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 experience across all channels
- Partner with business units to align processes and workflows with established standards, balancing operational realities with service expectations
- Establish and oversee quality and experience measurement frameworks that assess how consistently standards are being delivered
- Build and manage closed-loop feedback systems that connect insights from quality, member feedback, and frontline observations into actionable improvements
- Identify trends, gaps, and root causes impacting the member experience, and partner across teams to implement sustainable solutions
- Translate standards into clear, observable expectations and performance indicators that can be operationalized through daily routines and leadership practices
- Serve as a key partner to operational training teams by identifying performance gaps and informing training priorities
- Drive consistency across channels by reducing variability in execution while respecting business unit needs
- Lead and develop a high-performing team responsible for quality, experience insights, and operational consistency
- Act as an enterprise advocate for hospitality, ensuring Broadview values are consistently reflected in how we serve members and support one another
- Leverage and evolve enterprise technology systems to enable service standards, quality measurement, feedback loops, and scalable delivery of a consistent member experience
Minimum Job Qualifications:- Bachelor's degree required
- 8+ years of experience in operations, member experience, hospitality, retail, financial services, or a related environment
- 5+ years of leadership experience, including building and developing high-performing teams
- Proven ability to measure performance and drive consistency across multiple channels or business units
- Experience leveraging data, quality insights, and feedback loops to improve performance and experience outcomes
- Strong understanding of operational processes, quality assurance, and performance management in a service environment
- Ability to influence across a matrixed organization and partner effectively with training, operations, and business leaders
- Strong communication and executive presence
- Passion for hospitality, employee experience, and continuous improvement
Starting Compensation: $97,371-$126,582 annually, plus a competitive benefits package.
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.
