Director Of Service Excellence

Director of Service Excellence

The Director of Service Excellence is responsible for architecting and leading the company's customer experience and service excellence strategy across all field and office operations. This leader will transform service delivery into a competitive brand differentiator by implementing world-class hospitality standards, driving training initiatives, and elevating customer satisfaction across the organization.

Key Responsibilities

Strategic Leadership

• Establish and maintain best-in-class service standards for all customer-facing employees.
• Design and enhance the end-to-end customer journey, from initial customer contact through post-service follow-up.
• Partner with executive leadership to align service excellence initiatives with organizational growth objectives.
• Foster a customer-centric culture focused on delivering exceptional service experiences.

Training & Development

• Develop and oversee a scalable service excellence curriculum for field and office teams.
• Integrate luxury hospitality principles into practical service and communication training.
• Create programs focused on customer engagement, conflict resolution, and escalation management.
• Provide coaching and leadership development to support service excellence goals.

Performance & Quality Assurance

• Partner with Service Managers to improve customer satisfaction and service performance metrics.
• Oversee service quality programs including ride-alongs, call monitoring, and mystery shopper initiatives.
• Analyze customer feedback and operational data to identify trends and performance gaps.
• Implement targeted training and continuous improvement strategies to drive measurable results.

Qualifications

• 10+ years of experience in customer experience, service operations, hospitality, training, or a related leadership role.
• Bachelor's degree preferred; certifications in Hospitality, Training & Development, or Customer Experience are a plus.
• Experience with luxury hospitality brands such as Four Seasons, Ritz-Carlton, or similar service-focused organizations strongly preferred.
• Proven success translating hospitality-based service models into operational or field-service environments.
• Demonstrated ability to lead large-scale service culture and training initiatives.

Key Skills

• Customer Experience Strategy
• Service Excellence
• Leadership & Change Management
• Training & Curriculum Development
• Performance Coaching
• Quality Assurance
• Data Analysis & Customer Satisfaction Metrics
• Executive Communication & Stakeholder Management
• Conflict Resolution & Escalation Management

Job Type & Location

This is a Contract to Hire position based out of Alexandria, VA.

Pay and Benefits

The pay range for this position is $95000.00 - $130000.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Alexandria,VA.

Application Deadline

This position is anticipated to close on Jul 15, 2026.