Business Optimization Director

Position Summary

Director, Business Optimization to join our team!

The Director, Business Optimization serves as an enterprise leader responsible for designing, embedding, and scaling continuous improvement capabilities across the organization. This role blends hands-on execution with people leadership to drive measurable improvements in operational efficiency, service quality, member and associate experience, and financial performance. The Director partners closely with senior leaders and line-of-business teams to identify operational disruptors, prioritize high-impact opportunities, and translate strategy into execution.

As a thought leader in process excellence, this role champions improvement methodologies, establishes a sustainable opportunity pipeline, and delivers cross-functional change that produces tangible, P&L-backed results.

As part of our team, you’ll enjoy a total rewards package designed to support your well-being, growth, and work-life balance. Our package includes:

• A competitive salary; the starting base salary range is: $105,147-$184,061*
• Annual Bonus + Annual Merit Increase Eligibility
• Hybrid schedule (3 days on-site weekly)
• 3+ weeks of paid time off accrued during your first year
• 401(K) plan with company match up to 7%
• Professional development opportunities and tuition reimbursement
• Paid time off to volunteer & company-sponsored volunteer events throughout the year
• Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Life Insurance and Short Term/Long Term Disability

* The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location.

• Act as a strategic partner to business leaders to identify, prioritize, and execute high-impact optimization initiatives aligned to enterprise goals and strategy.
• Design and evolve the organizational approach to process improvement, operational excellence, and transformation.
• Establish strong cross-functional partnerships to align priorities, resources, and outcomes.

• Lead and directly execute initiatives focused on productivity improvement, expense reduction, revenue optimization, and service quality.
• Quantify, track, and validate financial and operational benefits, ensuring linkage to P&L results.
• Define and monitor key performance indicators (KPIs), including ROI, productivity gains, member satisfaction, and associate engagement.

• Build, lead, and develop a high-performing Business Optimization team.
• Provide coaching, mentorship, and development for team members executing process initiatives and pursuing formal certifications.
• Establish scalable structures, governance, and intake processes to sustain a robust opportunity pipeline.

• Ensure disciplined change management practices are embedded within all initiatives to drive adoption and sustainability.
• Communicate progress, outcomes, and lessons learned across all levels of the organization.
• Serve as an enterprise advocate and educator for continuous improvement and business optimization practices.

• Bachelor’s degree in Business, Operations, Finance, or a related field required.
• 10+ years of progressive experience leading enterprise or cross-functional process improvement initiatives.
• Proven experience managing and developing a process improvement or operational excellence team.
• Experience in high-volume, transactional environments preferred (e.g., retail, automotive, call centers, shared services).
• Strong background in strategic planning, budgeting, and financial analysis.
• Six Sigma Black Belt or comparable process improvement certification strongly preferred.

• Deep expertise in Lean, Six Sigma, Kaizen, process management, and root cause analysis.
• Demonstrated ability to lead complex, cross-functional initiatives from concept through sustained results.
• Strong quantitative and analytical skills, including value stream mapping, process capability analysis, and…