14535 - Senior Director - Customer Excellence

Kelly Services • Troy, MI • 11h ago

Together we change lives.

Kelly is a team of experts driven by our belief that the impact of the right person in the right job is limitless.

No matter where you are in your career journey you can apply your knowledge and passion to move people, organizations, and communities forward. You'll have opportunities to grow your expertise and capabilities, both professionally and personally. As a team we celebrate inclusion, caring and collaboration. As a company we value your contribution, we work with integrity, and we always put people first - so your impact really will change lives.

Our Senior Director, Customer Excellence (MSP) is a strategic, execution-focused leader responsible for advancing service delivery maturity, operational excellence, and continuous improvement across enterprise MSP workforce programs. This role focuses on elevating service quality, improving program performance, and building scalable delivery models that drive strong, consistent customer outcomes.

The Senior Director enables and supports delivery teams by standardizing operations, leveraging insights and analytics, and leading continuous improvement initiatives. The role also engages directly with clients through executive governance, escalations, and optimization discussions, playing a critical role in strengthening delivery consistency, improving operational efficiency, and ensuring MSP programs scale effectively while maintaining a high-quality customer experience.

Responsibilities:

Driving Customer Excellence Across MSP Programs

Leading initiatives that enhance overall customer outcomes by improving service delivery consistency, operational effectiveness, and program performance

Owning MSP Service Delivery Standards

Establishing and reinforcing delivery standards and operating frameworks that ensure consistent execution across programs, regions, and teams

Leading Continuous Improvement Initiatives

Identifying and driving continuous improvement opportunities through process optimization, operational enhancements, and data-driven insights to improve quality, efficiency, and customer outcomes

Standardizing Operations and Elevating Service Quality

Designing scalable operating models, governance practices, and best-in-class processes that reduce variability and improve service consistency

Leveraging Insights to Maximize Program Value

Utilizing analytics, performance trends, and market intelligence to identify improvement opportunities and enable proactive program optimization

Supporting Client Engagement Through Escalation and Strategic Guidance

Serving as a senior escalation and advisory resource for clients when required, providing guidance during complex challenges, governance discussions, or continuous improvement initiatives rather than routine operational engagement

Developing and Empowering High-Performing Teams

Coaching and developing delivery leaders and operational teams to strengthen accountability, engagement, and execution excellence

Enabling Scalable Growth and Operational Maturity

Establishing delivery structures and operational frameworks that support program expansion while maintaining quality and efficiency

Driving Transformation and Operational Efficiency

Championing automation, process improvement, and technology enablement initiatives that improve productivity and scalability

Executive Governance and Internal Alignment

Supporting executive governance through performance insights and recommendations while ensuring alignment across operations, implementation, and technology teams

Knowledge, Skills, and Experiences:

10+ years of experience in MSP, contingent workforce management or workforce solutions environments with progressive leadership responsibility

Strong experience leading service delivery organizations and operational improvement initiatives within enterprise client environments

Proven ability to drive continuous improvement, process standardization, and operational transformation at scale

Strong analytical and problem-solving capabilities, with the ability to translate data into actionable improvement strategies

Executive-level communication skills with experience supporting client governance and escalation discussions

Deep understanding of MSP models, supplier ecosystems, and workforce program operations

Demonstrated success developing high-performing teams and delivery leader

Experience with VMS platforms, workforce analytics, and performance reporting tools

Ability to balance strategic thinking with hands-on operational execution

Experience operating in global or multi-regional delivery environments preferred

Base pay range for this position is $92,400 - $154,000 per year. Final annual compensation will be based on experience and may vary by geographic location.

Total compensation package including benefits as applicable to the position - understanding that each person has unique professional and personal needs focused on your total well-being. Explore our range of benefits at: Kelly Services | People Regular Staff

Kelly is an equal opportunity employer committed to employing a diverse, equitable and inclusive workforce, including, but not limited to, race, gender, individuals with disabilities, protected veterans, sexual orientation, and gender identity. Equal Employment Opportunity is The Law.

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