Customer Experience Program Director

TriNet•Atlanta, GA

1d•$125,000 - $250,000

About The Position

TriNet is seeking a Customer Experience Program Director within its Service & Technology organization. The Director serves as the voice of the customer and leads enterprise-wide initiatives to improve the customer journey, service delivery, and measurable business outcomes. The role partners with leaders across Service, Revenue, Marketing, Product, Technology, Operations, and Data & Analytics to identify customer pain points, use insights in decision-making, and improve customer satisfaction, retention, brand reputation, and profitability. It also connects prospect and customer journeys so that commitments made during sales translate into successful customer outcomes. The Director develops and executes customer experience process-improvement plans, leads cross-functional initiatives, and oversees enablement and business-readiness activities. The position evaluates organizational needs, prioritizes initiatives, allocates resources, defines success measures, and works with internal partners to implement scalable solutions. It also partners with Revenue to use service quality, customer health, and issue-resolution data in renewal planning, including at-risk identification, save plays, and pre-renewal service reviews. The role uses operational trends, data, customer and colleague feedback, technology, and AI-enabled tools to recommend improvements and influence decisions. It leads horizontal working teams and supports initiatives involving project management, communications, change enablement, process improvement, knowledge management, and workflow automation. The preferred location is Atlanta, Georgia. The work may be performed in a clean, comfortable office or home setting; qualified external applicants will be considered for an in-office role in Atlanta. Qualified internal candidates may be considered for remote hire at the company’s discretion. Travel is up to 30%.

Requirements

Bachelor’s degree in Business, Industrial Engineering, Operations, Organizational Management, or equivalent experience.
Typically 10+ years of progressive business experience supporting customer-facing, operational, or consulting organizations, including business process analysis, process improvement, project management, program management, quality initiatives, or business intelligence.
Typically 5+ years managing cross-functional, multi-tiered projects and programs.
Typically 5+ years consulting and collaborating with business partners to identify improvement opportunities, define gaps, and develop scalable business-process and enablement solutions.
Typically 3+ years leading large-scale projects or programs requiring critical thinking, root cause analysis, business readiness, and change adoption.
Experience leveraging data, technology, and AI-enabled solutions to improve operational efficiency, knowledge management, colleague enablement, and customer experience.
Advanced proficiency in operational excellence and transformation, including translating complex business needs into scalable processes, governance frameworks, success metrics, and enablement strategies.
Advanced ability to influence and align senior cross-functional stakeholders, negotiate priorities, and secure commitment across competing business objectives.
Knowledge of process-improvement methodologies such as Lean, Six Sigma, Agile, or Change Management frameworks.
Working knowledge of sales cycles, pipeline, ACV, and renewal economics sufficient to engage credibly with Revenue leadership.
Advanced skills in process improvement, business transformation, operational enablement, customer service, communication, leadership, problem solving, team building, and consensus building.
Ability to deliver customer-experience insights, interpret customer segmentation and journey mapping, and recommend touchpoint redesign for targeted improvements.
Advanced analytical ability to translate data, operational trends, and customer insights into measurable actions and prioritization recommendations.
Ability to influence senior leaders, lead through influence in a matrixed environment without direct authority, build coalitions, negotiate trade-offs, and drive shared accountability.
Ability to lead through ambiguity and organizational change.
Exceptional project, program, and portfolio management skills.
Proficiency with reporting, analytics, collaboration, workflow, knowledge, and enablement technologies.
Ability to translate process changes, business requirements, and subject matter expertise into clear documentation, enablement resources, AI-enabled knowledge support, and knowledge content that supports colleague readiness and consistent execution.
Coaching and talent-development capabilities, with an emphasis on building inclusive, high-performing teams.
Exceptional communication, presentation, and executive stakeholder-management skills.

Nice To Haves

Master’s degree in Business, Operations, Organizational Management, or a related field.
Experience within a contact center, customer service, customer success, or HR services environment.
Experience leading organizational transformation and large-scale enablement initiatives across geographically dispersed teams.
Experience implementing business-process, workflow, reporting, collaboration, knowledge, or digital enablement tools.
Lean Six Sigma Certification (IASSC).
Project Management Professional (PMP) certification (PMI).
Certified Change Management Professional certification.

Responsibilities

Develop and execute customer experience process-improvement plans aligned with organizational priorities, customer experience goals, operational needs, and measurable business outcomes.
Lead cross-functional process-improvement initiatives, including process design, simplification, standardization, root cause analysis, implementation planning, and adoption of sustainable operating practices.
Oversee enablement programs, business-readiness activities, stakeholder communications, tools, and resources; support leadership with change enablement so colleagues can execute new or improved processes effectively.
Partner with business leaders to evaluate organizational needs, prioritize initiatives, allocate resources, establish success measures, and deliver department objectives.
Work with Operations, Technology, Product, Analytics, Marketing, Revenue, Human Resources, and Centers of Excellence to define requirements, remove barriers, negotiate trade-offs, and implement scalable solutions.
Partner with Revenue to incorporate service quality, customer health, and issue-resolution data into renewal motions, including at-risk identification, save plays, and pre-renewal service reviews.
Use operational trends, data, customer feedback, colleague insights, and emerging tools to identify improvement opportunities, develop recommendations, and influence decision-making.
Lead cross-functional working teams using project management, communications, change enablement, and process-improvement capabilities.
Provide expertise or identify subject matter experts for initiatives involving process improvement, data capture and analysis, infrastructure support, tool ownership, procedural compliance, AI-enabled knowledge support, workflow automation, and knowledge enablement.
Perform other duties as assigned and comply with all policies and standards.