Operational Excellence Senior Program Lead

About the role

For our client, we are seeking a Operational Excellence Senior Program Lead to join the team of a leader in the Finance & Insurance space. This role will lead high-impact operational programs that improve customer support efficiency, consistency, and scale across global teams. You will partner closely with cross-functional stakeholders to design better workflows, strengthen governance, and turn operational insight into measurable process improvements. The position is ideal for a strategic program leader who thrives in data-driven environments and can drive change from discovery through rollout.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Own and optimize customer experience operations program strategy from discovery through global rollout
• Design and streamline end-to-end customer experience workflows to improve efficiency
• Collaborate with multiple functions to enhance queue design and automation
• Establish and maintain governance standards and frameworks for customer experience operations
• Drive change management through effective communications and feedback loops
• Analyze operational metrics to identify opportunities and measure impact

Qualifications

• 7+ years of experience in customer support operations, process excellence, or program management
• Proven experience designing workflows and SOPs across teams and geographies
• Ability to lead programs with 4+ cross-functional stakeholder teams
• Strong data-driven mindset with hands-on analytics experience
• Experience producing decision documents and workflow specifications
• Experience using generative AI with human oversight for optimization

Benefits

• Medical, dental, and vision coverage
• 401(k) retirement plan with company contributions
• Equity and bonus eligibility based on performance
• Flexible working environment
• Continuous learning and professional growth opportunities

Pay

$130,900 – $154,000 annually