Director of Customer Experience & Transformation

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

Benefits offered by this job

Medical, dental, and vision plans

Life and disability insurance

401(k) savings plan

Employee stock purchase plan

Holiday and PTO leave

Job summary

TriNet seeks a seasoned Customer Experience Program Director to drive enterprise-wide initiatives that enhance the customer journey, improve service delivery, and boost profitability. You will partner across Service, Revenue, Marketing, Product, Technology, and Operations to translate commitments into outcomes.

Based in Atlanta with the preferred location of ATL, you will lead cross-functional teams, leverage data and AI-enabled tools, and shape strategies that raise customer satisfaction,

Qualifications

• Bachelor's degree in Business, Industrial Engineering, Operations, or Organizational Management or equivalent.
• Master's degree preferred.
• 10+ years of experience in customer-facing, operational, or consulting roles.
• 5+ years leading cross-functional, multi-tiered projects and programs.
• Experience with Lean, Six Sigma, Agile, or Change Management frameworks.

Responsibilities

• Develop and execute customer experience process improvement plans aligned to priorities and measurable outcomes.
• Lead cross-functional process improvement initiatives including design, simplification, and standardization.
• Oversee enablement programs, change readiness activities, and stakeholder communications.
• Partner with leaders to prioritize initiatives, allocate resources, and define success measures.
• Align with Operations, Technology, Product, Analytics, Marketing, Revenue, HR, and Centers of Excellence to define requirements.
• Embed service quality, customer health, and renewal data into the renewal motion.

Skills

Operational excellence

Cross-functional leadership

Influence senior stakeholders

Process improvement

AI-enabled knowledge tools

Education

Bachelor's Degree in Business/Industrial Engineering/Operations/Organizational Management or equivalent

Master's Degree preferred

Tools

Microsoft Copilot

AI-powered search

Job description

TriNet seeks a seasoned Customer Experience Program Director to drive enterprise-wide initiatives that enhance the customer journey, improve service delivery, and boost profitability. You will partner across Service, Revenue, Marketing, Product, Technology, and Operations to translate commitments into outcomes.

Based in Atlanta with the preferred location of ATL, you will lead cross-functional teams, leverage data and AI-enabled tools, and shape strategies that raise customer satisfaction,