Operational Excellence Manager

Equus•San Antonio, TX

1d•$80,000 - $90,000

About The Position

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. Strategic Operational Leadership · Serve as a trusted advisor to the Project Director, providing expert guidance on operational strategy and execution. 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. 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. In-Kind Match Responsibilities · Provides statewide oversight of in‑kind match activities to ensure compliance with federal, state, and local workforce board requirements. · Develops, implements, and monitors standardized processes for documenting, validating, and reporting in‑kind match contributions, including staff participation, services delivered, and eligible expenditures. · Tracks in‑kind match participation and contribution levels across all assigned projects. Identifies gaps or risks that may impact compliance or year‑end reconciliation and communicates these needs proactively to project leadership. · Maintains accurate records of all in‑kind match expenditures and collaborates with Finance/Accounting to ensure proper coding, reconciliation, and audit readiness. · Prepares regular reports summarizing in‑kind match performance, year-end projections, and any required corrective actions. Provides these updates to executive leadership, project directors, and relevant internal stakeholders. · Communicates with workforce board staff and other external partners to clarify match expectations, secure necessary documentation, and ensure alignment with funder requirements. · Develops training materials, guidance documents, and job aids that support project staff in understanding allowable match activities, documentation standards, and reporting processes. · Provides technical assistance to projects that are under target or at risk of falling short of required in‑kind match levels, ensuring appropriate strategies and corrective actions are implemented. · Identifies potential opportunities, partnerships, or operational activities that may serve as eligible in‑kind match and supports teams in capturing these contributions accurately. · Other duties as assigned.

Requirements

Related bachelor’s degree from an accredited college or university or equivalent experience.
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.

Nice To Haves

Lean Six Sigma (Green Belt or Black Belt). - Strongly Preferred

Responsibilities

Serve as a trusted advisor to the Project Director, providing expert guidance on operational strategy and execution.
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.
Ensure adherence to regulatory requirements, internal policies, and quality standards.
Oversee the implementation and maintenance of Quality Management Systems.
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.
Provides statewide oversight of in‑kind match activities to ensure compliance with federal, state, and local workforce board requirements.
Develops, implements, and monitors standardized processes for documenting, validating, and reporting in‑kind match contributions, including staff participation, services delivered, and eligible expenditures.
Tracks in‑kind match participation and contribution levels across all assigned projects. Identifies gaps or risks that may impact compliance or year‑end reconciliation and communicates these needs proactively to project leadership.
Maintains accurate records of all in‑kind match expenditures and collaborates with Finance/Accounting to ensure proper coding, reconciliation, and audit readiness.
Prepares regular reports summarizing in‑kind match performance, year-end projections, and any required corrective actions. Provides these updates to executive leadership, project directors, and relevant internal stakeholders.
Communicates with workforce board staff and other external partners to clarify match expectations, secure necessary documentation, and ensure alignment with funder requirements.
Develops training materials, guidance documents, and job aids that support project staff in understanding allowable match activities, documentation standards, and reporting processes.
Provides technical assistance to projects that are under target or at risk of falling short of required in‑kind match levels, ensuring appropriate strategies and corrective actions are implemented.
Identifies potential opportunities, partnerships, or operational activities that may serve as eligible in‑kind match and supports teams in capturing these contributions accurately.
Other duties as assigned.