Client Services Program Director

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Job Description:

Job Description

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

Candidates based in California, Colorado, Hawaii, New York, Vermont, Washington or Washington, DC:

The Compensation range for this role is 91,922.40 - 183,844.80 USD annually and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

Click here to learn about Epiq's Benefits.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.

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