Director, Customer Experience & Process Transformation

TriNet; Atlanta (GA); On-site; USD 125,000 - 250,000; Full time

Benefits offered by this job

Medical, dental, and vision

Life and disability insurance

401(k) savings plan

Employee stock purchase plan

Holidays & PTO

Job summary

TriNet is seeking a Customer Experience Program Director in Atlanta, GA. This role leads enterprise-wide initiatives to enhance the customer journey, improve service delivery, and drive measurable business outcomes, partnering across Service, Revenue, Marketing, Product, Technology, Operations, and Data & Analytics.

You will develop process improvements, oversee enablement programs, and align with executives to prioritize and deliver scalable solutions.

Qualifications

• Bachelor's degree in Business, Industrial Engineering, Operations, Organizational Management, or equivalent experience.
• Typically 10+ years progressive business experience in customer-facing, operations, or consulting.
• Typically 5+ years managing cross-functional, multi-tiered projects and programs.
• Typically 3+ years leading large-scale projects with change adoption.
• Experience leveraging data, technology, and AI-enabled solutions to improve efficiency and customer experience.

Responsibilities

• Develop and execute customer experience process improvement plans aligned to priorities and measurable outcomes.
• Lead cross-functional process improvement initiatives with design, standardization, and root cause analysis.
• Oversee enablement programs, business readiness activities, and change communications.
• Partner with business leaders to prioritize initiatives, allocate resources, and define success metrics.
• Align with internal partners to define requirements, remove barriers, and execute scalable solutions.
• Embed service quality and customer health data into renewal motions and pre-renewal reviews.
• Identify improvement opportunities from data and feedback and translate into actionable plans.
• Lead cross-functional teams with project management, communications, and change enablement expertise.

Skills

Leadership

Stakeholder alignment

Process improvement

Lean Six Sigma

Data analysis

AI-enabled knowledge

Education

Bachelor's Degree in Business/Operations

Master's Degree preferred

Job description

TriNet is seeking a Customer Experience Program Director in Atlanta, GA. This role leads enterprise-wide initiatives to enhance the customer journey, improve service delivery, and drive measurable business outcomes, partnering across Service, Revenue, Marketing, Product, Technology, Operations, and Data & Analytics.

You will develop process improvements, oversee enablement programs, and align with executives to prioritize and deliver scalable solutions.