Customer Experience Program Director

TriNet•Atlanta, GA

1d•$125,000 - $250,000

About The Position

The Customer Experience Program Director serves as the voice of the customer and leads enterprise-wide initiatives to enhance the customer journey, improve service delivery, and drive measurable business outcomes. Within the Service & Technology organization, the role partners across the enterprise to identify customer pain points, uncover opportunities for improvement, and implement solutions that strengthen customer satisfaction, retention, brand reputation, and profitability. The Director collaborates with leaders across Service, Revenue, Marketing, Product, Technology, Operations, and Data & Analytics to align customer expectations with service capabilities, use insights to inform decisions, and improve the end-to-end customer experience. The role also connects prospect and customer journeys so that commitments made during sales translate into successful customer outcomes. The position develops customer experience process improvement plans and leads cross-functional initiatives involving process design, simplification, standardization, root cause analysis, implementation, and adoption of sustainable operating practices. It oversees enablement programs, business readiness, stakeholder communications, tools, resources, and change support. The Director works with business leaders and internal partners to prioritize initiatives, allocate resources, establish success measures, remove barriers, negotiate trade-offs, and deliver scalable solutions. The role also partners with Revenue to incorporate service quality, customer health, and issue-resolution data into renewals, including at-risk identification, save plays, and pre-renewal service reviews. The role uses operational trends, data, customer feedback, colleague insights, and emerging tools to identify improvement opportunities and influence decisions. It leads horizontal working teams and provides expertise or identifies subject matter experts for process improvement, data analysis, infrastructure, tools, compliance, and knowledge-related enablement—including AI-enabled knowledge support, Microsoft Copilot, AI-powered search, knowledge assistants, chatbots, and workflow automation. The position requires a bachelor's degree or equivalent experience and typically 10 or more years of progressive business experience, including extensive cross-functional program leadership and process improvement. Up to 30% travel is required. The preferred location is Atlanta, Georgia; external applicants are considered for an in-office role there, while internal candidates may be considered for remote hire at the company's discretion.

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, and 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 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 ability in operational excellence and transformation, 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.
Experience negotiating commitments with peer functions, including a revenue-generating organization, and influencing partners across Operations, Technology, Product, Analytics, Human Resources, Marketing, and Revenue.
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 with Revenue leadership on trade-offs.
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 redesigns for targeted improvements.
Advanced analytical skills and ability to translate data, operational trends, and customer insights into measurable actions and prioritization recommendations.
Ability to influence senior leaders around strategic priorities and lead through influence in a matrixed environment without direct authority.
Ability to lead through ambiguity and organizational change.
Advanced project, program, and portfolio management skills.
Proficiency with reporting, analytics, collaboration, workflow, knowledge, and enablement technologies.
Ability to turn process changes, business requirements, and subject matter expertise into clear documentation, enablement resources, AI-enabled knowledge support, and 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.
Up to 30% travel.

Nice To Haves

Master's degree in Business, Operations, Organizational Management, or a related field.
Experience in 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, 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 sustainable adoption.
Oversee enablement programs, business readiness activities, stakeholder communications, tools, resources, and change support for colleagues implementing new or improved processes.
Partner with business leaders to assess organizational needs, prioritize initiatives, allocate resources, establish success measures, and deliver department objectives.
Align with Operations, Technology, Product, Analytics, Marketing, Revenue, Human Resources, and Centers of Excellence to define requirements, remove barriers, negotiate trade-offs, and execute scalable solutions.
Partner with Revenue to embed service quality, customer health, and issue-resolution data into the renewal motion, 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 decisions.
Lead cross-functional working teams focused on project management, communications, change enablement, and process improvement.
Provide expertise or identify subject matter experts for efforts 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.