Director of Service Excellence

Who we are

The real world is the next frontier, and at Metropolis, we are creating the artificial intelligence to make it responsive. We are pioneering the Recognition Economy — a future where mundane repetition disappears and being known unlocks access, comfort and belonging everywhere you go. From transforming parking into a seamless drive-in, drive-out experience for millions of Members to expanding our intelligence layer across retail and hospitality, we are building a world that feels instinctive and magical. The future isn’t coming; it’s here, and we need builders, innovators and problem solvers to help us create it.

Who you are

Metropolis is seeking a Director of Service Excellence to serve as a high-impact, field-oriented leader dedicated to elevating hospitality execution across our Southeast operations. In this role, you will bridge the gap between corporate strategy and field performance by driving consistent, accountable, and measurable improvements in the guest experience through coaching and leadership development. You will act as a strategic partner to market leaders, providing the expertise needed to stabilize underperforming accounts and ensure Metropolis standards from day one for new location start-ups and transitions

What you'll do

• Define, evolve, and drive service standards across all valet and hospitality operations

• Conduct site evaluations and quality assurance audits to identify performance gaps

• Collaborate with local leaders and clients to execute targeted action plans for success

• Ensure corporate-driven programs are fully executed and maintained at the site level

• Deliver needs-based training for frontline associates through classroom and hands-on coaching

• Partner with Corporate Learning & Development to design bespoke training programs

• Manage the full training lifecycle, including delivery, measurement, and rigorous follow-up

• Organize training logistics, including venues, transport, and accommodations

• Lead turnaround efforts for underperforming operations and support new location start-ups

• Act as the hospitality subject matter expert for high-visibility operational events and premier accounts

What we're looking for

• 5+ years of experience in hospitality, training facilitation, customer service, or human resources

• Demonstrate a proven track record of facilitating training and driving engagement in multi-unit environments

• Pivot between high-level strategic consulting and hands-on frontline training

• Communicate exceptionally to influence senior stakeholders and engage staff

• Manage complex shared travel and site-visit calendars with strong organization

• Exhibit a partnership mindset while excelling in teamwork across operations and people teams

• Maintain a deep commitment to internal stakeholder success and external guest excellence

• Utilize Google Workspace and Microsoft Office Suite for reporting and presentation needs

• Willingness to travel 40% – 60% within the Southeast Region

While not required, these are a plus

• Bachelor’s degree

4 Days in Office: Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week, fostering organic interactions that spark creativity and connection

When you join Metropolis, you’ll join a team of world-class product leaders and engineers, building an ecosystem of technologies at the intersection of parking, mobility, and real estate. Our goal is to build an inclusive culture where everyone has a voice and the best idea wins. You will play a key role in building and maintaining this culture as our organization grows. The actual base salary offered is determined by a number of variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held, and the location of residence and/or place of employment. Base salary is one component of Metropolis’s total compensation package, which may also include access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, a lucrative stock option plan, bonus plans and more. #LI-DL1 #LI-Remote

Metropolis may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities listed in the job posting.

As part of this process, Metropolis retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records.

Metropolis Technologies is an equal opportunity employer. We make all hiring decisions based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, disability, veteran status, or any other protected characteristic under federal, state, or local law.