Director, Resolution Services & Customer Experience

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, 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.