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Director, Associate Experience
Director, Associate ExperienceZelis • Morristown, NJ, US
Director, Associate Experience

Director, Associate Experience

Zelis • Morristown, NJ, US
1 day ago
Job type
  • Full-time
Job description

Director, Associate Experience

The Director, Associate Experience is a strategic and hands-on leader responsible for the overall vision, strategy, and execution of the company's internal Associate Experience team. This role is a key driver of associate satisfaction and productivity, ensuring that our internal support services are not just reactive, but proactive, efficient, and aligned with the company's values of put people first, drive innovation, and build trust. The ideal candidate will transform the traditional service desk into a modern, service-oriented center of excellence that anticipates associate needs and provides a seamless, high-quality support experience.

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.
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    Associate Director • Morristown, NJ, US

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