Operational Excellence Manager

Role Responsibilities

• Identifying and prioritizing process improvement projects across operational functions including customer onboarding, vendor support, vendor enrollment, and customer implementations.
• Conducting discovery sessions and current-state analysis to diagnose root causes of inefficiencies and quality gaps.
• Developing recommendations and leading projects from initiation through full implementation, ensuring measurable outcomes against established baseline metrics.
• Creating and maintaining a business-specific quality management framework, including standards, controls, and metrics.
• Defining and executing user acceptance testing (UAT) for large, complex cross-functional projects in partnership with IT.
• Investigating and addressing customer complaints related to quality and customer experience.
• Developing and delivering training and communication materials to support process adoption across impacted teams.
• Monitoring and reporting on KPIs post-implementation to validate the success of completed projects.
• Working cross-functionally with Operations, Product Management, Finance, and Technical Support to deliver holistic, sustainable solutions.

Qualifications & Skills

• Bachelor’s degree required.
• 5–7 years of experience in process improvement, operational excellence, or quality management.
• Leverage Lean Six Sigma Black Belt certification.
• PMP certification preferred with a demonstrated track record of successful project delivery.
• Proven ability to lead complex, cross-functional, and transformative projects from discovery through implementation.
• Data-driven mindset with experience establishing baseline metrics, setting improvement targets, and measuring outcomes.
• Strong analytical and problem-solving skills; skilled in root cause analysis, data analysis, and drawing actionable conclusions.
• Excellent communication skills with the ability to present complex topics to leadership at all levels.
• Proven ability to influence without authority across teams, functions, and organizational levels.
• Experience with workflow automation tooling highly desired.
• Proficiency with Salesforce highly desired.
• Background in finance, payments, or fintech a plus.
• Proficiency with Microsoft Office suite required.