Operational Excellence Program Manager

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Operational Excellence Program Manager based in United States.** As an Operational Excellence Program Manager, you will lead continuous improvement initiatives that enhance efficiency, quality, and customer satisfaction across client operations. You will identify opportunities to reduce waste, standardize processes, and strengthen operational performance. Working cross-functionally, you will align stakeholders around data-driven decisions and practical improvement strategies. You will combine operational data, frontline insights, and customer feedback to shape effective solutions. The role offers significant ownership across multiple projects, with opportunities to influence processes and elevate operational standards. You will also mentor colleagues and help build a culture centered on structured problem-solving, continuous improvement, and clear communication. ### Accountabilities - Lead Operational Excellence and process improvement projects across Client Operations, identifying opportunities to reduce waste, increase efficiency, improve quality, and strengthen business processes. - Build strong cross-functional relationships to drive collaboration, alignment, and effective execution across teams and stakeholders. - Use operational data, stakeholder input, and business strategy to evaluate opportunities and make balanced, data-driven decisions. - Identify and implement process improvement layers, standardization opportunities, and optimization strategies that improve operational performance. - Incorporate customer and frontline agent feedback into problem definition and solution design, ensuring improvements positively impact both operational efficiency and customer experience. - Lead multiple projects from initial problem identification through implementation and measurement, delivering measurable operational improvements. - Mentor colleagues on continuous improvement methodologies, tools, and structured problem-solving practices to promote higher operational standards. - Deliver presentations, training sessions, project updates, and recommendations to stakeholders and management at different levels. - Foster a continuous improvement culture built around structured problem-solving, data-driven decision-making, accountability, and clear communication. ### **Requirements** - 8+ years of experience in Operational Excellence, process improvement, business process management, or a similar discipline. - Lean Six Sigma Green Belt certification required; Black Belt certification preferred. - Strong data management and analytical skills, with proficiency in SQL, Looker, and Excel. - Ability to analyze operational data and translate findings into actionable business insights that influence decisions and improve performance. - Proven experience leading multiple end-to-end projects concurrently and delivering measurable operational improvements. - Strong understanding and practical application of continuous improvement methodologies, regularly using 3–5 improvement practices or tools to drive progress. - Excellent stakeholder management and communication skills, with the ability to translate complex concepts into clear, actionable strategies for diverse audiences. - Demonstrated ability to influence peers, motivate teams, and build productive relationships across functions. - Strong adaptability and prioritization skills, with the ability to adjust project focus and execution based on evolving business strategy. - A structured, collaborative, and results-oriented approach to problem-solving, with a strong focus on measurable outcomes. ### **Benefits** - Base salary range of **$83,500–$115,500 USD**, depending on experience, expertise, and location. - Equity provided to all employees. - Potential eligibility for annual bonuses or commissions depending on role and compensation structure. - Competitive benefits package, with offerings varying based on employment type and location. - Flexible work environment through a hybrid-hub model, supporting both office-based and fully remote arrangements depending on role requirements. - Resources and working environments designed to support employee productivity and success.