Exela Technologies
Enterprise Director Client Experience
Exela Technologies, Tampa, Florida, us, 33646
Tampa, FL
Position Type
Full time Requisition ID
29618 Level of Education
Years of Experience
5+ to 7 Years About Exela
Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500+ employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty. Job Description
Director Service Delivery
About the Role:
As the Director of Service Delivery, you will be responsible for overseeing the end-to-end delivery of services to our clients, ensuring high levels of customer satisfaction and operational excellence. You will lead a team of service delivery managers and specialists, setting strategic objectives, implementing best practices, and driving continuous improvement initiatives to optimize service delivery processes and outcomes. Essential Job Responsibilities:
Develop and implement service delivery strategies, policies, and procedures to meet client needs and organizational objectives. Lead and manage a team of service delivery managers and specialists, providing direction, guidance, and support to ensure effective service delivery and customer satisfaction. Establish and monitor key performance indicators (KPIs), service level agreements (SLAs), and metrics to track performance, identify areas for improvement, and drive operational excellence. Collaborate with internal stakeholders, including sales, account management, product development, and support teams, to align service delivery efforts with client requirements and business goals. Oversee the planning, scheduling, and allocation of resources (e.g., personnel, equipment, tools) to ensure efficient and timely delivery of services. Monitor and analyze service delivery trends, customer feedback, and industry best practices to identify opportunities for innovation, process optimization, and service improvement. Develop and maintain strong relationships with clients, acting as a trusted advisor and escalation point for service-related issues and concerns. Lead service delivery reviews and meetings with clients, providing updates on performance, addressing issues and risks, and identifying opportunities for value-added services and upselling opportunities. Ensure compliance with regulatory requirements, industry standards, and company policies and procedures related to service delivery, data security, and privacy. Prepare and present regular reports and presentations to senior management, providing insights into service delivery performance, trends, and initiatives. Qualifications:
Bachelor's degree in business administration, management, information technology, or a related field (or an equivalent combination of education and relevant experience). Advanced degree (e.g., MBA) is preferred. Minimum of 8-10 years of experience in service delivery management, client relationship management, or related fields, with at least 3-5 years in a leadership or director-level role. Proven track record of success in driving service delivery excellence, achieving high levels of customer satisfaction, and meeting or exceeding performance targets and objectives. Strong leadership and management skills, with the ability to inspire and motivate teams, foster collaboration, and drive results in a dynamic and fast-paced environment. Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients, internal stakeholders, and cross-functional teams. Strategic thinker with strong analytical and problem-solving abilities, capable of translating client needs and business requirements into actionable strategies and initiatives. Experience in managing service delivery teams, including recruitment, training, performance management, and professional development. Knowledge of service delivery methodologies, frameworks, and best practices, with experience implementing and optimizing service management processes and tools. Bilingual, English and Spanish. EEO Statement
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.
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Position Type
Full time Requisition ID
29618 Level of Education
Years of Experience
5+ to 7 Years About Exela
Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500+ employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty. Job Description
Director Service Delivery
About the Role:
As the Director of Service Delivery, you will be responsible for overseeing the end-to-end delivery of services to our clients, ensuring high levels of customer satisfaction and operational excellence. You will lead a team of service delivery managers and specialists, setting strategic objectives, implementing best practices, and driving continuous improvement initiatives to optimize service delivery processes and outcomes. Essential Job Responsibilities:
Develop and implement service delivery strategies, policies, and procedures to meet client needs and organizational objectives. Lead and manage a team of service delivery managers and specialists, providing direction, guidance, and support to ensure effective service delivery and customer satisfaction. Establish and monitor key performance indicators (KPIs), service level agreements (SLAs), and metrics to track performance, identify areas for improvement, and drive operational excellence. Collaborate with internal stakeholders, including sales, account management, product development, and support teams, to align service delivery efforts with client requirements and business goals. Oversee the planning, scheduling, and allocation of resources (e.g., personnel, equipment, tools) to ensure efficient and timely delivery of services. Monitor and analyze service delivery trends, customer feedback, and industry best practices to identify opportunities for innovation, process optimization, and service improvement. Develop and maintain strong relationships with clients, acting as a trusted advisor and escalation point for service-related issues and concerns. Lead service delivery reviews and meetings with clients, providing updates on performance, addressing issues and risks, and identifying opportunities for value-added services and upselling opportunities. Ensure compliance with regulatory requirements, industry standards, and company policies and procedures related to service delivery, data security, and privacy. Prepare and present regular reports and presentations to senior management, providing insights into service delivery performance, trends, and initiatives. Qualifications:
Bachelor's degree in business administration, management, information technology, or a related field (or an equivalent combination of education and relevant experience). Advanced degree (e.g., MBA) is preferred. Minimum of 8-10 years of experience in service delivery management, client relationship management, or related fields, with at least 3-5 years in a leadership or director-level role. Proven track record of success in driving service delivery excellence, achieving high levels of customer satisfaction, and meeting or exceeding performance targets and objectives. Strong leadership and management skills, with the ability to inspire and motivate teams, foster collaboration, and drive results in a dynamic and fast-paced environment. Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients, internal stakeholders, and cross-functional teams. Strategic thinker with strong analytical and problem-solving abilities, capable of translating client needs and business requirements into actionable strategies and initiatives. Experience in managing service delivery teams, including recruitment, training, performance management, and professional development. Knowledge of service delivery methodologies, frameworks, and best practices, with experience implementing and optimizing service management processes and tools. Bilingual, English and Spanish. EEO Statement
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.
#J-18808-Ljbffr