Director of Service Excellence

Every number represents a voice. Every metric represents a breakthrough. Every adaptable process we build is a step toward giving someone a more meaningful life in a caring community.

We are Mosaic, and we are looking for a visionary, analytical, and deeply empathetic leader to join us as our Director of Service Excellence. Reporting directly to the VP of Service Excellence, you won't just look at dashboards-you will use data as a catalyst to relentlessly pursue opportunities that empower people.

If you believe that operational rigor and human compassion belong in the very same sentence, you belong here.

As 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.

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  Cultivate Continuous Improvement: You will collaborate and consult with Services to People leadership to build a culture obsessed with service excellence.

  
  
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  Own the Data Ecosystem: You will oversee the collection, consolidation, and validation of service excellence data across all states and service lines.

  
  
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  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.

  
  
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  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.

  
  
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  Streamline Workflows: You will employ best-practice change management and process improvement methodologies to reduce variability and streamline workflows.

  
  
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  Standardize Systems: You will collaborate with network teams to ensure optimal use of our electronic record system, creating accurate, complete, and replicate data.

  
  
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  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.