Business Analysis Manager (Operational Excellence Manager)

About the role

The Operational Excellence Manager plays a hands-on and strategic role in proactively identifying, executing, and sustaining continuous improvement initiatives across Service and FCOE operations. This individual contributor partners with leadership to assess current-state workflows, identify inefficiencies, and define future-state solutions. The role drives measurable improvements through data-driven analysis, technology enablement, and modern methodologies including Lean, Six Sigma, and Agentic AI. The ideal candidate is curious and strategic, thrives in complex problem-solving, collaborates effectively across functions, and drives innovation to enhance efficiency, productivity, and the overall customer experience.

Responsibilities

Operational Excellence & Continuous Improvement

• Conduct detailed process assessments to identify inefficiencies, bottlenecks, risks, and improvement opportunities using Lean, Six Sigma, and other process improvement methodologies.
• Perform time-motion studies, workflow observations, and quantitative assessments to establish baseline performance and identify improvement levers.
• Create clear and accurate current-state and future-state process maps using Visio, Lucid, Miro, Smartsheet, or other visualization tools.
• Drive financial and operational performance by recommending and implementing improvements that lower operating expenses, increase throughput, reduce defects, and improve cost-to-serve metrics.
• Lead the development of business cases including cost-benefit analyses, effort estimates, options/alternatives, and risk assessments; translate findings into executive-ready recommendations.
• Lead cross-functional improvement initiatives, working closely with Operations, Technology, Product, PMO, BPC, and Reporting to ensure timely delivery and measurable outcomes, and manage projects directly as needed.
• Track and document initiative progress, risks, escalations, dependencies, and results to support ongoing portfolio visibility and reporting.
• Develop reusable standards, playbooks, and toolkits that enable consistent ways of working across teams and support scale.

Data, Technology & Insights

• Use data analytics, reporting tools, and root-cause analysis techniques to diagnose performance issues, quantify opportunities, and validate impact.
• Partner with technology teams to explore and validate opportunities to apply automation, AI, agentic AI, and other emerging tools to operational workflows.
• Define, collect, and monitor KPIs and operational metrics that evaluate initiative impact and guide ongoing improvements.
• Maintain documentation and partner with the reporting team to create dashboards and artifacts that support operational performance monitoring and decision-making.

Change Execution & Stakeholder Collaboration

• Collaborate across departments — Technology, Product, Service Operations, FCOE, and others — to gather requirements, validate process changes, and execute improvement plans.
• Lead change management activities including communications, training documentation, Standard Operating Procedures (SOP) updates, and adoption support.
• Act as a trusted advisor to senior stakeholders and leaders by providing clear, structured updates on progress, challenges, risks, and outcomes.

Qualifications

• Minimum Bachelor’s degree required; Bachelor’s or Master’s degree in Business Administration, Operations Management, Industrial Engineering, Analytics, or related field preferred.
• 5+ years of experience in operational improvement, service delivery, fulfillment, business analysis, or process optimization roles.
• Hands-on experience with process mapping, workflow analysis, value stream mapping, and root-cause analysis.
• Proficiency with process mapping and visualization tools (Visio, Lucid, Miro, Smartsheet, etc.).
• Experience with continuous improvement methodologies (Lean, Six Sigma, Kaizen); certification is a plus.
• Experience supporting digital transformation or automation initiatives; familiarity with AI-driven process improvements preferred.
• Strong analytical skills with the ability to translate data into insights and recommendations.
• Demonstrated ability to collaborate across functions and influence stakeholders through strong communication and relationship-building skills.
• Ability to manage multiple projects simultaneously with strong attention to detail.

Tools & Technologies

• Microsoft Office Suite (MS Teams, Word, Excel, PowerPoint, Outlook)
• Project Management Software (Smartsheet, JIRA)
• Process Workflow Mapping (Visio, Miro, Lucid)
• Reporting/Analytics (Power BI or equivalent)

Skills

• Technical Skills: Familiarity with enterprise systems, data analytic tools (e.g., Power BI).
• Analytical and Problem-Solving: Strong analytical and critical thinking skills with the ability to interpret data, identify root causes, and develop actionable solutions with proficiency in Excel, Power BI, analytics and workflow tools.
• Business and Financial Acumen: Solid understanding of business operations, strategic planning and financial modeling for business case development.
• Technology and Innovation Orientation: Familiarity with emerging technologies, including AI, automation tools, and experience working with technology partners to implement digital solutions.
• Strategic and Tactical: Ability to balance strategic thinking with hands-on execution, endless curiosity, and passion for improving processes.
• Communication: Excellent written and verbal communication skills; able to influence and lead cross-functional teams and senior leadership.
• Change Management: Proven ability to lead teams and stakeholders through change, conflict resolution, and dynamic environments.
• Process Optimization: Skilled in designing and improving workflows, leveraging Lean or Six Sigma methodologies.

Travel

Up to 10% domestic travel annually.

Pay

$98,500.00 - $172,700.00 USD base salary range. This role is eligible for Bonus. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location.

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave