Director of Operational Excellence

About WarrCloud Join WarrCloud, a pioneering technology powerhouse leading the charge in automotive warranty processing. We're not just a company; we are the future, using cutting-edge proprietary software, including first-of-its-kind AI/ML technology, to redefine efficiency and deliver unparalleled warranty claim results for automotive dealerships and OEMs. Why You'll Thrive at WarrCloud Be part of a team that is first to market and shaping the future of warranty claims processingEnjoy the freedom of a 100% Remote opportunityReceive a competitive salary and performance-based bonus opportunitiesWe invest in you: Free employee health insurance and a 401K with employer matchWork hands-on with cutting-edge AI/ML technologyExperience an awesome company culture that is flexible, humble, and kind, where your input is valued and teams are highly supportive What You Will Be Doing The Director of Operational Excellence serves as the bridge between Production, Product, Technology, Quality, Data, and Leadership, translating operational opportunities into measurable improvements. Unlike Production, which owns day‑to‑day execution, Operational Excellence owns the design, optimization, standardization, and evolution of the operating model. While the role coordinates broadly across the business, the Director sits within Operations and is accountable for leading this work end‑to‑end for the Operations team, ensuring they can process more claims faster, more accurately, consistently, and efficiently without requiring proportional increases in labor. Key Responsibilities Operational Excellence StrategyDevelop and maintain the organization's operational excellence strategyEstablish a structured framework for continuous improvement across the claims-processing operationIdentify opportunities to improve productivity, quality, cost, speed, and scalabilityBuild a prioritized portfolio of operational improvement initiativesEstablish measurable business cases and expected ROI for major initiativesReport transformation progress and realized benefits to executive leadership Process Design & StandardizationMap and analyze end-to-end warranty claims processesIdentify process variation, bottlenecks, rework, unnecessary touches, and manual activitiesDevelop standardized processes across customers, OEMs, and teams where appropriateEstablish process ownership, documentation, controls, and performance standardsDesign future-state workflows that support scaleEnsure process standards are designed around both customer requirements and operational efficiencyMaintain the organization's process architecture and operating modelPartner with Production to identify opportunities, diagnose root causes, design improvements, test new processes, establish standards, support implementation, and measure resultsTransition sustainable improvements into Production ownership for ongoing execution and adherence Continuous ImprovementLead Lean, Six Sigma, Kaizen, and other structured improvement methodologies as appropriateIdentify root causes of recurring operational problemsLead cross-functional improvement projectsQuantify the operational and financial impact of process improvementsEstablish control plans to ensure improvements are sustainedDevelop a culture where operational problems are systematically identified and solved rather than repeatedly managed Automation & Technology OptimizationIdentify processes that are strong candidates for automationPartner with Product and Technology to define operational requirements and future-state workflowsEvaluate opportunities for RPA, AI, machine learning, APIs, workflow automation, and other technologiesBuild business cases for automation investmentsPrioritize automation based on volume, labor impact, error reduction, customer value, and scalabilityMeasure realized benefits after implementationIdentify opportunities to reduce manual touches and human intervention throughout the claims lifecycleTranslate operational pain points into clearly defined product opportunities and future-state workflowsParticipate in product roadmap planning, prioritizing product opportunities based on operational valueValidate new workflows and technology before broad deployment, identifying gaps between product capabilities and optimal operational processesAdvocate for product decisions that improve scalability and reduce operational complexity Operational Analytics & Performance IntelligenceDevelop analytical frameworks that identify productivity and process opportunitiesAnalyze production data to identify root causes rather than simply reporting outcomesEstablish benchmarks across customers, OEMs, processes, and teamsIdentify performance variation and determine whether the cause is people, process, technology, training, or workflow designPartner with Data and Product teams to develop meaningful operational dashboardsUse process mining and work-intelligence technologies where appropriate to understand how work is actually performed Operating Model & ScalabilityDesign operating models capable of supporting rapid growthEvaluate the appropriate balance of people, technology, automation, and external resourcesIdentify opportunities for centralized, specialized, or standardized workflowsDevelop scalable approaches to onboarding new customers and OEMsEvaluate organizational and process dependencies that create bottlenecksDesign processes that allow the organization to grow volume without proportionally increasing headcount Change Management & TransformationLead cross-functional transformation initiatives from concept through implementationDevelop change-management plans for significant process or technology changesPartner with Production to pilot and validate improvementsEnsure operational leaders understand the reason for changes and the expected outcomesEstablish adoption metrics and post-implementation reviewsEnsure improvements become part of standard operations rather than temporary projects Requirements What You Bring 7-10+ years of experience in Operational Excellence, Process Improvement, Business Transformation, Operations Strategy, Consulting, or related fieldsDemonstrated experience leading large-scale process improvement initiativesStrong understanding of Lean, Six Sigma, process mapping, root-cause analysis, and continuous improvementExperience working with technology and product organizationsStrong analytical and financial business-case skillsDemonstrated ability to influence cross-functional teams without direct authorityExperience translating data into operational recommendationsStrong project and change-management capabilities Preferred Automotive Experience Automotive warranty claimsDealership fixed operationsAutomotive BPOOEM warranty processesDMS workflowsWarranty administrationMulti-OEM environmentsAutomotive SaaS or technology-enabled services Additional Information Applicants who advance in the selection process will be asked to complete the Culture Index survey as part of our evaluation. Completion of this step is required for further consideration. Benefits 100% Covered MedicalUnlimited/Flexible PTO PolicyStock Options401k with Employer Contribution Remote Work Flexibility10 Paid Holidays Per Year