Director - Service Delivery (Westlake)

Coach and develop senior managers and managers to meet high performance standards.

Drive ownership of team KPIs (SLA, NPS, CSAT, FCR) and maintain operational rigor.

Implement agile performance management systems and continuous improvement loops.

Partner cross-functionally with Tech, Product, and Sales to lead transformation efforts.

Cultivate a culture of urgency, discipline, and scalable success.

Formalize leadership development frameworks with structured coaching cadences and calibration.

Facilitate cross-functional leadership development roundtables to build shared practices.

Provide decisive leadership during escalations and inflection points.

Track and report coaching effectiveness using engagement and performance data.

Align service delivery results with strategic goals (e.g., retention, upsell, digital adoption).

Communicate with influence and clarity across teams during ambiguity and change.

Convert client feedback into strategic service enhancements.

Champion innovation in tooling, processes, and workflows that remove friction.

Forecast staffing and budget needs in partnership with Finance and WFM.

Sponsor stretch and rotational development programs to elevate emerging talent.