Senior Director, Expert Insights - ECS

The Senior Director will play a critical leadership role in scaling and optimizing the performance of our service organization. This individual will be responsible for hiring, developing, and leading a team of high-performing people managers and their respective teams, ensuring exceptional outcomes for both customers and experts. The mission of this role is to drive operational excellence, enable consistent and high-quality project execution, and deepen customer engagement by growing expert call volume. In addition to team leadership, this individual will spearhead strategic initiatives aimed at improving efficiency, streamlining workflows, and enhancing scalability. This includes identifying systemic gaps, designing and testing solutions, and leading cross-functional implementation efforts that drive measurable impact. This leader will establish a strong operational rhythm, define and uphold clear performance expectations, and use data to drive continuous improvement. Cross-functional collaboration is critical – this role will work closely with Sales, Product, Marketing, and RevOps to align priorities, remove blockers, and deliver shared outcomes around customer success and business performance. As a senior leader and culture carrier, this person will model our values, foster a high-performance and high-accountability environment, and play a key role in developing the next generation of exceptional people leaders.