Director, Operational Excellence

Compliance Holdings•Pikesville, MD

23h

About The Position

The Director, Operational Excellence will lead the development of systems, metrics, processes, and governance to strengthen operational performance and support Lumelight’s continued growth. Reporting to executive leadership and partnering with leaders across the organization, this role will steward Lumelight’s operational management system and equip teams with performance insights, standardized practices, and structured problem-solving capabilities. The position will help the organization move toward a more consistent, scalable, and data-driven operating model while maintaining quality and client service standards. The Director will develop KPI frameworks and operational reporting; improve capacity planning and resource management; lead continuous-improvement initiatives; establish governance, standards, and adoption practices; and support day-to-day execution of acquisition integration activities across the enterprise. Success includes better forecasting and visibility, improved service levels and client outcomes, reduced bottlenecks, stronger use of data in decision-making, and measurable, sustained improvements in productivity, quality, scalability, and efficiency. The role is suited to an analytical, collaborative leader who can build structure in a growing organization while remaining flexible and pragmatic. The position requires strategic thinking alongside hands-on execution, and the ability to influence cross-functional stakeholders, build alignment, and drive accountability, including without direct authority. Work is Monday through Friday, 40 hours per week, following an agreed-upon schedule. Lumelight is currently recruiting in specified states across the United States.

Requirements

Five to seven years of experience in operational excellence, business operations, performance management, analytics, process improvement, consulting, or a related field.
Demonstrated experience developing KPI frameworks, operational reporting, capacity models, and performance-management systems.
Proven ability to analyze operational data, identify root causes, and convert findings into practical recommendations and sustainable solutions.
Experience leading cross-functional initiatives and driving measurable improvements in performance, service delivery, quality, or efficiency.
Strong analytical, operational, and structured problem-solving skills.
Strong facilitation, written communication, presentation, and stakeholder-management skills.
Ability to translate data and operational complexity into clear, actionable recommendations.
Ability to build credibility, establish alignment, and drive accountability across organizational levels, including through influence without direct authority.
Expected schedule is Monday through Friday, 40 hours per week, following an agreed-upon schedule.
Applicants must be located in one of the recruiting states listed in the job description.

Nice To Haves

Proficiency with data visualization, reporting, and analytical tools is strongly preferred.
A graduate degree is preferred but not required.
Equivalent combinations of education, professional training, and relevant experience will be considered.
Experience building KPI frameworks, reporting tools, and performance-management systems.
Expertise in operational excellence, continuous improvement, process design, and change adoption.
A track record of delivering measurable operational improvements in a growing or evolving organization.

Responsibilities

Develop and maintain operational KPI frameworks across business units.
Establish measures for cost per service, turnaround time, capacity, utilization, productivity, quality, and service delivery.
Design dashboards and reporting tools that give leaders timely, actionable visibility into operational performance.
Analyze performance data to identify trends, risks, opportunities, and areas for improvement; translate findings into recommendations.
Partner with business leaders to establish performance targets, review cadences, and accountability mechanisms.
Develop capacity-planning models and forecasting processes that align staffing and resources with business demand.
Partner with leaders to improve staffing, scheduling, and resource-allocation decisions, including management of shared, seasonal, and cross-functional resources.
Improve visibility into workload demand, staffing requirements, resource utilization, and operational constraints; identify capacity risks and recommend solutions.
Lead structured problem-solving to identify root causes of performance, quality, capacity, and workflow challenges.
Identify bottlenecks, process gaps, and opportunities for standardization or automation.
Facilitate cross-functional improvement initiatives from discovery through implementation.
Design and implement sustainable solutions that improve efficiency, scalability, quality, and client outcomes; measure results and ensure improvements are sustained.
Build continuous-improvement capabilities by introducing practical tools, methodologies, and operating disciplines.
Establish operational standards, methodologies, and best practices; develop and maintain process documentation, standard operating procedures, and management tools.
Promote consistent operational governance across business lines and drive adoption of standardized metrics, processes, and performance-management practices.
Partner with leaders and teams to embed new ways of working and support lasting organizational change.
Support day-to-day execution of acquisition integration activities across the enterprise.