Operational Excellence Program Manager

Your Mission

As a Program Manager, Operational Excellence at Engine, you’ll be instrumental in driving continuous improvement initiatives that enhance efficiency, quality, and customer satisfaction. Here’s what you’ll take charge of:

• Process Optimization: Lead Client Operations OpEx projects to reduce waste, increase efficiency, and improve business processes.
• Strategic Collaboration: Develops cross-functional relationships that drive collaboration and alignment.
• Data-Driven Decision Making: Evolves processes with balanced decisions derived from stakeholder input, data, and business strategy.
• Leadership & Mentorship: Mentors others on continuous improvement tools and principles to promote higher operational standards.
• Continuous Improvement Culture: Foster a work environment where structured problem-solving, data-driven decisions, and clear communication thrive.
• Operational Standardization: Discovers and executes process improvement layers with clear optimization vision.
• Training & Presentations: Deliver presentations and training sessions on process improvement principles and project updates for all levels of management.
• Voice of the Customer Integration: Incorporates customer and frontline agent feedback into problem framing and solution design; ensures work improves both operational and experience outcomes.

What You’ll Bring to Engine

We’re looking for someone who’s ready to make an impact and grow alongside us:

• Experience: 8 years in Operational Excellence, process improvement, or a similar role.
• Expertise: Lean Six Sigma Green Belt certification (Black Belt preferred).
• Analytical Skills: Strong data management skills, with proficiency in SQL, Looker, and Excel. Deliver actionable business insights from operational data to influence decisions and drive performance.
• Project Leadership: Proven track record of leading end-to-end projects concurrently and delivering measurable operational improvements.
• Communication & Influence: Ability to translate complex ideas into actionable strategies for diverse audiences.
• Leadership Abilities: Strong stakeholder management ability to influence peers and team motivation skills.
• Adaptability: Demonstrates can adapt and prioritize based on business strategy related to projects.
• CI Methodology Use: Regularly uses 3 to 5 continuous improvement practices or tools to drive progress.