Director, Client Experience & Service Delivery

Location: Vancouver, BC (Hybrid; strong in-person presence required, especially during the first six months)
Reports to: President
Company: Treewalk
Base Compensation: $175,000

About Treewalk

Treewalk is a growth-focused, independent accounting firm serving small and mid-sized business owners. We are intentionally building something that feels different from a traditional accounting practice—less compliance factory, more high-end strategic partner.

Our technical work is already excellent. Where we are investing next is in building a premium, confidence-building client experience that matches the trust our clients place in us.

This role exists to design, operationalize, and enforce a hospitality-grade service model around our accounting services.

The Role

As Director, Client Experience & Service Delivery, you will be accountable for ensuring a consistently exceptional client experience across the accounting services division. You will define the Treewalk client experience, lead the client service team responsible for delivery, embed standards into systems and workflows, and continuously raise the bar on quality and consistency.

This role carries significant authority. You will have the mandate to define service standards, make changes to how work is delivered, and hold teams accountable to a high bar in partnership with practice and operations leadership.

This is a senior, hands-on leadership role with real ownership of execution—not a purely strategic or advisory position. You will be building the first true version of Treewalk’s service delivery and client experience model, formalizing what works today and replacing what does not.

Key Responsibilities

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.

What Success Looks Like

Within 12–18 months, Treewalk has a clearly documented and trained client journey, experience standards embedded into systems, consistent service quality across all client relationships, measurable improvements in client satisfaction and retention, and internal clarity around “the Treewalk way” of serving clients.

Who We’re Looking For

Non-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

What This Role Is Not

• A purely strategic or advisory CX role without ownership of execution
• A back-office operations role disconnected from client relationships
• A traditional accounting firm service manager role focused primarily on utilization, deadlines, and throughput optimization

Base Compensation: $175,000