Job Summary:

The Senior Director of Service Excellence is a highly skilled and knowledgeable leader responsible for establishing, cultivating and measuring best practice behaviors and methods to consistently deliver exceptional service experience across all service teams in the company. Our service teams include customer service, sales support, client services, and legal provider services. This position has organizational ownership of two essential service excellence functions – Service Training & Development; and Quality Assurance and is a key member of the Operations Leadership Team.

Responsibilities:

Service Training & Development – Owns the enterprise-wide learning strategy for the development of empathetic, customer focused, knowledgeable and accurate service team members. The Senior Director will oversee the creation, validation, execution and continuous improvement of training, coaching, learning and development programs across the service employee life cycle. This position will partner closely with cross functional business leaders to ensure training initiatives are aligned with service performance goals, and all service team members are equipped with the knowledge, tools, and skills needed to excel in their roles. Through innovative delivery methods and a focus on measurable outcomes, the Senior Director will ensure learning solutions are modern, engaging, and impactful.

Service Quality Assurance - In parallel, the Senior Director is responsible for the design and oversight of a comprehensive service quality assurance framework. This includes developing a systematic approach for monitoring performance, calibrating service standards across teams, identifying trends and gaps, and implementing actionable feedback mechanisms that reinforce consistency, compliance, and customer satisfaction. This position will work closely with operations leaders to ensure every touchpoint reflects the organization’s standards of excellence and that front-line teams are supported through coaching and continuous improvement.

The Senior Director will directly lead managers and cross-functional teams, fostering a culture of accountability, collaboration, innovation, and growth. This position will set clear goals, provide mentorship and direction, and promote a strong leadership pipeline. In addition, the Senior Director will serve as a strategic advisor to executive leadership, providing insight into operational trends and opportunities for transformation.

The position demands a knowledgeable, highly analytical and emotionally intelligent leader who can connect high-level strategy with day-to-day execution. The Senior Director will bring a blend of deep operational experience, a strong background in people development, and a track record of driving sustainable improvement through systems, processes, and culture. Above all, the Senior Director of Service Excellence will serve as a champion for team member success and customer satisfaction, positioning the organization for long-term operational excellence and growth.

Performance Outcomes

Strategic Leadership & Vision

• Develop and execute long-term strategy for Service Training & Development and Service Quality Assurance functions to align with company objectives, operational goals, and customer expectations.
• Serve as a key member of the Operations Senior Leadership Team, actively contributing to company-wide decisions, planning, and transformation efforts.
• Monitor industry trends and emerging technologies to continuously evolve internal practices and stay competitive.
• Drive a high-performance culture rooted in accountability, learning, and continuous improvement across all levels of the organization.
• Continually reviews possible innovation to enhance member satisfaction and unlocks a ROI for both the customer/member and the company.
• Manage the budget allocated for Training and Quality Assurance, ensuring cost-effectiveness while maximizing the impact of allocated resources.

Training & Service Team Member Development

• Oversee the design, delivery, and measurement of training programs for all service employee stages from onboarding to advanced professional development and leadership training.
• Integrate learning initiatives with performance management processes to ensure that employees' developmental needs are met. Establish metrics and KPIs to evaluate the effectiveness of training programs.
• Ensure training initiatives are data-driven, aligned with business needs, and designed for scalability across departments and locations.
• Collaborate with department heads to identify skill gaps and implement learning strategies that directly impact performance and retention.
• Champion t