American Workforce Solutions · 1 day ago
Director of Operational Excellence (SaaS or Telecoms) - (100% Remote)
United States
Full-time
Remote
Director/Executive
8+ years exp
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Responsibilities
Lead and oversee the operational excellence program, focusing on process improvements, customer care, and overall operational efficiency.
Develop and implement long-term strategies to create a culture of continuous improvement throughout the organization.
Collaborate closely with senior leadership, department heads, and cross-functional teams to identify and prioritize improvement opportunities.
Spearhead Lean Six Sigma initiatives to streamline processes, eliminate waste, and enhance customer care efficiency.
Establish and monitor performance metrics (KPIs) to assess operational effectiveness and identify areas for improvement.
Implement robust feedback loops to ensure that customer feedback, agent performance data, and operational metrics drive continuous improvements in service delivery.
Lead the development and delivery of comprehensive training programs for customer-facing teams, ensuring adherence to quality standards and operational goals.
Qualification
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Required
Bachelor’s degree in Business, Operations Management, or related field; Master’s degree preferred.
8+ years of experience in operational excellence, process improvement, or a similar role
5 years minimum in a leadership position.
Certified Lean Six Sigma Black Belt or similar qualifications in process improvement methodologies.
Proven experience driving process improvements in a customer-centric environment, preferably in a telecommunications, SaaS, or technical support setting.
Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.
Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
Preferred
Experience in managing operational excellence initiatives in a large customer support or technical support environment.
Familiarity with quality management systems and performance frameworks like ISO 9001, TQM (Total Quality Management), or other operational standards.
Knowledge of AI/ML advancements in customer operations, with an understanding of their applications for improving processes and agent performance.
Company
American Workforce Solutions
Welcome to American Workforce Solutions! We are a small boutique IT Staffing solutions company with technical depth across a wide spectrum of enterprise-critical functions.
Founded in 2021Scottsdale, Arizona, US
11-50 employeesFunding
Current Stage
Early StageLeadership Team
Dan Zelek
Managing Partner
Joe Mattuch
Partner | IT Contract & Direct Hire Staffing Solutions.
Company data provided by crunchbase
