Director of Client Services

Description

Premier Press is one of the largest creative production companies on the West Coast, partnering with some of the world’s most recognizable brands to bring complex, high-impact programs to life. If you’re someone who’s a self‑starter, detail oriented and motivated to learn, this could be a great opportunity to work at an exciting and growing company. Visit our website to see our great work!

Bring order to the chaos of creative production & distribution, making it easy to bring your brand to life.

Create a world free from dull marketing.

• Go Beyond
• Discover New Ways & Ideas
• Respect Ourselves, Each Other, & Our Community
• Deliver the Best Client Experience

Job Title:

Director of Client Services

Classification:
Full‑Time, Exempt

Salary: DOE

Reports to:

VP of Manufacturing

Schedule:

Monday - Friday, 8am‑5pm (occasional evenings/weekends as needed)

Location:

In‑Office (no remote), 5000 N Basin Ave., Portland, OR 97217

The Director of Client Services is responsible for leading, developing, and continuously improving the Project Management function to ensure an exceptional client experience from job intake through final delivery. This role provides strategic leadership and operational oversight of all client execution activities, ensuring projects are delivered on time, within scope, and aligned with Premier Press’s Mission, Vision, Values, capacity, and profitability goals.

This position owns the client execution process and serves as the bridge between Sales, Estimating, and Operations—driving consistency, accountability, and continuous improvement across the organization.

• Lead, coach, and develop the Project Management team to deliver a consistently high level of service.
• Set clear expectations, priorities, and performance standards for Project Managers.
• Conduct regular one‑on‑ones, performance reviews, and development planning.
• Foster a culture of accountability, collaboration, continuous improvement, and proactive problem‑solving.

• Own the end‑to‑end client execution experience from post‑sale handoff through final delivery.
• Ensure client expectations are clearly defined, documented, and communicated.
• Serve as the primary escalation point for complex client issues or at‑risk projects.
• Partner closely with Sales to ensure smooth handoffs, scope clarity, and alignment on timelines and deliverables.

• Establish, maintain, and continuously improve Project Management workflows, SOPs, and best practices.
• Ensure consistent and accurate use of MIS / ERP systems, including iQuote, Monarch, Antera, Veracore, and Propago.
• Drive standardization in job setup, scheduling, change management, and documentation.
• Ensure clear handoffs and accountability between Estimating, Production, and Client Services.

Ensure Project Managers effectively manage jobs within:

• iQuote (estimating, job planning, and scope clarity)
• Monarch (job tracking, production workflow, and scheduling)
• Antera (job tracking, production workflow, and scheduling of merch)
• Veracore (inventory management and distribution)
• Propago (web‑to‑print, storefronts, and client programs)
• Partner with Operations and IT to improve system adoption, data accuracy, and reporting.
• Leverage system data to identify risks, bottlenecks, trends, and improvement opportunities.

• Work closely with Production and Operations leadership to align project priorities with available capacity.
• Balance workloads across the Project Management team to ensure sustainability and consistency.
• Ensure projects are scheduled realistically and proactively managed to avoid delays and last‑minute escalations.

• Support accurate estimating assumptions through disciplined project planning and execution.
• Monitor key performance indicators, including on‑time delivery, rework, client satisfaction, and margin impact.
• Reduce avoidable errors, change orders, and cost overruns through improved process and accountability.