Continuous Improvement Manager

Overview

Flagger Force is seeking a Continuous Improvement Manager to strengthen execution, consistency, quality, and operational performance within the Operations Services Center (OSC). This role serves as a central point of coordination for operational standards, documentation, training enablement, process clarity, and cross-functional alignment in support of order processing operations.

The Continuous Improvement Manager is responsible for maintaining operational clarity, consistency, and execution quality within the OSC by managing documentation, enabling training, validating understanding, monitoring quality, and supporting scalable operational processes.

While the role supports operational improvement initiatives, it is primarily focused on operational enablement, documentation discipline, training consistency, communication flow, and process clarity within the OSC environment.

This role does not own the design of formal training frameworks or adult learning strategy but works closely with internal and external partners including training, strategy, and technology teams to implement and maintain best practices. The focus is on operationalizing information: turning updates into usable SOPs, ensuring they are understood, and validating that they are executed consistently and correctly.

This role applies continuous improvement concepts in a practical operations environment focused on documentation, training enablement, quality consistency, communication flow, and execution support rather than formal enterprise continuous improvement program ownership or methodology leadership.

Although this role has no direct reports, it is accountable for the integrity of processes and quality standards across the OSC. Success depends on influence, structure, organization, and the ability to drive alignment without formal authority, but with strong support from leadership.

Everything this role produces becomes part of the operational “source of truth.” Success depends on disciplined documentation, proactive organization, and the ability to maintain a clear, trusted system that supports both performance and continuous improvement.

Quality Assurance & Performance Monitoring

• Conduct audits of order processing activities and decision-making to ensure accuracy and consistency
• Identify trends in errors, rework, and escalations; perform root cause analysis
• Lead regular quality calibration sessions to align expectations and reduce subjectivity
• Maintain ownership of quality issues through resolution and follow-up
• Provide real-time coaching and feedback to Specialists and Team Leads
• Support tracking and reporting of operational quality, training effectiveness, and workflow performance metrics
• The focus of this role is practical operational consistency, clarity, and execution within a fast-moving support environment rather than formal enterprise continuous improvement frameworks

Training Enablement, Documentation & Certification

• Develop, organize, and maintain SOPs, job aids, and operational documentation
• Translate business updates into clear, structured instructions and scenario-based guidance
• Support employee onboarding and ongoing training delivery in partnership with Human Resources, Strategy, and Training teams
• Maintain a single, well-organized source of truth (Atlassian: Confluence)
• Administer knowledge checks and certifications to validate understanding
• Track completion, performance, and knowledge gaps to inform follow-up actions

Note: This role partners with adult education and training experts to leverage best practices, but is not responsible for fully designing the underlying training methodology

Cross-Functional Conduit & Alignment

• Serve as the central intake point for updates from Technology, Finance, Risk/Safety, Business Development, and Field Operations
• Translate and operationalize updates into consistent, actionable guidance for the OSC
• Act as a structured feedback channel from the OSC to the broader organization, capturing insights, identifying gaps, and elevating opportunities for improvement
• Ensure feedback is organized, actionable, and aligned to quality and training standards rather than fragmented or anecdotal
• Represent OSC needs and advocate for clarity, system improvements, and better workflows

Controls & Operational Discipline

• Implement audits, spot checks, and validation steps for high-risk activities
• Integrate knowledge checks and certifications as part of operational controls
• Conduct ongoing quality calibrations across leaders and teams
• Ensure documentation is current, accessible, and consistently used
• Maintain a high standard of organization and version control across all materials

Continuous Improvement

• Analyze trends and operational data to identify improvement opportunities
• Identify opportunities to improve operational workflows, communication clarity, documentation structure, and execution consistency across the OSC
• Surface gaps in systems, documentation, workflows, or process clarity
• Monitor operational trends,…