Director, Services Practice Excellence

Job description

Overview of Job Function: The Director, Services Practice Excellence is responsible for elevating the quality, consistency, and customer impact of the organization’s professional services delivery. This role owns the Services Customer Experience (CX) strategy and execution, while also leading Practice Excellence for the Global Innovation Center (GIC), managing strategic collaboration with Services Partners, and serving as the operational liaison to the majority-owned consulting firm Andrew Reise. Reporting to the VP of Professional Services, this leader ensures that service delivery frameworks, methodologies, and customer experience programs are aligned, scalable, and result in measurable value and satisfaction across all customer engagements. Principal Duties and Essential Responsibilities: Strategic Leadership & Business Ownership - Help evolve the enterprise strategy for the Services Customer Experience Program. - Own the combined strategy and operational execution for the majority-owned management consulting firm. - Establish a unified vision and roadmap for external services that align with corporate goals and customer outcomes. - Identify new service offerings, partnership op...