Senior Director of Service Excellence

Job Summary

A company is looking for a Senior Director of Service Excellence.

Key Responsibilities

• Oversee the enterprise-wide learning strategy for service team development and ensure alignment with performance goals
• Design and manage a comprehensive service quality assurance framework to monitor performance and enhance customer satisfaction
• Lead and mentor managers and cross-functional teams, promoting a culture of accountability and continuous improvement

Required Qualifications, Training, and Education

• Bachelor's degree in business administration, Organizational Development, Operations Management, Human Resources, or related field required
• Master's degree (MBA, M.Ed., or equivalent) preferred
• Minimum of 10+ years of progressive leadership experience in learning and development, quality assurance, or workforce management
• Minimum of 5 years in a senior leadership or executive role managing large teams
• Deep understanding of adult learning principles and quality monitoring methodologies