Customer Experience Program Director

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.

Don't meet every single requirement? Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody’s perfect – and we encourage you to apply. You may just be the right candidate for this or other roles.

A Brief Overview At TriNet, delivering an exceptional customer experience is a key differentiator and strategic priority. The Customer Experience Program Director serves as the voice of the customer, leading enterprise-wide initiatives that enhance the customer journey, improve service delivery, and drive measurable business outcomes. Positioned within the Service & Technology organization, this role partners across the enterprise to identify customer pain points, uncover opportunities for improvement, and implement solutions that strengthen customer satisfaction, retention, brand reputation, and profitability. The Director collaborates closely with leaders across Service, Revenue, Marketing, Product, Technology, Operations, and Data & Analytics to align customer expectations with service capabilities, leverage insights to drive decision-making, and influence strategies that improve the end-to-end customer experience. This role plays a critical part in connecting prospect and customer journeys, ensuring commitments made during the sales process translate into successful customer outcomes.

What you will do

• Develop and execute customer experience process improvement plans aligned to organizational priorities, customer experience goals, operational needs, and measurable business outcomes.
• Lead cross-functional process improvement initiatives, including process design, simplification, standardization, root cause analysis, implementation planning, and adoption of sustainable operating practices.
• Oversee enablement programs, business readiness activities, stakeholder communications, tools, resources, and support leadership where needed with change support that help colleagues execute new or improved processes effectively.
• Partner with business leaders to evaluate organizational needs, prioritize process and enablement initiatives, allocate resources, establish success measures, and deliver against department objectives.
• Align with internal partners, including Operations, Technology, Product, Analytics, Marketing, Revenue, Human Resources, and Centers of Excellence, to define requirements, remove barriers, negotiate trade-offs, and execute scalable solutions.
• Partner with Revenue to embed service quality, customer health, and issue-resolution data into the renewal motion, including at-risk identification, save plays, and pre-renewal service reviews.
• Leverage operational trends, data, customer feedback, colleague insights, and emerging tools to identify improvement opportunities, develop recommendations, and influence decision-making.
• Lead horizontal, cross-functional working teams with core capabilities in project management, communications, change enablement, and process improvement.
• Provide expertise or identify appropriate subject matter experts for multi-functional efforts involving process improvement, data capture and analysis, infrastructure support, tool ownership, compliance with procedures, AI-enabled knowledge support, including Microsoft Copilot, AI-powered search, knowledge assistants, chatbots, and workflow automation tools, and knowledge-related enablement needs.
• Performs other duties as assigned
• Complies with all policies and standards

Education Qualifications

• Bachelor's Degree Business, Industrial Engineering, Operations, Organizational Management, or equivalent experience required
• Master's Degree Business, Operations, Organizational Management, or a related field. preferred

Experience Qualifications

• Typically 10+ years progressive business experience supporting customer-facing, operational, or consulting organizations, including business process analysis, process improvement, project management, program management, quality initiatives, business intelligence required
• Typically 5+ years managing cross-functional, multi-tiered projects and programs required
• Typically 5+ years consulting and collaborating with business partners to identify improvement opportunities, define gaps, and develop scalable business process and enablement solutions required
• Typically 3+ years Leading large-scale projects or programs that require critical thinking, root cause analysis, business readiness, and change adoption. required
• Experience leveraging data, technology, and AI-enabled solutions to improve operational efficiency, knowledge management, colleague enablement, and customer experience. required
• Experience within a contact center, customer service, customer success, or HR services environment. preferred
• Experience leading organizational transformation and large-scale enablement initiatives across geographically dispersed teams. preferred
• Experience implementing business process, workflow, reporting, collaboration, knowledge, or digital enablement tools. preferred

Skills and Abilities

• Proven leader in operational excellence and transformation, with experience translating complex business needs into scalable processes, governance frameworks, success metrics, and enablement strategies that drive organizational performance and customer outcomes. (Advanced proficiency)
• Demonstrated ability to influence and align senior cross-functional stakeholders, including Operations, Technology, Product, Analytics, Human Resources, Marketing, Revenue, and other partner organizations, successfully negotiating priorities and securing commitment across competing business objectives. (Advanced proficiency)
• Demonstrated success negotiating and securing commitments from peer functions with competing objectives, including a revenue-generating organization; strong experience partnering with and influencing cross-functional stakeholders including Operations, Technology, Product, Analytics, Human Resources, Marketing, and Revenue. (Intermediate proficiency)
• Knowledge of process improvement methodologies such as Lean, Six Sigma, Agile, or Change Management frameworks. (Advanced proficiency)
• Working knowledge of sales cycles, pipeline, ACV, and renewal economics sufficient to engage credibly with Revenue leadership on trade-offs. (Advanced proficiency)
• Skill in process improvement, business transformation, operational enablement, customer service, communication, leadership, problem solving, team building, and consensus building. (Advanced proficiency)
• Ability to deliver strategic customer experience insights and work (external or internal cx consulting), to interpret customer segmentation and journey mapping and to articulate how to redesign touchpoints for targeted customer experience improvements (Advanced proficiency)
• Analytical skills and ability to translate data, operational trends, and customer insights into measurable action and prioritization recommendations. (Advanced proficiency)
• Ability to influence and align senior leaders around strategic priorities. (Advanced proficiency)
• Proven ability to lead through influence in a matrixed environment without direct authority - building coalitions, negotiating trade-offs, and driving shared accountability across functions with differing goals, incentives, and metrics.Data-driven mindset with experience translating insights into actionable recommendations. (Advanced proficiency)
• Ability to lead through ambiguity and organizational change. (Advanced proficiency)
• Exceptional project, program, and portfolio management skills. (Advanced proficiency)
• Proficiency with reporting, analytics, collaboration, workflow, knowledge, and enablement technologies. (Advanced proficiency)
• Ability to translate process changes, business requirements, and subject matter expertise into clear documentation, enablement resources, AI-enabled knowledge support such as Microsoft Copilot, AI-powered search, knowledge assistants, chatbots, and workflow automation tools, and knowledge content that supports colleague readiness and consistent execution. (Advanced proficiency)
• Coaching and talent development capabilities with an emphasis on building inclusive, high-performing teams. (Advanced proficiency)
• Exceptional communication, presentation, and executive stakeholder management skills. (Advanced proficiency)

Licenses and Certifications

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

Travel Requirements Up to 30% travel

Work Environment

• 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.

The preferred location for this role is Atlanta, GA, and the salary range for this location is $125,000.00 to $250,000.00. All 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 company’s discretion. The candidate’s final salary offer will be based on the candidate’s skills, education, work location and experience.

A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan.

Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program. Please click the following link for detailed information about our benefits offerings: https://www.trinet.com/documents/blt5b61a1040aae1904

Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation.