Service Excellence Director

The Service Excellence Director leads our efforts in elevating how we resolve client escalations and drives delivery excellence across our organization. This is a leadership role reporting directly to the VP of The Client Organization (TCO), and serves as the connective tissue across teams to ensure swift, consistent, and transparent resolution of client issues while scaling our operational maturity.

• Client Escalation Oversight:
• You will facilitate recurring cross-functional client escalation forums that ensure rapid issue triage, root cause analysis (RCA), and resolution.
• You will drive accountability across functional partners for RCA completion and timely resolution of client-specific issues.
• You will identify escalation themes impacting multiple clients and lead efforts to address systemic gaps in service delivery.
• You will partner with Product, Engineering, Member Care, Clinical, and IBEX to prioritize escalations by impact and urgency, ensuring focus on the most critical client needs.
• Performance Tracking & Reporting:
• You will define and implement Service Level Agreements (SLAs) with each cross-functional partner.
• You will monitor and report on SLA adherence using a scorecard segmented by client segment and functional area.
• You will deliver a monthly escalation report to the VP of Client Organization summarizing:
• Volume of escalations, days open, escalation rates (per thousand), client MSAT, and NPS, SLA performance, cross-functional ownership, trends by client segment and functional domain.
• Client Service Recovery / High-Risk Client Mitigation:
• You will aggregate and analyze high-risk client mitigation plans stemming from client audits and other remediation work.
• You will identify themes across these plans and partner cross-functionally to address root causes and mitigate risk holistically.
• You will ensure Client Service Recovery plans are in place where needed, collate themes, actions and accountabilities for leadership awareness, appropriate resourcing and barrier removal.
• Strategic Collaboration:
• You will partner with the Senior Director of Performance Optimization (Client Org) and Senior Director of Performance Optimization (Growth Org) to share insights and drive consistent delivery improvements around remediation processes, RCA client communications, SLA tracking.
• You will support the TCO VP in developing monthly business updates for executive leadership and quarterly board reports detailing client escalation trends and service delivery breakdowns.
• Systems & Infrastructure Development:
• You will serve as a leader in defining and implementing a company-wide case management system to log, triage, assign, and resolve client escalations.
• You will serve as a key stakeholder in ensuring the system supports cross-functional visibility, accountability, and workflow alignment.
• Client Engagement & Voice of The Client:
• You will serve as a leader in developing, curating and delivering content to support client engagement initiatives, communications and webinars.
• You will serve as a key leader in collating information and data to support the sharing of Voice of the Client to internal IH stakeholders including reporting out Client NPS feedback, themes and service excellence work to support achievement of NPS targets.

• 8+ years of experience in client service delivery, program management, and customer success operations in a cross-functional SaaS or service-driven environment.
• Demonstrated success in holding cross-functional teams accountable and driving results without direct authority.
• Proven experience identifying patterns and themes in complex data sets and delivering solutions at scale.
• Strong project and stakeholder management skills with the ability to manage multiple initiatives simultaneously.
• Adept at managing through ambiguity and building structure where none exists.
• Excellent communication, executive presence, and storytelling skills—able to distill complex information into clear, actionable insights.
• A builder mindset with a passion for operational excellence, continuous improvement, and client-first delivery.
• Experience standing up or optimizing case management systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management).

The United States new hire base salary target ranges for this full-time position are:

Zone A: $128,130 - $180,990 + equity + benefits

Zone B: $140,943 - $199,089 + equity + benefits

Zone C: $153,756 - $217,188 + equity + benefits

Zone D: $166,569 - $235,287 + equity + benefits

This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.

Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.

Benefits & Perks:

In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)

Paid Time Off ("PTO") and Discretionary Time Off (“DTO")

12 weeks of 100% Paid Parental leave

Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.

Work-From-Home reimbursement to support team collaboration home office work

Your recruiter will share more about the salary range and benefits package for your role during the hiring process.

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.