Manager of Operational Excellence

Key Responsibilities

• Collaborate with the OpEx team and other key departments to align on service excellence standards.
• Mentor CX department leaders in Continuous Improvement and Lean methodologies, fostering a culture of ongoing process improvement.
• Establish and monitor performance metrics to ensure high operational efficiency and quality standards.
• Identify and address opportunities for improvement within customer service processes, using data analysis to streamline operations and enhance the customer experience.
• Design and implement strategies to deliver exceptional, personalized service across all customer interactions.
• Develop and track key performance indicators (KPIs) to assess the effectiveness of our white-glove approach, working with CX leaders to make adjustments that drive higher customer satisfaction.
• Partner with other departments to align on customer service goals, initiatives, and quality standards.
• Identify and address inter-department friction costs and failure points that lead to service failures.
• Work closely with the Customer Experience Director and CX Managers to drive improvements and share best practices across teams.
• Lead, mentor, and develop a high-performing team focused on delivering outstanding customer service.
• Conduct regular training sessions to upskill team members in customer service best practices and operational excellence.
• Gather and analyze customer feedback to identify trends and areas for improvement.
• Prepare and present reports to senior management on customer satisfaction metrics, operational performance, and process improvements.

Qualifications

• Bachelor’s degree in Business Administration, Customer Service Management, or a related field.
• Additional certifications or advanced degrees in relevant disciplines may also be advantageous.
• Operations Excellence, Six Sigma, Lean background with experience in completing projects using continuous improvement methodology.
• 5+ years of experience in customer service management.
• Demonstrated success in implementing customer service strategies and enhancing service quality.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and interpersonal abilities, with a collaborative, cross-departmental approach.

Pay

Salary Range: $120,000 - $145,000

Benefits

• Competitive wages
• Comprehensive benefit package
• Medical, Dental, Vision
• 401K
• Life Insurance
• Paid Vacation and Sick Time
• Career plan
• Recognition programs
• Professional development learning
• An exceptional work environment