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Operations Excellence Manager (816050)
Operations Excellence Manager (816050)Equus • Houston, TX, US
Operations Excellence Manager (816050)

Operations Excellence Manager (816050)

Equus • Houston, TX, US
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Operations Excellence Manager

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.
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    Operation Manager • Houston, TX, US