Director of Operational Transformation

Job Description:

The Director of Operational Transformation will lead the discovery, design, development, piloting, and adoption of technology-enabled process improvements across PSS Cross Country internal operations and selected customer-facing workflows. The role will serve as a bridge between business operations and technology, translating real-world processes into requirements for the Project Health Intelligence platform and other digital solutions.

The position is expected to influence process design, operating practices, organizational interfaces, decision rights, metrics, and workflows when opportunities for improvement are identified. The role is not the accountable owner of the underlying business functions, organizational structures, staffing decisions, or operational results; those responsibilities remain with the appropriate functional leaders.

Key Responsibilities
1. Process Discovery, Design & Continuous Improvement Develop a detailed understanding of assigned business and operational processes through direct observation, interviews, workshops, data analysis, and engagement with frontline employees and leaders.

Document current-state processes, including workflows, handoffs, systems, data sources, constraints, exceptions, responsibilities, and decision points.

Identify bottlenecks, rework, delays, capacity constraints, information gaps, control weaknesses, and other sources of process inefficiency.

Develop future-state process recommendations where changes could improve visibility, consistency, decision-making, or overall process effectiveness.

Define the events, states, measures, relationships, and leading indicators required to monitor process effectiveness and forecast future outcomes.

Establish repeatable methods for evaluating, documenting, and improving additional internal or customer-facing processes over time.
2. Platform Requirements & Business-Technology Translation Translate operational processes into clear business, functional, data, workflow, analytical, and user-experience requirements for technical teams.

Develop and maintain process maps, business rules, use cases, user stories, data requirements, acceptance criteria, and exception scenarios.

Serve as a primary liaison between business stakeholders and software development, data, AI, analytics, architecture, and IT teams.

Translate operational concepts into requirements technical teams can implement and translate technical limitations or design alternatives into practical business terms.

Help define what the platform must know to determine current state, identify emerging process risk, forecast future outcomes, simulate alternatives, and support recommended actions.

Review designs and prototypes to ensure solutions accurately represent operational reality and business needs.
3. Platform Development, Piloting & Validation Participate throughout the Project Health Intelligence platform lifecycle, from discovery and requirements through design, development, testing, deployment, and continuous improvement.

Help define how processes are represented within the platform, including objects, events, states, relationships, measures, thresholds, business rules, and decision logic.

Identify appropriate internal and external processes for pilot implementation and define pilot scope, success measures, test cases, baseline conditions, and acceptance criteria.

Lead business-side testing and validation of platform outputs against actual operating conditions.

Identify defects, incorrect assumptions, process gaps, and usability issues and work with technical teams to refine the solution.

Compare expected outcomes with actual results and incorporate lessons learned into future platform and process improvements.
4. Adoption, Change Leadership…