How you move is why were here.
Now more than ever.

Get back to what you need and love to do.
The possibilities are endless...

Now more than ever our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximizethe abundant opportunities for growth and success.

If this describes you then lets talk!

HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field you will find HSS an innovative supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission you too can be part of our transformation across the enterprise.

Emp Status

Work Shift

Compensation Range

What you will be doing

JOB DESCRIPTION

The Director of Service Excellence serves as a strategic operational and execution partner responsible for driving service delivery excellence operational rigor cross-functional coordination and executive-level follow-through across the IT organization. This position functions as both a senior advisor and an operational leader ensuring that executive priorities are translated into clear actions measurable outcomes and sustained performance improvements. The role coordinates leadership meetings operating reviews strategic planning sessions and enterprise deliverables. This individual prepares executive communications presentations and briefing materials; tracks progress across enterprise initiatives proactively identifies risks and dependencies and escalates issues as needed to ensure timely decision-making and execution. This role leads a high-performing digital operations team.

Service Excellence Responsibilities

As the leader for Service Excellence this role is responsible for establishing and advancing a consistent high-performing service delivery model across IT and digital services. Working in close partnership with Service Desk EHR ERP infrastructure and other IT platform leaders this role drives continuous improvement in end-user experience service quality and operational accountability while reinforcing a culture of service excellence and transparency.

Operational & Program Management

The Director oversees program management for digital operations initiatives ensuring alignment between strategic objectives. This role monitors execution health across initiatives manages interdependencies and ensures risks are identified and mitigated. This role works cross functionally across the IT organization and with operational leaders to create operational playbooks project plans and communication plans. The position also supports operational readiness and continuity planning by strengthening governance reporting and escalation structures in support of 24/7 digital operations.

YEARS OF EXPERIENCE REQUIRED
8

YEARS OF EXPERIENCE PREFERRED
10

EDUCATION REQUIRED
Bachelors Degree in Information Technology Business Administration Health Informatics or relatedfield.

EDUCATION PREFERRED
Masters Degree in Business Administration(MBA) Public Health (MPH) or equivalent.

CERTIFICATIONS/LICENSURE REQUIRED
N/A

CERTIFICATIONS/LICENSURE PREFERRED
N/A

SKILLS REQUIRED

• Experience with Epicelectronic health record.

• Service Delivery Excellence: Deep knowledge of IT operations service management and performance metrics.

• Executive Communication: Deep knowledge of best practices for written and verbal communicationand with consensus building to achieve cross-functional goals.

• Operational Readiness: Skilled in building 24/7 support models and business continuity planning.

• Risk & Compliance:Expertisein cybersecurity regulatory frameworks and digital risk management.

• Cross-Functional Management: Ability to lead interdisciplinary teams and manage enterprise-wide change.

SKILLS PREFERRED

• Understanding ofpopulation health virtual care models and patient engagement platforms.

• Public or nonprofit healthcare system leadership background.

PHYSICAL REQUIREMENTS / ENVIRONMENT / HAZARDS: As applicableperHSS Physical Requirements and Hazards form.

LEADERSHIP COMPETENCIES: Strategic Alignment Innovation Service Excellence Quality & Continuous Improvement Critical Thinking Project Management Prioritizing Employee Engagement Team Leadership Communication & Collaboration Continuous Learning Positive Role Model

ORGANIZATIONAL ACCOUNTABILITIES: Appearance Service Excellence Treatment of Co-Workers Engagement Confidentiality and Privacy Safety Annual In-services Cyber Security

Non-Discrimination Policy
Hospital for Special Surgery is committed to providing high quality care and skilled compassionate reliable service to our community in a safe and healing environment. Consistent with this commitment Hospital for Special Surgery provides care admits and treats patients and provides all services without regard to age race color creed ethnicity religion national origin culture language physical or mental disability socioeconomic status veteran or military status marital status sex sexual orientation gender identity or expression or any other basis prohibited by federal state or local law or by accreditation standards.