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Director of Client Services

• Production Solutions â?

? A Moore Company

Director of Client Services Position OverviewAbout UsProduction Solutions, a member of the Moore family of companies, is an industry leader in direct mail production management. We believe breakthrough results come from inspired people, ambitious thinking, exceptional service, and strong collaboration. We listen, understand, strategize, create, and direct mail campaigns within annual fundraising programs.

As we continue to evolve, we are focused on becoming more future-ready and change-ready by strengthening how we work, lead, use technology, solve problems, and deliver value for our clients and each other. This means building the skills, systems, and mindset needed to adapt, improve productivity, reduce friction, and with excellence in a constantly changing environment.

SummaryReporting to the Vice President of Client Operations and Services, the DCOS will lead, coach, and develop a high-performing production team in a complex, customer-focused, deadline-driven environment. The role is responsible for ensuring the consistent delivery of PS's value proposition while helping the organization operate more disciplined, efficient, and future-ready.

The DCOS plays a key leadership role in driving execution, strengthening team capability, improving communication and accountability, and identifying opportunities to simplify work, leverage technology, increase productivity, and improve the client and employee experience. This reflects PS's internal focus on continuous improvement, technology and AI literacy, customer and stakeholder focus, business acumen, and execution with impact.

This position requires a leader who can balance people leadership, operational discipline, client stewardship, financial awareness, quality control, and change readiness. The right candidate will be able to help teams adapt, stay aligned, take ownership, and deliver strong results through ongoing change.

Primary Responsibilities

• Lead, coach, and develop a team responsible for direct mail production execution, ensuring work is delivered with quality, accuracy, accountability, and strong client service.
• Build team capability by reinforcing future-ready skills, including learning agility, critical thinking, communication, collaboration, adaptability, accountability, customer focus, technology fluency, and continuous improvement.
• Manage team capacity, workload, priorities, and staffing needs in partnership with Business Development, Resource, Accounting, and other internal teams to support current work, growth opportunities, and client needs.
• Identify and implement process improvements that increase productivity, reduce rework, simplify handoffs, improve quality, and allow the team to do the same or more work with less friction.
• Encourage practical use of technology, data, automation, and AI-enabled tools w appropriate to improve team efficiency, decision-making, visibility, and client outcomes. Internal materials emphasize technology and AI literacy, productivity, data literacy, and comfort with systems, dashboards, trends, and automation.
• Ensure strong client and stakeholder focus by understanding expectations, managing risks, communicating proactively, and delivering responsive, reliable, solutions-focused service.
• Use data, financial awareness, and business judgment to forecast and manage revenue, monitor costs, evaluate risks, and make informed operational decisions.
• Provide guidance in client and supplier meetings related to project milestones, timelines, costs, risks, recommended changes, and opportunities to improve efficiency or outcomes.
• Reinforce consistent communication, role clarity, ownership, and follow-through across the team so expectations, decisions, and next steps are clear.
• Ensure adnce to compliance, regulatory standards, and PS Quality Control processes and procedures.
• Partner with Human Resources/Talent & Culture on interviewing, hiring, onboarding, training, performance reviews, development planning, and performance management.
• Communicate timely and thoroughly when issues arise, including resolution plans, costs, timelines, client impact, and internal next steps.
• Help translate company priorities into practical actions for the team, especially as PS continues to strengthen its change-ready culture, improve systems, and build future-ready capabilities.
• Non-Essential Duties and Responsibilities
• Model leadership behaviors that support a change-ready culture, including transparency, collaboration, accountability, adaptability, and follow-through. Internal materials connect change readiness to adaptability, cohesion, and agency.
• Support Business Development, Resource, and other departments in identifying new products, services, workflow improvements, or innovative solutions that create value for clients and improve internal efficiency.
• Attend industry, client, or supplier events as a company representative.
• Participate in leadership development, management training, fundraising, direct response, technology, AI, data, or operational improvement learning opportunities to stay current and strengthen team effectiveness. The original overview already included workshops, seminars, coursework, leadership development, management skill development, fundraising, direct response, and marketing.
• Contribute to internal initiatives that improve how PS operates, including efforts tied to role clarity, performance management, onboarding, learning and development, engagement, quality, productivity, and internal service quality.
• Qualifications and Skills
• Bachelor's degree in a related discipline preferred, such as business administration, communications, graphic arts, print management, operations, or a related field, or equivalent combination of education and experience.
• Minimum of 10 years of client-based experience in direct mail, production mana.

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