Director, Resolution Services & Operational Excellence

XYZ Venture Capital; Atlanta (GA); On-site; USD 125,000 - 250,000; Full time

Benefits offered by this job

401(k) plan

Employee stock purchase plan

Medical, dental, vision

Job summary

TriNet is seeking a Director-level leader for Resolution Services in Atlanta. You will set strategic direction, governance, and performance standards to ensure scalable, customer-centric issue resolution across global teams.

Lead executive engagement and cross-functional collaboration with senior leaders. You will own the ETR program governance, drive data-driven improvements using Power BI and AI tools, and oversee budgeting, staffing, and resource priorities while shaping organizational design

Qualifications

• Bachelor's Degree or equivalent experience; advanced degree preferred.
• 10+ years managing leaders and broad functional programs with accountability for planning, staffing, governance, and analytics.
• PMP and Lean Six Sigma certifications preferred.

Responsibilities

• Set strategic direction, operating model, governance, and performance objectives for Resolution Services.
• Oversee ETR, Issue Center operations, and enterprise customer experience outcomes.
• Lead cross-functional governance reviews and executive escalations.
• Drive data analytics, dashboards, and automation to improve resolution effectiveness.
• Develop and coach managers and future leaders within the organization.

Skills

Executive leadership

Governance

Budget & staffing

Power BI

Stakeholder management

Process improvement

Analytics

Communication

Education

Bachelor's Degree or equivalent

Tools

Power BI

AI tools

Job description

TriNet is seeking a Director-level leader for Resolution Services in Atlanta. You will set strategic direction, governance, and performance standards to ensure scalable, customer-centric issue resolution across global teams.

Lead executive engagement and cross-functional collaboration with senior leaders. You will own the ETR program governance, drive data-driven improvements using Power BI and AI tools, and oversee budgeting, staffing, and resource priorities while shaping organizational design