Director, Services Practice Excellence

Overview of Job Function:

The Director, Services Practice Excellence is responsible for elevating the quality, consistency, and customer impact of the organization’s professional services delivery. This role owns the Services Customer Experience (CX) strategy and execution, while also leading Practice Excellence for the Global Innovation Center (GIC), managing strategic collaboration with Services Partners, and serving as the operational liaison to the majority-owned consulting firm Andrew Reise.

Reporting to the VP of Professional Services, this leader ensures that service delivery frameworks, methodologies, and customer experience programs are aligned, scalable, and result in measurable value and satisfaction across all customer engagements.

Principal Duties and Essential Responsibilities:

Strategic Leadership & Business Ownership

• Help evolve the enterprise strategy for the Services Customer Experience Program.
• Own the combined strategy and operational execution for the majority-owned management consulting firm.
• Establish a unified vision and roadmap for external services that align with corporate goals and customer outcomes.
• Identify new service offerings, partnership opportunities, and market expansion strategies.

Services Customer Experience (CX)

• Own the services CX strategy, ensuring frictionless, high-quality engagement across the customer lifecycle.
• Develop insights-driven improvements to raise customer satisfaction, retention, and renewal metrics.
• Partner with operations, delivery, and product organizations to remove barriers and elevate service quality.

Management of External Services Portfolio

• Provide leadership to Andrew Reise—ensuring strategic alignment, commercial performance, and operational excellence.
• Oversee practice excellence in India, strengthening global delivery capacity, capability building, and standardized best practices.
• Drive the vision for Services Partner Collaboration—aligning partner capabilities, co-delivery models, and joint value creation.

Global Practice Excellence

• Develop global standards, methodologies, and enablement programs that raise delivery maturity and professional services quality.
• Foster consistent execution across regions by aligning with AMER, global centers of excellence, and partner delivery models.
• Build programs to support skill development, innovation adoption, and continuous improvement.

Leadership & Organizational Development

• Build and lead high-performing teams across consulting, value services, CX, and practice excellence functions.
• Develop future leaders and maintain a strong leadership pipeline aligned with future organizational needs.
• Champion a culture of accountability, innovation, collaboration, and customer-centricity.

Minimum Requirements

• Bachelors degree in a related field or equivalent experience.
• Minimum of 8 years demonstrated leadership experience with proven success in performance management and professional services team development
• 12+ years of experience in professional services, consulting, customer experience, or external services operations.
• Experience influencing global delivery teams and/or offshore centers of excellence.
• Demonstrated success building and scaling global delivery frameworks, methodologies, or Centers of Excellence.
• Strong commercial acumen with experience influencing services portfolio strategy, partner ecosystems, or new revenue opportunities.
• Strong background in customer value realization, customer experience, or services strategy.
• Exceptional stakeholder management and executive communication skills.
• Demonstrated ability to build cross-functional alignment and influence senior leadership.
• Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, and credit/drug screening where applicable.