Operations Excellence Manager

Company Description We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites.

Company Description We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites.

• Serve as a trusted advisor to the Project Director, providing expert guidance on operational strategy and execution.
• Champion initiatives that enhance operational efficiency, reduce costs, and improve service quality across the center.

• Lead the design and implementation of scalable, customer-centric processes.
• Identify and execute continuous improvement initiatives across Operations.
• Embed Lean Six Sigma methodologies to drive sustainable improvements.

• Lead the development and maintenance of performance dashboards and KPIs to monitor operational health.
• Use data analytics and business intelligence tools (e.g., Power BI) to identify trends, diagnose issues, and support decision-making.
• Translate insights into actionable strategies that improve service delivery and customer experience.

• Ensure adherence to regulatory requirements, internal policies, and quality standards.
• Oversee the implementation and maintenance of Quality Management Systems.
• Oversee quality audits and reviews to ensure operational integrity and compliance.

• Produce high-quality reports and presentations for senior stakeholders, highlighting performance, risks, and opportunities.

• Lead cross-functional project teams to deliver strategic initiatives and process enhancements.
• Build strong relationships with operational leaders to align improvement efforts with business goals.

• Drive change management efforts to support organizational transformation and the adoption of new processes.
• Foster a high-performance culture that promotes innovation, ownership, and continuous improvement.

• Coach and mentor teams on operational excellence principles and tools, building internal capability in process improvement and quality management.
• Oversee the design, preparation and delivery of high-quality and effective training programs across operational teams.

• Related bachelor’s degree from an accredited college or university or equivalent experience.
• Lean Six Sigma (Green Belt or Black Belt).
  
  - Strongly Preferred
• Proven experience in leading operational improvement initiatives in a contact center or service environment.
• Proven experience of Quality Management Systems knowledge or certification for compliance and quality oversight.
• Proven experience in using data and performance metrics to proactively identify issues and support decision‑making, including proficiency with one or more business intelligence platforms (e.g. Power BI).
• Must have proven skills in managing, coaching, mentoring and developing others.
• Must have proven skills in teamwork, quality improvement and organizational change management.
• Must have proven time management skills to perform in a fast‑paced, high‑pressure, high‑volume environment.
• Must be a flexible team player who is a motivated, confident self‑starter.
• Proficiency in utilizing a wide range of software applications, such as Microsoft Office Suite (Word, Excel, PowerPoint), data management systems, customer relationship management tools, and other relevant software.
• Demonstrated ability to work independently and as part of a team.
• High level of integrity and commitment to customer satisfaction.
• This is considered a driving position and as such your driver's license must be in good standing and…