Enterprise Director Client Experience Leader

1 week ago

Tampa, Florida, United States Exela Enterprise Solutions Full time
About the Role:

As the Director of Service Delivery, you will be responsible for overseeing the end-to-end delivery of services to our clients, ensuring high levels of customer satisfaction and operational excellence. You will lead a team of service delivery managers and specialists, setting strategic objectives, implementing best practices, and driving continuous improvement initiatives to optimize service delivery processes and outcomes.

Key Responsibilities:
  1. Develop and implement service delivery strategies, policies, and procedures to meet client needs and organizational objectives.
  2. Lead and manage a team of service delivery managers and specialists, providing direction, guidance, and support to ensure effective service delivery and customer satisfaction.
  3. Establish and monitor key performance indicators (KPIs), service level agreements (SLAs), and metrics to track performance, identify areas for improvement, and drive operational excellence.
  4. Collaborate with internal stakeholders, including sales, account management, product development, and support teams, to align service delivery efforts with client requirements and business goals.
  5. Oversee the planning, scheduling, and allocation of resources (e.g., personnel, equipment, tools) to ensure efficient and timely delivery of services.
  6. Monitor and analyze service delivery trends, customer feedback, and industry best practices to identify opportunities for innovation, process optimization, and service improvement.
  7. Develop and maintain strong relationships with clients, acting as a trusted advisor and escalation point for service-related issues and concerns.
  8. Lead service delivery reviews and meetings with clients, providing updates on performance, addressing issues and risks, and identifying opportunities for value-added services and upselling opportunities.
  9. Ensure compliance with regulatory requirements, industry standards, and company policies and procedures related to service delivery, data security, and privacy.
  10. Prepare and present regular reports and presentations to senior management, providing insights into service delivery performance, trends, and initiatives.
Qualifications:

Bachelor's degree in business administration, management, information technology, or a related field (or an equivalent combination of education and relevant experience). Advanced degree (e.g., MBA) is preferred.

Minimum of 8-10 years of experience in service delivery management, client relationship management, or related fields, with at least 3-5 years in a leadership or director-level role.

Proven track record of success in driving service delivery excellence, achieving high levels of customer satisfaction, and meeting or exceeding performance targets and objectives.

Strong leadership and management skills, with the ability to inspire and motivate teams, foster collaboration, and drive results in a dynamic and fast-paced environment.

Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients, internal stakeholders, and cross-functional teams.

Strategic thinker with strong analytical and problem-solving abilities, capable of translating client needs and business requirements into actionable strategies and initiatives.

Experience in managing service delivery teams, including recruitment, training, performance management, and professional development.

Knowledge of service delivery methodologies, frameworks, and best practices, with experience implementing and optimizing service management processes and tools.

Bilingual, English and Spanish

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