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Director Service Excellence Jobs in Illinois (NOW HIRING)

Wheels

Director of Client Services

Schaumburg, IL · On-site

The Sr. Director of Client Services is also responsible for the fulfillment of Wheel's customer ... Ability to lead through change with agility, maintaining service excellence while navigating ...

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See Illinois salary details

$33.9K

$89.2K

$169.6K

How much do director service excellence jobs pay per year?

As of May 28, 2026, the average yearly pay for director service excellence in Illinois is $89,221.00, according to ZipRecruiter salary data. Most workers in this role earn between $58,100.00 and $106,600.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Director of Service Excellence, and why are they important?

To thrive as a Director of Service Excellence, you need a strong background in customer service management, operations improvement, and data analysis, often supported by a bachelor’s or master’s degree in business or a related field. Familiarity with customer satisfaction measurement tools, CRM systems, and service quality frameworks like Six Sigma or Lean is typical. Excellent leadership, communication, and problem-solving skills help drive a culture of continuous improvement and motivate cross-functional teams. These skills are crucial for ensuring exceptional service delivery, customer loyalty, and the achievement of organizational service goals.

How does a Director of Service Excellence typically collaborate with other departments to drive organizational improvement?

A Director of Service Excellence works closely with various departments, such as operations, human resources, and quality assurance, to identify service gaps and implement best practices. This role often leads cross-functional teams, facilitates training sessions, and analyzes service-related data to recommend improvements. Collaboration is essential, as the Director must align service excellence initiatives with organizational goals and ensure cohesive efforts across all levels. Regular communication, joint problem-solving, and fostering a culture of continuous improvement are key aspects of the job.

What does a Director of Service Excellence do?

A Director of Service Excellence is responsible for overseeing and enhancing the quality of customer service within an organization. They develop strategies, implement best practices, and monitor performance to ensure that service standards are met or exceeded. This role often involves training staff, analyzing customer feedback, and working across departments to create a culture focused on exceptional service. Their main goal is to improve customer satisfaction, loyalty, and the overall reputation of the company.

What is the difference between Director Service Excellence vs Customer Service Manager?

AspectDirector Service ExcellenceCustomer Service Manager
ResponsibilitiesOversees company-wide service quality initiatives, develops strategies to improve customer experience, and leads multiple teams.Manages customer service teams, handles escalations, and ensures daily service standards are met.
Required CredentialsBachelor’s degree, experience in service quality, leadership skills, often certifications in customer experience or quality management.Bachelor’s degree, experience in customer service, leadership skills, sometimes certifications in customer service management.
Work EnvironmentCorporate offices, strategic planning, cross-department collaboration.Call centers, retail locations, or customer support centers.

The main difference is that the Director Service Excellence focuses on strategic, company-wide initiatives to enhance customer experience, while the Customer Service Manager handles daily operations and team management. Both roles require leadership and customer service expertise but differ in scope and level of responsibility.

What are popular job titles related to Director Service Excellence jobs in Illinois? For Director Service Excellence jobs in Illinois, the most frequently searched job titles are:
What job categories do people searching Director Service Excellence jobs in Illinois look for? The top searched job categories for Director Service Excellence jobs in Illinois are:
What cities in Illinois are hiring for Director Service Excellence jobs? Cities in Illinois with the most Director Service Excellence job openings:
Director Service Excellence jobs near you
Executive Director, Service Delivery

Executive Director, Service Delivery

Chicago Public Schools

Chicago, IL • On-site

$115K - $153K/yr

Full-time

Posted 28 days ago

Job description

Chicago Public Schools (CPS) is a district on the rise, serving over 325,000 students in 500+ schools and employing over 45,000 people, most of them teachers. CPS has set ambitious goals to ensure that every student, in every school and every neighborhood, has access to a world-class learning experience that prepares each for success in college, career, and civic life. Aligned with our transformed philosophy, we are steadfastly focused on ensuring that the District provides resources equitably to support every student, every school, and every community. Six core values guide the work we do every day for our students - student-centered, whole child, equity, academic excellence, community partnership, and continuous learning. Each role in the district supports our vision that every student deserves a rigorous, joyful, and equitable learning experience.
The Office for Students with Disabilities (OSD) works to support networks, schools, and families with all issues related to special education including instruction, interventions, and legal and compliance support. OSD provides the tools and resources to ensure that all diverse learners receive a high-quality public education that prepares students for success. Diverse Learners in our district refers to students with Individualized Education Programs (IEPs) and 504 Plans. OSD supports networks, schools, and families with all issues related to special education, including instruction, interventions, and legal and compliance support.
Job Summary:
Reporting to the Chief of the Office for Students with Disabilities, the Executive Director of OSD Service Delivery assists in the targeted planning and implementation of the department's strategic plan to increase high-quality standards in instruction and improve outcomes in schools for students with disabilities. The Executive Director of OSD Service Delivery serves as a member of the Office for Students with Disabilities leadership team and ensures consistent implementation of practices and guides the District's vision for special education. This is a full-time, exempt position that will be paid for time worked on a salary basis.
The Executive Director of OSD Service Delivery will be held accountable for the following responsibilities:
  • Leads the strategy, continuous improvement, and operations of the Service Delivery department
  • Leads and supports the Service delivery team, functions, and operations, including but not limited to the areas of Vision Impairment, Deaf & Hard of Hearing, Home Hospital, Assistive Technology, Translation Service, and School Assignment to ensure the respective areas are following District policies and practices, and special education law, policies, and best practices
    • Ensures compliance with all local, state, and/or federal guidelines and policies as they relate to screening and assessing eligibility for specialized services and/or assignment to specialized placements, per the students' Individualized Education Program (IEP)
    • Ensures the respective areas they support are following special education law and policies as well as best practices
  • Monitors and helps report adherence to all compulsory rules and regulations
  • Supervises, develops, and manages the performance of a high-functioning, collaborative team of professionals including managers responsible for articulating clear, research-based approaches in Service Delivery; Coordinates, plans, implements, and evaluates training and professional growth experiences for assigned staff
  • Assists OSD Senior Leadership team in their comprehensive assessment of needed areas regarding the development of compliant and data-driven IEPs on behalf of students with disabilities
  • Investigates and submits written responses to ISBE regarding State Performance Plan indicator findings and supports corrective action plans that might be ordered by ISBE pursuant to these monitoring processes
  • Designs, develops, and manages processes and procedures in collaboration with content leads within OSD and with other District offices
    • Collects and analyzes process and outcome data to continually gauge effectiveness and improve performance
  • Collects and communicates key performance indicators with The Chief, Deputies,
  • colleagues, school officials, board members, and the public as appropriate
  • Builds the capacity of district staff to effectively address issues related to services for students with disabilities including the resolution of parent concerns
    • Measures and evaluates school implementation and provides data and feedback to district administration and OSD senior leadership on an ongoing basis
  • Other duties as assigned

In order to be successful and achieve the above responsibilities, the Executive Director of OSD Service Delivery must possess the following qualifications:
Education Required:
  • Master's degree in a relevant educational field from an accredited college or university, required
  • A valid Professional Education License (PEL) issued by the Illinois State Board of Education (ISBE), required
  • Principal endorsement/valid State of Illinois General Administrative Certificate, strongly preferred

Experience Required:
  • Minimum eight (8) years of experience in district leadership, case management or similar roles supporting diverse learners
  • Minimum five (5) years of supervisory experience
  • Principal experience strongly preferred

Knowledge, Skills, and Abilities:
  • Strong leadership, team building and communication skills (speaking, writing, and listening) that create a team culture of high expectations and accountability for achieving results that are timely, accurate, and complete
  • Fosters trust and collaboration by seeking input and buy-in from stakeholders; builds and maintains strong relationships internally and externally
  • Strong leadership development and coaching ability to provide continual training for the team
  • Can establish clear, well-defined structures for monitoring progress toward desired outcomes
  • Ability to effectively lead a team of technically-skilled employees in an educational setting
  • Ability to manage professionals, review work effectiveness, and develop colleagues' skills as needed
  • Collaboration skills to work effectively with a wide range of district personnel, families, and the general public
  • Demonstrated ability to design and implement short and long term objectives
  • Ability to effectively lead, organize, and direct the work of others
  • Strong decision-making ability and resource management skills
  • Strong analytical and problem-solving skills
  • Excellent skills in data collection and analysis, interpretation, report writing, and presentations
  • Knowledge of research and evaluation methodologies
  • Knowledge of data systems including enterprise data warehouses and student information systems
  • Ability to handle multiple concurrent activities, work under pressure, and prioritize work effectively to meet deadlines
  • Proven ability to make recommendations on various topics, detailed, controversial, simple or complex
  • Ability to be flexible and adapt as needed between in-person, virtual, and hybrid environments
  • Capable of managing large, high-priority projects and programs within a large, complex organization
  • Ability to quickly learn and effectively apply district policies and procedures

Conditions of Employment
As a condition of employment with the Chicago Public Schools (CPS), employees are required to:
  • Establish/Maintain Chicago Residency - Employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and maintain residency throughout their employment with the district. The Chicago residency requirement does not apply to temporary/part-time positions; however, all CPS employees must be residents of Illinois.

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