Director, Service Delivery & Experience Optimization

EverStaff, LLC; Pine Brook (NJ); On-site; USD 120,000 - 180,000; Full time

Job summary

EverStaff, LLC is seeking an experienced Director of Service Coordination in the United States to provide strategic and operational leadership for a customer-focused service organization. This role leads a team coordinating service activities from initial contact through scheduling, documentation, and billing readiness, with a focus on improving delivery, efficiency, and customer satisfaction.

The ideal candidate is a strong people leader who is analytical, process-driven, and adept at

Qualifications

• Significant leadership experience in service coordination or related operations.
• Proven experience managing and developing teams.
• Strong understanding of service scheduling and workflow management.
• Experience establishing and managing KPIs and performance metrics.
• Analytical, problem-solving skills with data-driven improvements.
• Experience working across multiple departments and leadership levels.
• Change-management and continuous-improvement experience.
• Ability to travel as needed.
• Experience in a technical service, healthcare, or manufacturing setting is beneficial.

Responsibilities

• Provide strategic and operational leadership for the Service Coordination function.
• Lead and develop a team of service coordination professionals.
• Set departmental goals, KPIs, and accountability standards.
• Oversee end-to-end service coordination from request to billing readiness.
• Collaborate with field service leadership to improve utilization and scheduling.
• Analyze metrics to identify performance gaps and improvement opportunities.
• Drive improvements in customer satisfaction, productivity, and service delivery.
• Develop staffing and scheduling strategies to balance coverage and costs.
• Lead process improvements involving systems and workflows.
• Represent the department in leadership meetings.

Skills

Leadership experience

Team development

KPIs & metrics

Scheduling optimization

Analytical skills

Cross-functional collaboration

Change management

Communication

Travel availability

Job description

EverStaff, LLC is seeking an experienced Director of Service Coordination in the United States to provide strategic and operational leadership for a customer-focused service organization. This role leads a team coordinating service activities from initial contact through scheduling, documentation, and billing readiness, with a focus on improving delivery, efficiency, and customer satisfaction.

The ideal candidate is a strong people leader who is analytical, process-driven, and adept at