure and management of the project, the accuracy of all work, including that of other departments.
• Client Relationship Oversight: For key clients on complex projects, ensures that matters are being appropriately handled and that clients are not at risk; provides support and guidance when appropriate and escalates to leadership for awareness; engages directly with client when necessary and helps to define client needs internally so matter can be resolved appropriately and timely; understands internal structures, processes and limitations and accurately commits to clients based on realistic capabilities internally.
• Standard Measures:  Ensure team is meeting billable hour goals, budget is adhered to, invoices are accurate.
• Internal Collaboration:  Ability to work internally to meet the needs of the client while building internal relationships; understand the business areas that we depend on; support for new efforts and approaches; lessons learned implementations and feedback to others to encourage an environment of continuous improvement; ability to interact with leaders in other departments to ensure quality and timeliness of deliverables.
• Escalation Oversight:  Understand escalations and incidents on complex projects and remedy root cause with minimal impact to the client, project, and company.
• Quality: Ability to identify risk areas for quality and construct risk mitigation plans; willingness to problem solve to identify root cause; provide feedback and coaching where appropriate to team.
• Reporting: Key weekly and monthly reports are complete, accurate and timely; knowledge of the data behind the reports specific to the assigned vertical and act promptly on trends.

Job Requirements:

• A minimum of 3 years class action administration experience in a leadership/management role
• A minimum of 5 years of account management, client services and/or project management experience is required; preferably with budget responsibility for the project
• Exceptional communication skills are required. The successful candidate will be comfortable speaking to all levels within an organization internally and externally. Written and verbal communications are a key part of this role.
• Excellent computer skills, exceptional planning and organizational skills
• Exceptional attention to detail is required
• Strong analytical skills
• Excellent interpersonal skills and the ability to handle pressure
• A Bachelor’s degree or equivalent experience is required

Preferred:

• A Juris Doctorate (JD) or paralegal experience is highly desirable