Director, Associate Experience

Position Overview

Strategic Leadership & Vision:

• Develop and champion the strategic vision for the Associate Experience team, aligning it with the company's broader business and HR/IT strategies.

• Lead the transformation of the service desk from a transactional ticketing system to a proactive, service-oriented model focused on associate enablement and a positive experience.

• Collaborate with senior leadership across various departments (e.g., IT, HR, Operations, Facilities) to identify and address associate pain points and opportunities for improvement in support services.

• Define and track key performance indicators (KPIs) and metrics that measure not only operational efficiency but also associate satisfaction, time-to-resolution, and the overall quality of the support experience.

Team Leadership & Development:

• Recruit, mentor, and lead a high-performing team of support engineers.

• Foster a culture of empathy, accountability, continuous improvement, and customer-centricity within the team.

• Establish clear career paths and professional development opportunities for team members to ensure growth and retention.

• Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to help team members achieve their full potential.

Service Delivery & Operational Excellence:

• Oversee all associate service operations, ensuring high standards of quality, efficiency, and consistency in service delivery.

• Implement and optimize best practices for service management (e.g. Lean, Six Sigma, ITIL) to streamline processes and improve the associate support lifecycle.

• Drive the adoption of new technologies and tools (e.g., vertical and horizontal AI, self-service portals) to enhance the associate experience and automate routine tasks.

• Manage the service desk budget, resource allocation, and vendor relationships to ensure cost-effectiveness and maximize value.

Associate Experience Advocacy:

• Act as the primary advocate for the associate experience, regularly gathering feedback through surveys, focus groups, and direct interactions.

• Analyze associate feedback and operations data to identify trends, root causes of issues, and opportunities for systemic improvements.

• Communicate performance, achievements, and upcoming initiatives to leadership and the broader associate population.

• Develop and manage a robust knowledge base and self-service portal, empowering associates to find solutions independently.

Qualifications:

• Bachelor's degree in a relevant field (e.g., Business Administration, Information Technology, Human Resources). A Master's degree is a plus.

• 10+ years of experience in a leadership role within a service-oriented environment, with at least 5 years managing a service desk, customer support, or similar function.

• Demonstrated experience in transforming a traditional help desk into a modern, proactive, and service-oriented organization.

• Strong understanding of service management principles and methodologies (e.g., ITIL certification is a plus).

• Proven ability to lead, mentor, and motivate a diverse team.

• Exceptional communication, interpersonal, and stakeholder management skills.

• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.

• Experience with service management software, Jira Service Management preferably, and a track record of leveraging technology to improve service delivery.

• A passion for creating exceptional internal experiences and a deep commitment to associate satisfaction.

Base Salary Range

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis' full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees' health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.