Senior Director of Service Excellence

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 the use of modern learning technologies, such as e-learning, blended learning models, learning management systems (LMS), and microlearning.

Quality Assurance & Performance Monitoring

• Lead the development and management of a quality assurance framework that ensures consistency, compliance, and excellence across all service and support functions.
• Establish audit and surveillance protocols to monitor the entire process.
• Define quality metrics and establish regular reporting dashboards to track performance, identify trends, and guide for coaching or retraining.
• Partner with operations leaders to calibrate evaluation methods, improve feedback delivery, and align quality expectations across teams.
• Drive a continuous improvement mindset, using root cause analysis and process evaluation to proactively resolve performance issues.
• Champion the use of modern quality assurance technologies such as artificial intelligence (AI).  

Operational Leadership, Collaboration & Performance Management

• Serve as a key connector between Service Training & Development, Quality Assurance, and other departments within the organization - driving alignment on cross-functional goals, resolving barriers, and ensuring seamless execution of initiatives.
• Promote a culture of collaboration and transparency, actively engaging stakeholders to shape performance strategies, employee development programs, and continuous improvement efforts.
• Establish and monitor operational KPIs across all functional areas, leveraging analytics and performance data to inform decision-making, track outcomes, and communicate results to executive leadership.
• Use data-driven insights to identify gaps, forecast trends, and recommend solutions that enhance operational efficiency, customer satisfaction, and employee productivity.

Education, Knowledge, and Experience

• Bachelor’s degree in business administration, Organizational Development, Operations Management, Human Resources, or related field required.
• Master’s degree (MBA, M.Ed., or equivalent) is preferred.
• Minimum of 10+ years of progressive leadership experience, with a proven track record overseeing at least two of the following: learning and development, quality assurance, and workforce management, preferably within a service-driven, multi-site or high-volume environment.
• Minimum of 5 years in a senior leadership or executive role, managing large teams and directing multi-functional departments.
• Experience implementing enterprise-wide training strategies, performance frameworks, and operational optimization initiatives.
• Proven ability to lead cross-functional collaboration and influence at the executive level.
• Deep understanding of adult learning principles, quality monitoring methodologies, and workforce forecasting/scheduling best practices.
• Strong business acumen and a data-driven mindset with experience using KPIs, dashboards, and analytics to inform operational strategy.
• Anticipates future trends and can clearly articulate credible visions that will create sustainable value.
• Excellent written and verbal communication skills; enthusiastic, optimistic, and articulate.
• Strong bias for action; high energy and self-starter and inspires the same behaviors in others. Takes initiative and requires a minimum amount of supervision. 
• Proficiency in training platforms (e.g., LMS systems), QA tools.

FLSA Status

Exempt

Physical Requirements/ Work Environment

The work environmental characteristics and physical demands described here are representative of these employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.