Director of Client Services at MILESTONE & CO LLC
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About This Position
Company Overview:
Milestone is an innovator in post-settlement solutions, providing technology-enabled administration services to law firms managing complex mass tort settlements. Through its proprietary Pathway® platform, Milestone has transformed post-settlement distribution by delivering a more efficient, transparent, and data-driven process for managing claims administration and settlement disbursement.
Position Description:
This position is responsible for overseeing Milestone’s client service function, ensuring exceptional support and execution for the organization’s existing client base within the mass tort environment. The role focuses on strengthening long-term client relationships, ensuring successful execution of client engagements, and delivering consistent, high-quality service across Milestone’s existing client portfolio.
This position partners closely with internal operational, technology, and leadership teams to ensure client needs are understood and delivered upon throughout the lifecycle of each engagement and case portfolio. Through strong leadership, operational oversight, and process improvement, this role supports high-quality outcomes for the organization and its clients.
Essential Duties & Key Responsibilities:
- Lead and oversee Milestone’s client service function, ensuring consistent, high-quality support for existing clients and engagements.
- Serve as the primary senior leader responsible for maintaining strong relationships with Milestone’s existing client base.
- Ensure client engagements are executed effectively from kickoff through completion, maintaining alignment with agreed timelines, service expectations, and operational standards.
- Partner with internal teams including operations, finance, technology, and project management to ensure seamless coordination and delivery of services to clients.
- Develop and maintain strong communication channels with clients to ensure transparency, responsiveness, and trust.
- Monitor client engagement performance, service quality, and operational metrics to ensure consistent outcomes and continuous improvement.
- Address and resolve complex client concerns or escalations, ensuring issues are handled promptly and professionally.
- Reinforce service standards, best practices, and operational processes that support consistent client outcomes.
- Lead, mentor, and develop members of the client service team to promote accountability, collaboration, and professional growth.
- Collaborate with leadership to ensure client service strategies align with company goals and long-term organizational priorities.
- Promote a culture of high performance and continuous improvement, with a focus on exceptional service and operational excellence.
- Develop a deep understanding and appreciation of the Company and the industry it serves.
- Take ownership of actions and behavior, follow through on commitments, and ensure timely communication with clients as promised.
Requirements & Qualifications:
- Bachelor’s degree required or equivalent education and experience.
- 10+ years of experience in client services, account management, operations, or a related leadership role.
- Proven experience managing and strengthening long-term client relationships within professional services, financial services, legal services, or a related environment.
- Demonstrated experience leading teams and managing complex client engagements or service delivery operations.
- Experience supporting litigation, mass tort, claims administration, settlement administration, or other complex legal service environments preferred.
- Strong leadership, organizational, and problem-solving skills.
- Excellent verbal and written communication skills with the ability to effectively engage with both clients and internal stakeholders.
- Ability to manage multiple priorities while maintaining strong attention to detail and service quality.
- Experience implementing operational improvements, service standards, or process enhancements.
- Ability to work collaboratively across departments to ensure consistent and effective service delivery.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle, or feel objects, tools, or controls; and reach with hands, talk, and hear. The employee frequently views a computer monitor and frequently uses a computer keyboard. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is regularly required to be mobile, and the employee occasionally travels both short and long distances via a variety of conveyances.
Milestone & Co LLC is an Equal Opportunity Employer
Minorites/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity
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Job Location
Job Location
This job is located in the United States region.