Operations Excellence Manager

Company Description

We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites.

Job Description

Strategic Operational Leadership

• Serve as a trusted advisor to the Project Director, providing expert guidance on operational strategy and execution.
• Champion initiatives that enhance operational efficiency, reduce costs, and improve service quality across the center.
  
  

Service Design and Continuous Improvement

• Lead the design and implementation of scalable, customer-centric processes.
• Identify and execute continuous improvement initiatives across Operations.
• Embed Lean Six Sigma methodologies to drive sustainable improvements.
  
  

Performance and Insight

• Lead the development and maintenance of performance dashboards and KPIs to monitor operational health.
• Use data analytics and business intelligence tools (e.g., Power BI) to identify trends, diagnose issues, and support decision-making.
• Translate insights into actionable strategies that improve service delivery and customer experience.
  
  

Compliance and Quality Assurance

• Ensure adherence to regulatory requirements, internal policies, and quality standards.
• Oversee the implementation and maintenance of Quality Management Systems.
• Oversee quality audits and reviews to ensure operational integrity and compliance.
  
  

Governance and Reporting

• Produce high-quality reports and presentations for senior stakeholders, highlighting performance, risks, and opportunities.
  
  

Cross-Functional Collaboration

• Lead cross-functional project teams to deliver strategic initiatives and process enhancements.
• Build strong relationships with operational leaders to align improvement efforts with business goals.
  
  

Change Management and Culture Building

• Drive change management efforts to support organizational transformation and the adoption of new processes.
• Foster a high-performance culture that promotes innovation, ownership, and continuous improvement.
  
  

Training and Capability Development

• Coach and mentor teams on operational excellence principles and tools, building internal capability in process improvement and quality management.
• Oversee the design, preparation and delivery of high-quality and effective training programs across operational teams.
  
  

Qualifications

• Related bachelor’s degree from an accredited college or university or equivalent experience.
• Lean Six Sigma (Green Belt or Black Belt). - Strongly Preferred
• Proven experience in leading operational improvement initiatives in a contact center or service environment.
• Proven experience of Quality Management Systems knowledge or certification for compliance and quality oversight.
• Proven experience in using data and performance metrics to proactively identify issues and support decision-making, including proficiency with one or more business intelligence platforms (e.g. Power BI).
• Must have proven skills in managing, coaching, mentoring and developing others.
• Must have proven skills in teamwork, quality improvement and organizational change management.
• Must have proven time management skills to perform in a fast-paced, high-pressure, high-volume environment.
• Must be a flexible team player who is a motivated, confident self-starter.
• Proficiency in utilizing a wide range of software applications, such as Microsoft Office Suite (Word, Excel, PowerPoint), data management systems, customer relationship management tools, and other relevant software.
• Demonstrated ability to work independently and as part of a team.
• High level of integrity and commitment to customer satisfaction.
• This is considered a driving position and as such your driver's license must be in good standing and you must have proof of valid automobile insurance.
  
  

Additional Information

All your information will be kept confidential according to EEO guidelines.

Equus Workforce Solutions is a leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry’s best practices to work by focusing on the development, design, and delivery of demand-driven workforce solutions.

When you join Equus, you can expect extensive learning opportunities and networking programs. But most of all you can expect to make a lasting impact on the lives of others.

At Equus we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. Equus Workforce Solutions is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, age, pregnancy, sexual orientation, gender identity, ancestry, religion, national origin, veteran status, physical or mental disability, or reprisal or any other characteristic protected under state, federal, or local law.