Senior Director of Service Excellence
Core
Own end-to-end service experience for customers and partners by leading Customer Service, Back-Office, and Partner Quality functions.
Role type
Senior Director of Service Excellence (Executive Leader)
Builds
Unified, scalable service organization and operational workflows
Domain
Customer Service & Operations (via careerplan.io/jobs/A0-002-63-E60-senior-director-of-service-excellence)
Required skills
Strategic planning, organizational restructuring, workflow optimization, KPI management, cross-functional collaboration, automation strategy, change management, quality framework design, performance analysis
Preferred skills
Experience in high-growth environments, expertise in sensitive complaint handling, vendor/partner management
Responsibilities
Lead and scale the Service Excellence organization; establish service standards, SLAs, and quality frameworks; drive operational excellence and automation initiatives; manage performance through KPIs and continuous improvement; collaborate with Product, Operations, and Technology stakeholders
Seniority
Senior Director, hands-on executive leadership
