Continuous Improvement Manager

Responsibilities

• 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.

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.

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.
• 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.
• 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, workflow friction, and performance indicators to help prioritize and support improvement initiatives.
• Partner with internal teams to implement enhancements.
• Leverage internal and external partners to adopt best practices, tools, and approaches.
• Help bring structure, alignment, and operational discipline to evolving processes without creating unnecessary complexity.

Qualifications

• Bachelor’s degree preferred; equivalent experience in operations, training support, quality assurance, process coordination, or related operational leadership experience considered.
• 3–5+ years of experience in operations, quality assurance, training support, process coordination, or a related operational role.
• Demonstrated ability to manage documentation, organize information, and maintain operational clarity.
• Experience working in a structured, process-driven environment with multiple stakeholders.
• Experience with continuous improvement, operational excellence, Lean, Six Sigma, or similar process-improvement approaches is valued, though the role is centered on practical operational support and execution rather than formal enterprise methodology ownership.
• Experience supporting training programs and certifications preferred (formal instructional design not required).
• Experience working with cross-functional teams and translating business updates into execution.

Skills & Abilities

• Exceptional organizational skills with strong attention to detail and structure.
• Clear communicator who can translate complex information into simple, actionable guidance.
• Strong collaboration skills with the ability to bring people together and build alignment.
• Ability to influence without direct authority and drive adherence to standards.
• Process-oriented mindset with a passion for documentation, clarity, consistency, and operational discipline.
• Analytical thinking with the ability to identify patterns, gaps, and improvement opportunities.
• Proactive, disciplined, and dependable in maintaining systems and standards.
• Ability to apply continuous improvement thinking in a practical, operations-focused environment centered on clarity, consistency, documentation, training support, and execution rather than formal enterprise improvement methodologies or theory-driven process programs.