Service Excellence Director - Remote Eligible

Service Excellence Director

The Service Excellence Director leads our efforts in elevating how we resolve client escalations and drives delivery excellence across our organization. This is a leadership role reporting directly to the VP of The Client Organization (TCO), and serves as the connective tissue across teams to ensure swift, consistent, and transparent resolution of client issues while scaling our operational maturity.

Responsibilities

• Client Escalation Oversight:
• Facilitate recurring cross-functional client escalation forums that ensure rapid issue triage, root cause analysis (RCA), and resolution.
• Drive accountability across functional partners for RCA completion and timely resolution of client-specific issues.
• Identify escalation themes impacting multiple clients and lead efforts to address systemic gaps in service delivery.
• Partner with Product, Engineering, Member Care, Clinical, and IBEX to prioritize escalations by impact and urgency, ensuring focus on the most critical client needs.
• Performance Tracking & Reporting:
• Define and implement Service Level Agreements (SLAs) with each cross-functional partner.
• Monitor and report on SLA adherence using a scorecard segmented by client segment and functional area.
• Deliver a monthly escalation report to the VP of Client Organization summarizing:
• Volume of escalations, days open, escalation rates (per thousand), client MSAT, and NPS, SLA performance, cross-functional ownership, trends by client segment and functional domain.
• Client Service Recovery / High-Risk Client Mitigation:
• Aggregate and analyze high-risk client mitigation plans stemming from client audits and other remediation work.
• Identify themes across these plans and partner cross-functionally to address root causes and mitigate risk holistically.
• Ensure Client Service Recovery plans are in place where needed, collate themes, actions and accountabilities for leadership awareness, appropriate resourcing and barrier removal.
• Strategic Collaboration:
• Partner with the Senior Director of Performance Optimization (Client Org) and Senior Director of Performance Optimization (Growth Org) to share insights and drive consistent delivery improvements around remediation processes, RCA client communications, SLA tracking.
• Support the TCO VP in developing monthly business updates for executive leadership and quarterly board reports detailing client escalation trends and service delivery breakdowns.
• Systems & Infrastructure Development:
• Serve as a leader in defining and implementing a company-wide case management system to log, triage, assign, and resolve client escalations.
• Serve as a key stakeholder in ensuring the system supports cross-functional visibility, accountability, and workflow alignment.
• Client Engagement & Voice of The Client:
• Serve as a leader in developing, curating and delivering content to support client engagement initiatives, communications and webinars.
• Serve as a key leader in collating information and data to support the sharing of Voice of the Client to internal IH stakeholders including reporting out Client NPS feedback, themes and service excellence work to support achievement of NPS targets.

Qualifications

• 8+ years of experience in client service delivery, program management, and customer success operations in a cross-functional SaaS or service-driven environment.
• Demonstrated success in holding cross-functional teams accountable and driving results without direct authority.
• Proven experience identifying patterns and themes in complex data sets and delivering solutions at scale.
• Strong project and stakeholder management skills with the ability to manage multiple initiatives simultaneously.
• Adept at managing through ambiguity and building structure where none exists.
• Excellent communication, executive presence, and storytelling skills—able to distill complex information into clear, actionable insights.
• A builder mindset with a passion for operational excellence, continuous improvement, and client-first delivery.
• Experience standing up or optimizing case management systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management).