Director, Resolution Services

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Employee stock purchase

PTO & holidays

Job summary

TriNet, Atlanta-based, seeks a Director-level leader for Resolution Services to set strategic direction, governance, and performance objectives across global teams. You will own the ETR program, oversee the Issue Center, and partner with senior leaders to drive customer outcomes and continuous improvement.

You will lead cross-functional programs, drive analytics, and mentor managers to build an organization focused on scalable, customer-centric resolutions.

Qualifications

• Bachelor's degree or equivalent experience, advanced degree preferred.
• Typically 10+ years experience managing leaders and/or broad functional programs, with accountability for planning, staffing, resource priorities, operational governance, enterprise processes, service delivery frameworks, transformation, process improvement, customer experience initiatives, and analytics-enabled business outcomes.
• Certified Project Management Professional (PMP) - PMI preferred.
• Lean Six Sigma Certification - IASSC preferred.
• Executive-level communication, presentation, negotiation, and stakeholder management skills, including the ability to influence senior leaders and major customer contacts.

Responsibilities

• Establish and execute the strategic vision, roadmap, operating model, governance framework, and functional objectives for Resolution Services in alignment with company priorities.
• Direct and control managers, professional teams, and cross-functional partners responsible for customer issue resolution and experience restoration.
• Own the enterprise governance framework for the Estimated Time to Resolution program with policies, standards, and measurement criteria.
• Govern operational standards for the Issue Center team and ensure consistent execution across global teams.
• Provide director-level oversight and decisions for critical customer issues and escalations with senior stakeholders.
• Leverage data analytics, dashboards, and automation to drive resolution health and operational performance.
• Lead, coach, and develop managers and future leaders; support succession planning and organizational design.

Skills

Executive communication

Strategic planning

Governance & process management

Data analytics

Stakeholder management

Change management

Problem solving

Education

Bachelor's degree or equivalent

Advanced degree preferred

Tools

Power BI

AI productivity tools

Operational analytics platforms

Job description

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.Don't meet every single requirement? Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody’s perfect – and we encourage you to apply. You may just be the right candidate for this or other roles.This Director-level leadership role is responsible for setting the strategic direction, operating model, governance framework, and performance objectives for TriNet's Resolution Services organization. The Director oversees broad functional programs of considerable scope and impact, including ownership and governance of the Estimated Time to Resolution (ETR) function, Issue Center operational processes, and resolution management practices that support enterprise customer experience outcomes.The Director establishes organizational plans, operational objectives, governance structures, performance standards, operating procedures, budget and resource priorities, and service level expectations to ensure consistent, scalable, and customer-centric issue resolution across global teams. This role makes final administrative and operational decisions within the function and ensures effective achievement of business objectives.The Director typically leads managers and professional teams, directs and controls activities across a broad functional area, and serves as a strategic advisor to senior leaders and executive stakeholders on customer resolution trends, operational risk, process effectiveness, and continuous improvement opportunities.Essential Duties / ResponsibilitiesStrategic Leadership & Organizational Governance: Establish and execute the strategic vision, roadmap, operating model, governance framework, and functional objectives for Resolution Services in alignment with company priorities. Direct and control managers, professional teams, and cross-functional partners responsible for customer issue resolution and experience restoration. Develop organizational goals, key performance indicators, staffing plans, budget inputs, and success measures aligned to company objectives. Serve as an executive liaison across Customer Experience, Service, Product, Technology, Operations, and other various business functions across TriNet, influencing senior-level decisions on matters of significance to the organization. Identify root causes of recurring issues and escalations, uncover policies, procedures, or operational practices that are not customer-centric, and drive cross-functional changes that improve resolution effectiveness, customer outcomes, and the overall customer experience. Own and manage the ELT/SLT Outreach Program, ensuring timely executive engagement, effective follow-up, and coordinated resolution of customer issues requiring executive leadership visibility. Drive organizational change initiatives and transformation efforts that enhance customer outcomes and operational effectiveness. -25%ETR Governance & Program Ownership: Own the enterprise governance framework for the Estimated Time to Resolution program. Establish policies, standards, controls, and measurement criteria to ensure ETR accuracy, consistency, and accountability. Monitor ETR performance and trends through reporting, dashboards, and operational reviews. Partner with Technology, Analytics, and Operations leaders to identify automation opportunities and continuous improvement initiatives. Ensure ETR processes support customer transparency, escalation management, and service excellence. 15%Issue Center Governance & Operational Excellence: Govern operational standards and procedural controls for the Issue Center team in India. Monitor global processes, procedures, workflows, and quality standards supporting issue intake, triage, escalation, and resolution management. Ensure consistent execution across teams through documented operating procedures, audits, training programs, and performance reviews. 15%Customer Resolution Leadership: Provide Director-level oversight and decision-making for critical customer issues, high-risk escalations, and enterprise-level resolution activities that may affect functional, division, or company operations. Partner with executives, senior leaders, internal stakeholders, and major customer contacts to negotiate resolution strategies, influence alignment, and mitigate business risk. Lead governance reviews and executive escalations requiring cross-functional coordination, senior-level influence, and timely operational decision-making. 10%Process Improvement, Analytics & Reporting: Leverage data analytics, Power BI reporting, AI tools, and operational insights to identify trends and improvement opportunities. Establish performance dashboards and executive reporting frameworks for resolution health, ETR effectiveness, customer impact, and organizational performance. Drive adoption of automation and technology solutions that improve scalability and operational effectiveness. 25%Talent Development & Leadership: Lead, coach, and develop managers and future leaders within the Resolution Services organization. Create a culture of accountability, customer advocacy, continuous improvement, and operational excellence. Support succession planning, organizational design, and workforce strategy initiatives. 15%Required for All JobsPerforms other duties as assignedComplies with all policies and standardsQualificationsBachelor's Degree or equivalent experience, advanced degree preferredWork ExperienceTypically 10+ years experience managing leaders and/or broad functional programs, with accountability for planning, staffing, resource priorities, operational governance, enterprise processes, service delivery frameworks, transformation, process improvement, customer experience initiatives, and analytics-enabled business outcomes preferred.Licences and CertificationsCertified Project Management Professional (PMP)-PMI preferred.Lean Six Sigma Certification-IASSC preferred.Knowledge, Skills and AbilitiesExecutive-level communication, presentation, negotiation, and stakeholder management skills, including the ability to influence senior leaders and major customer contacts. - IntermediateStrong organizational governance, functional planning, budget/resource prioritization, and process management expertise. - AdvancedAbility to establish strategic plans and objectives, drive alignment across multiple departments, and gain acceptance in sensitive or high-impact situations.- AdvancedExperience developing enterprise operating procedures, process controls, and compliance frameworks. - AdvancedAdvanced analytical and problem-solving capabilities, with experience using Power BI, AI-enabled productivity tools, and operational analytics platforms to drive business outcomes. - AdvancedStrong understanding of customer experience management, issue resolution practices, service excellence methodologies, process automation, workflow optimization, and digital transformation initiatives. - AdvancedMust possess the ability to operate independently with minimal supervision, exercise sound judgment in high-level decision-making, and influence the highest levels of leadership to drive alignment, resolve complex issues, and advance business priorities. - AdvancedMust possess the ability to operate independently with minimal supervision, exercise sound judgment in high-level decision-making, and influence the highest levels of leadership to drive alignment, resolve complex issues, and advance business priorities. - AdvancedWork EnvironmentWork in clean, pleasant, and comfortable office or home setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.Travel RequirementsUp to 20% travel may be neededThe preferred location for this role is Atlanta, GA, and the salary range for this location is $125,000.00 to $250,000.00. All qualified external applicants will be considered for an in-office role, based in Atlanta. All qualified internal candidates are encouraged to apply and consider relocation to Atlanta and may be considered remote hire at the company’s discretion. The candidate’s final salary offer will be based on the candidate’s skills, education, work location and experience.A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan.Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program. Please click the following link for detailed information about our benefits offerings: https://www.trinet.com/documents/blt5b61a1040aae1904Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires accommodation during the application process should contact [e-mail] to request such accommodation.