Senior Director of Service Excellence
Core
Full ownership of all service-related processes and performance, creating a unified, scalable, and high-quality end-to-end service experience for customers and external partners.
Role type
Senior Director of Service Excellence (Executive Leader)
Builds
Unified service experience across Customer Service, Back-Office, and Partner Quality functions
Domain
Customer Service & Operations
Required skills
Strategic leadership, organizational restructuring, end-to-end workflow optimization, KPI-driven management, cross-functional collaboration, service transformation, process optimization, automation initiatives, organizational change management
Preferred skills
Managing senior leaders, defining service standards, implementing quality frameworks, analyzing service trends, leading continuous improvement
Technologies
KPI frameworks, automation tools, self-service platforms
Responsibilities
Lead and scale the Service Excellence organization; Own the end-to-end customer service experience and establish standards/SLAs; Drive operational excellence and automation; Manage performance through KPIs and continuous improvement; Collaborate with Product, Operations, and Technology stakeholders (via careerplan.io/jobs/A0-002-63-E60-senior-director-of-service-excellence-at-gett)
Seniority
Senior Director, Executive Leadership
