Treewalk

Director, Client Experience – Service Delivery

Treewalk

full-time

Posted on:

Location Type: Hybrid

Location: Vancouver • Canada

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Salary

💰 CA$175,000 per year

Job Level

Lead

About the role

  • Own the Treewalk Client Experience
  • - Define and document the end-to-end Treewalk client journey, establish clear service principles and expectations, and translate them into practical playbooks, cadences, and communication templates that teams can consistently execute.
  • Lead Client Service Delivery
  • - Directly manage Client Service Managers, ensure consistent execution of service standards across all client portfolios, act as an escalation point for complex or high-stakes client situations, and create a clear rhythm for reviewing, coaching, and improving client service performance.
  • Operationalize the Experience Through Systems and Process
  • - Partner with operations, IT, and practice leadership to embed experience standards into workflows, tools, automation, and recurring delivery processes so the intended client experience is reinforced by systems, not reliant on tribal knowledge.
  • Monitor Quality and Coach the Team
  • - Implement lightweight quality checks across client files, communications, and workflows, provide direct coaching and feedback to Client Service Managers, and partner with leadership on performance management where service standards are not being met.
  • Drive Continuous Improvement
  • - Own client feedback mechanisms, track trends in satisfaction, escalations, churn, and referrals, and run small, practical experiments to improve the client experience and systematize what works—balancing service quality, client confidence, and operational efficiency with the clear understanding that **experience quality is a core Treewalk differentiator**, not an afterthought.

Requirements

  • Who We’re Looking ForNon-Negotiables
  • - Proven experience leading or transforming client experience in high-touch, high-expectation service environments
  • - Experience managing teams responsible for client relationships and delivery, with real accountability
  • - Strong systems thinker who translates experience into standards, process, and operating rhythm
  • - Comfortable using metrics and feedback to drive improvement
  • - Comfortable representing a firm with senior client stakeholders and leading difficult or high-stakes client conversations
  • - Willing to work in a hybrid model, with meaningful in-person presence in Vancouver
  • We are intentionally not seeking candidates from traditional accounting firm backgrounds.
  • Nice to Have
  • - Experience in B2B or owner-managed professional services
  • - Experience embedding service standards into tools and workflows alongside ops or IT teams
  • - Experience scaling a service model from ad-hoc or founder-led delivery to a systematized standard
  • Personal Traits & Alignment
  • - Obsessively client-focused and hospitality-driven
  • - Builder mindset with high ownership and comfort enforcing standards
  • - Strong communicator and coach who raises the bar while bringing people along
  • - Energized by raising service quality in an industry not known for it
  • - High agency, low ego, human-first, and tech-enabled
Benefits
  • **Base Compensation:** $175,000

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
client experience managementservice delivery managementprocess improvementquality assurancemetrics analysisfeedback mechanismsoperational efficiencyservice standards implementationteam managementB2B service model scaling
Soft skills
client-focusedhospitality-drivenstrong communicatorcoachingownershiphigh agencylow egobuilder mindsetproblem-solvinginterpersonal skills