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Summary of Role:

The Director, Member Experience & Service Excellence is responsible for governing and continuously improving a consistent, hospitality-driven member experience across all channels while leading a high-functioning team of professionals. This role ensures that established service and operational standards are consistently delivered, partners with business units to align execution with those standards, and uses insights to drive measurable improvement.

This leader connects performance, experience, and operations, ensuring consistency without losing the flexibility needed to support business unit nuances.


Essential Job Functions/Responsibilities
+ Govern and reinforce enterprise service and operational standards to ensure consistent delivery of a hospitality-driven member expe...