Senior Director of Service Excellence

We're looking for a Senior Executive Leader with extensive experience in building, leading, and scaling complex service organizations.

This role carries full ownership of all service-related processes and performance within the organization, with responsibility for creating a unified, scalable, and high-quality end-to-end service experience for both customers and external partners/service providers. The executive will directly manage the Customer Service Contact Center, Back-Office operations, and Partner Quality functions, while ensuring alignment between operational excellence, customer satisfaction, business goals, and efficiency targets.

The ideal candidate will demonstrate strong strategic capabilities with hands-on operational expertise and have a proven track record in designing and executing company-wide service strategies across multiple customer and operational domains. Leadership in driving cross-functional collaboration, service transformation, process optimization, automation initiatives, and continuous improvement methodologies. They must be capable of defining service standards, implementing KPI-driven management frameworks, and leading organizational change in fast-paced, high-growth environments.

Responsibilities:

• Lead and scale our Service Excellence organization, managing senior leaders across Customer Service and Back Office while driving a unified service vision across the company.
• Own the end-to-end customer service experience, establishing service standards, SLAs, and quality frameworks, and ensuring consistent execution across all service functions.
• Drive operational excellence by leading cross-functional initiatives focused on improving customer satisfaction, increasing efficiency, reducing customer effort, and expanding automation and self-service capabilities.
• Manage performance through KPIs, analyze service trends, identify improvement opportunities, and lead continuous improvement initiatives that deliver measurable business impact.
• Collaborate closely with Product, Operations, and Technology stakeholders to implement scalable service solutions and support business growth.

Requirements:

• 10+ years of progressive leadership experience managing large customer service and operations departments.
• Proven ability to lead significant organizational restructuring, integrating diverse operational units into a single, cohesive structure.
• Expertise in mapping, defining, and optimizing end-to-end service and operational workflows to reduce friction, eliminate manual steps, and ensure consistency across all customer and partner touchpoints.
• Experience managing specialized quality and compliance teams, particularly those dealing with sensitive complaints and partner/vendor-related issues.
• Proficient in establishing and managing performance through metrics (KPIs), focusing on operational effectiveness and service quality improvement.