Manager of Operational Excellence

Summary

The Operational Excellence (OpEx) Manager is responsible for driving transformative initiatives that enhance operational efficiency and elevate the Customer Experience (CX). This role will focus on optimizing standard operating procedures, streamlining processes, and fostering seamless cross-functional collaboration to ensure a consistently exceptional customer journey. By championing a white-glove, high-touch service approach, the OpEx Manager will implement strategies that align with organizational goals and customer satisfaction benchmarks. The ideal candidate has a strategic mindset, a commitment to continuous improvement, and a passion for delivering outstanding service.

Job Description

Key Responsibilities

Operational Excellence:

• 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.

White-Glove Strategy Implementation:

• 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.

Cross-Functional Collaboration:

• 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.

Team Leadership:

• 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.

Customer Feedback & Reporting:

• 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.

Benefits: