Director, Member Experience & Service Excellence

If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place!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/ResponsibilitiesGovern and reinforce enterprise service and operational standards to ensure consistent delivery of a hospitality-driven member experience across all channelsPartner with business units to align processes and workflows with established standards, balancing operational realities with service expectationsEstablish and oversee quality and experience measurement frameworks that assess how consistently standards are being deliveredBuild and manage closed-loop feedback systems that connect insights from quality, member feedback, and frontline observations into actionable improvementsIdentify trends, gaps, and root causes impacting the member experience, and partner across teams to implement sustainable solutionsTranslate standards into clear, observable expectations and performance indicators that can be operationalized through daily routines and leadership practicesServe as a key partner to operational training teams by identifying performance gaps and informing training prioritiesDrive consistency across channels by reducing variability in execution while respecting business unit needsLead and develop a high-performing team responsible for quality, experience insights, and operational consistencyAct as an enterprise advocate for hospitality, ensuring Broadview values are consistently reflected in how we serve members and support one anotherLeverage and evolve enterprise technology systems to enable service standards, quality measurement, feedback loops, and scalable delivery of a consistent member experienceMinimum Job Qualifications:Bachelor's degree required8+ years of experience in operations, member experience, hospitality, retail, financial services, or a related environment5+ years of leadership experience, including building and developing high-performing teamsProven ability to measure performance and drive consistency across multiple channels or business unitsExperience leveraging data, quality insights, and feedback loops to improve performance and experience outcomesStrong understanding of operational processes, quality assurance, and performance management in a service environmentAbility to influence across a matrixed organization and partner effectively with training, operations, and business leadersStrong communication and executive presencePassion for hospitality, employee experience, and continuous improvementStarting 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.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.