Senior Director, Quality, Reinforcement and Performance Insights - Remote

Reporting to the Operations Enablement Managing Director, the Senior Director of Quality, Reinforcement and Performance Insights provides strategic leadership for defining how quality performance is measured, reinforced, and sustained across Customer Operations and Coverage Review Operations. This role owns the operation’s quality system, ensuring quality expectations are consistently translated into execution, insight, and sustained performance outcomes in service of customer experience, operational execution, and business results across both human advocate interactions and technology enabled servicing, including AI assisted and agentic experiences. The Senior Director owns the operational reinforcement focus, equipping frontline leaders with the routines, tools, and feedback loops needed to reinforce changes as they land in production, and partnering with teams to follow performance strategies through implementation to understand impact and drive sustained adoption. 

The Senior Director is accountable for establishing and sustaining a shared, aligned definition of quality for operations. In close partnership with Product, Client, and operational leaders, this role brings the operational and customer perspective to shape what good looks like, informed by customer and client expectations and external benchmarks. This role establishes a definition of quality that applies across human supported, digital, and agentic servicing, ensuring standards reflect both execution quality and the end to end customer experience. Through this work, the role aligns stakeholders and builds the capabilities required to support that definition consistently and at scale. 

A critical focus of this role is accelerating the transformation of quality through the adoption of AI enabled tools, advanced analytics, and automation. The Senior Director will help shape and scale modern approaches to surfacing quality signals, anticipating risk, and strengthening performance at scale, in close collaboration with Product, Data, and Technology partners. This includes establishing the monitoring, controls, feedback loops, and escalation paths needed to identify quality risk, performance drift, and inconsistent outcomes in automated and agentic service models. 

Key Responsibilities 

Customer and Coverage Review Quality Performance

• Establish and maintain a shared, definition of quality by aligning cross-functional partners and stakeholders to ensure the operational and customer perspective is reflected. 

• Define and evolve the quality performance strategy aligned to customer, operational, and business priorities. 

• Establish standards, measures, and governance that translate quality expectations into consistent execution across lines of business. 

• Champion quality ownership and accountability across all levels of operations, reinforcing quality as a core operating discipline. 

• Define and evolve quality standards, monitoring approaches, and governance mechanisms that apply across human supported, digital, and agentic servicing experiences. 

Performance Insights 

• Lead performance insight capabilities that translate quality signals into clear, actionable understanding for senior leaders and frontline teams. 

• Ensure quality performance insights are consistently used by leaders to guide prioritization, investment decisions, and operational focus. 

• Advance the use of analytics and AI enabled tools to surface trends, risks, and opportunities at scale. 

Reinforcement and Sustained Performance 

• Own the reinforcement approach that embeds quality expectations and behaviors into the flow of work and operating rhythms. 

• Hold the organization accountable for durable performance change, ensuring improvement efforts result in sustained execution and behavior shifts over time. 

Leadership and Operational Integration 

• Lead and develop multi-disciplinary teams spanning quality operations, performance insights, and reinforcement. 

• Serve as a trusted thought partner to senior operational leaders, guiding cross-functional operational tradeoffs in service of performance outcomes. 

• Influence across a complex matrix to align stakeholders, reduce fragmentation, and drive consistent execution across delivery models. 

Future Readiness 

• Anticipate future quality performance needs and shape the operating model required to support scale, automation, and evolving customer expectations. 

• Guide the ongoing evolution of quality performance capabilities through modernization, simplification, and continuous improvement. 

• Guide the evolution of the