Director Of Service Excellence

Aston Carter•Alexandria, VA

2d•$95,000 - $130,000•Onsite

About The Position

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.

Requirements

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.
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

Responsibilities

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.
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.
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.