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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in managing global customer experience and service delivery, with a focus on strategic direction, vendor management, and team development. Proven ability to optimize operations and enhance client satisfaction across both in-house and outsourced service models.
Highest-signal resume keywords
Global Service Delivery ManagementVendor Performance OptimizationStrategic Direction SettingLeadership DevelopmentOperational Cost Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Delivery ManagementClient ServicesOperational Cost ModelsSLA AdherenceQuality Standards Evaluation
Soft Skills
Strategic ThinkingAnalytical SkillsTeam LeadershipRelationship Management
Industry Keywords
BPO ManagementCustomer ExperienceHybrid Service EnvironmentOnboarding CapabilityContinuous Improvement
About the role
Key responsibilities & impact- Own the full global customer experience for the Three Rivers client portfolio, with accountability for how it feels for the client and how it performs for the business — across both outsourced and in-house service delivery.
- Lead and develop three distinct functions: BPO Management (outsourced partner), Premier Services (in-house differentiated team), and New Client Launch (onboarding capability).
- Set the strategic direction for how TreviPay delivers customer experience within Three Rivers, including buyer segment differentiation — determining which buyers need a higher-touch experience and which need reliable, efficient service, and ensuring both are exceptional.
- Own the outsourced partner relationship end to end, including vendor performance, SLA adherence, quality standards, escalation management, contract strategy, resource optimization, cost structure, and continuous improvement.
- Guide the growth of the in-house Premier Services team from Pilot to scale, defining what differentiated service looks like for Three Rivers and ensuring the team delivers on that promise.
Requirements
What you’ll need- 10+ years of progressive leadership responsibility in operations, customer experience, client services, service delivery, or related client-facing functions.
- Demonstrated experience leading through managers and building leadership teams, including hiring and developing leaders underneath you.
- Experience managing global service delivery at scale across multiple teams, geographies, or service models.
- Strong strategic and analytical skills, including experience evaluating service delivery economics, vendor contracts, or operational cost models.
- Experience operating in a hybrid service environment where both in-house and partner/outsourced teams serve the same clients.
Benefits
Comp & perks- Competitive salary
- Paid parental leave
- Generous paid time off
- Medical, dental, vision, FSA, Life/AD&D, long and short term disability
- 401K matching
- Employee referral program