The Opportunity: Who We Are Looking ForAs our Director of Service Excellence, you will serve as a vital partner to our State and Local Services to People teams. Your mission is to ensure that our strategies to elevate customer experience, satisfaction, and service quality are not just ideas, but measurable realities across the organization. You will design the future-ready frameworks and continuous improvement models that define what "excellence" looks like at Mosaic.
How You Will Make an Impact- Cultivate Continuous Improvement: You will collaborate and consult with Services to People leadership to build a culture obsessed with service excellence.
- Own the Data Ecosystem: You will oversee the collection, consolidation, and validation of service excellence data across all states and service lines.
- Translate Insights to Action: You will partner closely with local leaders to interpret metrics, spot service gaps, recommend key improvements, and facilitate data-driven discussions.
- Lead Process & Project Excellence: You will manage high-impact service excellence projects-tracking milestones, deliverables, and costs to ensure we deliver on time and on budget.
- Streamline Workflows: You will employ best-practice change management and process improvement methodologies to reduce variability and streamline workflows.
- Standardize Systems: You will collaborate with network teams to ensure optimal use of our electronic record system, creating accurate, complete, and replicate data.
- Champion Best Practices: You will develop tools and maintain resources, driving adoption through active training, documentation, and the cultivation of Communities of Practice.
Commitment to Mosaic Values:At Mosaic, we believe in creating a workplace where everyone has the chance to contribute and succeed. This commitment is not just a policy, it's the way we work. It's good for the workforce, it's good for Mosaic, and it's the right thing to do.
What You Bring to "One Mosaic"We operate with a commitment to
belonging, connection, faithfulness, and grit. Beyond your resume, you are someone who pays fierce attention to detail, possesses an entrepreneurial self-motivation, and can seamlessly translate financial and operational data into strategic decisions.
Your Background:- Education: Bachelor's degree in a related field is required (a Master's degree is preferred).
- Experience: A minimum of three years of relevant work experience, with specific, proven experience in facilitating data availability and analysis.
- Leadership Style: Ready to internalize and actively demonstrate Mosaic's 7 Essential Practices of Leadership.
- Operational Readiness: Exceptional skill in team management, the ability to read financial reports, adapt to changing demands, work independently, and drive as required for the role.
Are You Ready to Lead with Grit and Purpose?At Mosaic, we work together as one cohesive team to ensure the people we support have a voice to share their needs and advocate for their rights. If you are a strategic thinker who wants their day job to leave a lasting legacy, we want to hear from you.
Apply today and help us shape the future of service excellence. 
