Senior Director of Excellence

2 days ago


Santa Monica, California, United States SimplePractice Full time

SimplePractice is committed to providing a comprehensive benefits package that supports the well-being of our employees. Our benefits include medical, dental, vision, life, and disability insurance, a 401(k) plan with company match, flexible time off, wellbeing days, paid holidays, summer Fridays, mental health resources, paid parental leave, backup care, tuition reimbursement, and employee resource groups.

We're seeking a Senior Director of Customer Support to lead our highly skilled organization in delivering an exceptional support experience for our customers. Your expertise in best practices, tools, and processes will enable our team to excel as SimplePractice continues its rapid growth.

Key Responsibilities:

  • Lead and coach the team through our Vision, Mission, and Core Values
  • Set the vision, strategy, roadmap, and goals for the Customer Support team
  • Oversee growth, service levels, and productivity of department members through training, coaching, quality assurance, and individual performance development
  • Analyze call center metrics and performance indicators to inform coaching decisions and actions
  • Act as the ultimate escalation point for customer inquiries
  • Continuously gather feedback from team members and implement internal changes and improvements
  • Manage BPO relationships and recommend a modern Support tech stack to drive customer satisfaction and team efficiency
  • Plan team headcount in alignment with company objectives
  • Recruit a diverse team and oversee the hiring process from interviews to offer letters and onboarding

Desired Skills & Experience:

  • Bachelor's degree in business or a related field (MBA preferred)
  • 7+ years of leadership experience in Customer Support and Management in a multi-site / multi-channel contact center
  • 7+ years of experience growing and scaling an international Customer Support team in a fast-paced environment and a rapid-growth company
  • Experience managing and coaching People leaders
  • Proficient understanding of workforce management fundamentals
  • Familiarity with facilitating projects and coordinating with multiple stakeholders
  • Strong problem-solving and communication skills

Salary Range: $170,000 - $195,000 annually. Total compensation includes base salary, annual bonus, equity, and commission opportunities.



  • Santa Monica, California, United States Crescent Hotels & Resorts LLC Full time

    OverviewCrescent Hotels & Resorts LLC is a leading hospitality company that strives to create a great place to work where associates at all levels are respected for their differences. As a Senior Facilities Director, you will play a crucial role in maintaining the high standards of our properties.SalaryThe estimated salary for this position is $85,000 -...


  • Santa Monica, California, United States Absurd Ventures Full time

    About the RoleWe are seeking a highly skilled Senior Biome Development Director to lead our environment art team at Absurd Ventures. As a key member of our production team, you will oversee the creation of immersive and engaging biomes for our open-world game.Key ResponsibilitiesCollaborate with art and creative direction to shape and maintain artistic unity...


  • Santa Clara, California, United States The National Council of Young Men's Christian Associations of the United States of America Full time

    The YMCA seeks a Senior Director of Financial Strategy to lead our financial planning, record-keeping, and reporting efforts. This key role will also be responsible for asset management, developing systems and procedures, and managing financial risks.Responsibilities:Develop and implement financial strategies that support the organization's mission and...


  • Santa Monica, California, United States Proper Hospitality Full time

    Executive Director Job DescriptionThis is a senior leadership role that requires a highly skilled and experienced Executive Director to lead our luxury hotel operations and drive business growth through strategic leadership, innovative thinking, and a customer-centric approach.Key Areas of ResponsibilityLeadership and Strategy:Develop and manage budgets,...


  • Santa Monica, California, United States RAND Corporation Full time

    OverviewThe RAND Corporation is a nonprofit research organization working to improve policy and decision-making through research and analysis. We are seeking a Senior Research Director to lead our Economic Security and Development initiative.ResponsibilitiesCraft and implement the strategic vision for RAND's economic security and development agenda to ensure...

  • Senior Sales Director

    2 weeks ago


    Santa Monica, California, United States GumGum Full time

    Drive Revenue Growth and Lead a High-Performing Sales TeamGumGum is seeking an experienced Senior Sales Director to lead our sales efforts in the California market. This role will be instrumental in spearheading our market-leading contextual advertising platform across Los Angeles and the Bay Area.The successful candidate will have a proven track record of...


  • Santa Monica, California, United States Activision Blizzard Full time

    As a Senior Narrative Animator at Activision, you will play a crucial role in bringing engaging stories to life through immersive animations. Your primary responsibility will be to create high-quality animation assets that support the game's narrative goals and overall quality.Responsibilities:Develop and implement animation concepts that align with the...


  • Santa Ana, California, United States Banc of California Full time

    Senior Vice President, Credit Review DirectorBanc of California, Inc. is a bank holding company headquartered in Los Angeles with a subsidiary, Banc of California. The company provides banking and treasury management services to businesses. As a Senior Vice President, Credit Review Director, you will lead the independent Credit Review function. Key...


  • Santa Monica, California, United States Syneos Health Inc Full time

    **Job Summary:** We are seeking a highly skilled Senior Art Director to join our team at Syneos Health Inc in Santa Monica, CA. As a Senior Art Director, you will be responsible for leading the visual direction of campaigns and collaborating with cross-functional teams to deliver high-quality results.Key Responsibilities:Demonstrate ownership of assigned...


  • Santa Monica, California, United States Ivy Park at Otay Ranch Full time

    About Our CommunityIvy Park at Otay Ranch is a premier senior living community situated on a beautifully landscaped campus in California. Managed by Oakmont Management Group, we provide exceptional quality, comfort, and care with five-star services and amenities.At Ivy Park at Otay Ranch, we strive to create an atmosphere of family and community among team...


  • Santa Monica, California, United States Southwest Accounting Resources, Inc Full time

    Company OverviewSouthwest Accounting Resources, Inc. is a national real estate company seeking an experienced Executive Director, Real Estate Transactions to join our team.SalaryThe salary for this position is estimated at $150,000 plus bonus, offering a competitive compensation package.Job DescriptionThe Senior Manager, Real Estate Counsel will be...


  • Santa Monica, California, United States Activision Full time

    Company OverviewAt Activision, we strive to create immersive gaming experiences that captivate hundreds of millions of players worldwide. Our mission is to deliver unparalleled entertainment value through innovative and engaging storytelling.Salary Range: $120,000 - $180,000 per annum, depending on experience and location.Job DescriptionWe are seeking a...


  • Santa Monica, California, United States Accor Hotels Full time

    Accomplish Exceptional Growth as Our Senior Sales and Marketing DirectorSituated atop the scenic bluffs overlooking Santa Monica Beach, our luxury hotel is just a stone's throw away from some of Southern California's best attractions.What sets us apart:A comprehensive employee benefit card offering discounted rates in Accor worldwide for you and your...


  • Santa Monica, California, United States Douglas Emmett Full time

    Job SummaryWe are seeking a highly skilled Senior Engineering Project Manager to join our team in Los Angeles. As a key member of our engineering services team, you will be responsible for managing and overseeing all aspects of our CapEx program.About the RoleThe successful candidate will have a strong background in building engineering and budgeting, with...


  • Santa Clarita, California, United States Pacifica Senior Living Santa Clarita Full time

    Pacifica Senior Living Santa Clarita is seeking a highly motivated Director of Resident Engagement to develop and implement a comprehensive activities program that caters to the diverse needs and interests of our residents.Job OverviewThe successful candidate will be responsible for creating a positive and engaging atmosphere within our community, fostering...


  • Santa Monica, California, United States FIGS Full time

    FIGS, a pioneer in direct-to-consumer healthcare apparel and lifestyle, seeks an exceptional Creative Director for Visual Identity to spearhead the development of high-quality visual content across all platforms.SalaryThe salary range for this position is estimated to be between $85,000 and $120,000 annually, depending on factors such as relevant skills,...


  • Santa Monica, California, United States Proper Hospitality Full time

    Job OverviewWe are seeking an experienced Executive Director to lead our luxury hotel operations and drive business growth through strategic leadership, innovative thinking, and a customer-centric approach.Main ResponsibilitiesFinancial Management:Develop and manage budgets, forecasts, and financial plans to achieve revenue and profitability goals.Analyze...


  • Santa Monica, California, United States Activision Blizzard Full time

    Senior Narrative AnimatorAt Activision, you will be expected to create high-fidelity previs assets, cinematics, narrative in-game moments, and first-person animations that support the design and narrative goals of the project. These animation assets will also need to align with the quality, style, and feel of the rest of the game.Key...


  • Santa Monica, California, United States Providence Full time

    OverviewProvidence Saint John's Health Center in Santa Monica, CA, is seeking a Senior Operating Room Clinical Lead to join their team. This full-time position will work 12-hour Evening shifts.About the RoleThe Senior Operating Room Clinical Lead is responsible for assisting the Nurse Manager or Director in planning, organizing, directing, and evaluating...


  • Santa Monica, California, United States Syneos Health inVentiv Health Commercial LLC Full time

    Job DescriptionAbout the Role:We are seeking a highly skilled Senior Art Director to join our team at Syneos Health, a full-service healthcare communications agency that creates personalized brand experiences for clients.Salary Range:The annual base salary for this position ranges from $80,000 to $100,000, with the potential for commissions and bonuses based...