Director, Resolution Services

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance. TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR. Don't meet every single requirement? Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody’s perfect – and we encourage you to apply. You may just be the right candidate for this or other roles. This Director-level leadership role is responsible for setting the strategic direction, operating model, governance framework, and performance objectives for TriNet's Resolution Services organization. The Director oversees broad functional programs of considerable scope and impact, including ownership and governance of the Estimated Time to Resolution (ETR) function, Issue Center operational processes, and resolution management practices that support enterprise customer experience outcomes. The Director establishes organizational plans, operational objectives, governance structures, performance standards, operating procedures, budget and resource priorities, and service level expectations to ensure consistent, scalable, and customer-centric issue resolution across global teams. This role makes final administrative and operational decisions within the function and ensures effective achievement of business objectives. The Director typically leads managers and professional teams, directs and controls activities across a broad functional area, and serves as a strategic advisor to senior leaders and executive stakeholders on customer resolution trends, operational risk, process effectiveness, and continuous improvement opportunities. Essential Duties / Responsibilities Strategic Leadership & Organizational Governance: Establish and execute the strategic vision, roadmap, operating model, governance framework, and functional objectives for Resolution Services in alignment with company priorities. Direct and control managers, professional teams, and cross-functional partners responsible for customer issue resolution and experience restoration. Develop organizational goals, key performance indicators, staffing plans, budget inputs, and success measures aligned to company objectives. Serve as an executive liaison across Customer Experience, Service, Product, Technology, Operations, and other various business functions across TriNet, influencing senior-level decisions on matters of significance to the organization. Identify root causes of recurring issues and escalations, uncover policies, procedures, or operational practices that are not customer-centric, and drive cross-functional changes that improve resolution effectiveness, customer outcomes, and the overall customer experience. Own and manage the ELT/SLT Outreach Program, ensuring timely executive engagement, effective follow-up, and coordinated resolution of customer issues requiring executive leadership visibility. Drive organizational change initiatives and transformation