Service Excellence Director

A company is looking for a Service Excellence Director to lead client escalation resolution and enhance service delivery across the organization.

Key Responsibilities

Facilitate cross-functional client escalation forums for rapid issue resolution and root cause analysis

Define and implement Service Level Agreements (SLAs) and monitor adherence through performance tracking

Develop and manage high-risk client mitigation plans and ensure effective client service recovery initiatives

Required Qualifications

8+ years of experience in client service delivery, program management, and customer success operations

Proven ability to drive results and hold cross-functional teams accountable without direct authority

Experience in identifying patterns in complex data sets and delivering scalable solutions

Strong project and stakeholder management skills, capable of managing multiple initiatives simultaneously

Experience with case management systems such as Zendesk or Salesforce Service Cloud