Director, Resolution Services

This Director-level leadership role is responsible for setting the strategic direction operating model governance framework and performance objectives for TriNets Resolution Services organization. The Director oversees broad functional programs of considerable scope and impact including ownership and governance of the Estimated Time to Resolution (ETR) function Issue Center operational processes and resolution management practices that support enterprise customer experience outcomes.

The Director establishes organizational plans operational objectives governance structures performance standards operating procedures budget and resource priorities and service level expectations to ensure consistent scalable and customer-centric issue resolution across global teams. This role makes final administrative and operational decisions within the function and ensures effective achievement of business objectives.

The Director typically leads managers and professional teams directs and controls activities across a broad functional area and serves as a strategic advisor to senior leaders and executive stakeholders on customer resolution trends operational risk process effectiveness and continuous improvement opportunities.

Essential Duties / Responsibilities

Strategic Leadership & Organizational Governance: Establish and execute the strategic vision roadmap operating model governance framework and functional objectives for Resolution Services in alignment with company priorities. Direct and control managers professional teams and cross-functional partners responsible for customer issue resolution and experience restoration. Develop organizational goals key performance indicators staffing plans budget inputs and success measures aligned to company objectives. Serve as an executive liaison across Customer Experience Service Product Technology Operations and other various business functions across TriNet influencing senior-level decisions on matters of significance to the organization. Identify root causes of recurring issues and escalations uncover policies procedures or operational practices that are not customer-centric and drive cross-functional changes that improve resolution effectiveness customer outcomes and the overall customer experience. Own and manage the ELT/SLT Outreach Program ensuring timely executive engagement effective follow-up and coordinated resolution of customer issues requiring executive leadership visibility. Drive organizational change initiatives and transformation efforts that enhance customer outcomes and operational effectiveness. -25%

ETR Governance & Program Ownership: Own the enterprise governance framework for the Estimated Time to Resolution program. Establish policies standards controls and measurement criteria to ensure ETR accuracy consistency and accountability. Monitor ETR performance and trends through reporting dashboards and operational reviews. Partner with Technology Analytics and Operations leaders to identify automation opportunities and continuous improvement initiatives. Ensure ETR processes support customer transparency escalation management and service excellence. 15%

Issue Center Governance & Operational Excellence: Govern operational standards and procedural controls for the Issue Center team in India. Monitor global processes procedures workflows and quality standards supporting issue intake triage escalation and resolution management. Ensure consistent execution across teams through documented operating procedures audits training programs and performance reviews. 15%

Customer Resolution Leadership: Provide Director-level oversight and decision-making for critical customer issues high-risk escalations and enterprise-level resolution activities that may affect functional division or company operations. Partner with executives senior leaders internal stakeholders and major customer contacts to negotiate resolution strategies influence alignment and mitigate business risk. Lead governance reviews and executive escalations requiring cross-functional coordination senior-level influence and timely operational decision-making. 10%

Process Improvement Analytics & Reporting: Leverage data analytics Power BI reporting AI tools and operational insights to identify trends and improvement opportunities. Establish performance dashboards and executive reporting frameworks for resolution health ETR effectiveness customer impact and organizational performance. Drive adoption of automation and technology solutions that improve scalability and operational effectiveness. 25%

Talent Development & Leadership: Lead coach and develop managers and future leaders within the Resolution Services organization. Create a culture of accountability customer advocacy continuous improvement and operational excellence. Support succession planning organizational design and workforce strategy initiatives. 15%

Performs other duties as assigned

Complies with all policies and standards

Qualifications

Bachelors Degree or equivalent experience advanced degree preferred

Work Experience

Typically 10 years experience managing leaders and/or broad functional programs with accountability for planning staffing resource priorities operational governance enterprise processes service delivery frameworks transformation process improvement customer experience initiatives and analytics-enabled business outcomes preferred.

Licences and Certifications

Certified Project Management Professional (PMP)-PMI preferred.
Lean Six Sigma Certification-IASSC preferred.

Knowledge Skills and Abilities
Executive-level communication presentation negotiation and stakeholder management skills including the ability to influence senior leaders and major customer contacts. - Intermediate

Strong organizational governance functional planning budget/resource prioritization and process management expertise. - Advanced

Ability to establish strategic plans and objectives drive alignment across multiple departments and gain acceptance in sensitive or high-impact situations.- Advanced

Experience developing enterprise operating procedures process controls and compliance frameworks. - Advanced

Advanced analytical and problem-solving capabilities with experience using Power BI AI-enabled productivity tools and operational analytics platforms to drive business outcomes. - Advanced

Strong understanding of customer experience management issue resolution practices service excellence methodologies process automation workflow optimization and digital transformation initiatives. - Advanced

Must possess the ability to operate independently with minimal supervision exercise sound judgment in high-level decision-making and influence the highest levels of leadership to drive alignment resolve complex issues and advance business priorities. - Advanced

Work in clean pleasant and comfortable office or home setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.

Travel Requirements

Up to 20% travel may be needed

The preferred location for this role is Atlanta GA and the salary range for this location is $125000.00 to $ qualified external applicants will be considered for an in-office role based in Atlanta. All qualified internal candidates are encouraged to apply and consider relocation to Atlanta and may be considered remote hire at the companys discretion. The candidates final salary offer will be based on the candidates skills education work location and experience.