Operational Excellence Manager

Allstate

17h

About The Position

We are seeking a dynamic Operational Excellence Manager to serve as a player-coach, leading a small team of performance measurement technicians within the Employee Success organization. In this hands-on leadership role, you will drive high-impact initiatives that elevate onboarding, coaching, engagement, and retention across Direct Phone Sales (DPS). You will not only architect and execute strategic operational improvements, but also mentor and develop your team, fostering a culture of continuous learning and measurable impact. As a recognized expert in operational excellence and change leadership, you will guide your team in designing and implementing scalable solutions, leveraging data-driven insights to improve systems and processes. Your work will directly support Allstate’s strategic goals; delivering operational excellence, modernizing capabilities, and building a great place to work, all while empowering your team to grow as technical experts and contributors to enterprise transformation.

Requirements

Strategic execution mindset; proven ability to turn vision into tangible outcomes.
Process expertise; skilled in lean methodologies, journey mapping, and service blueprinting.
Change leadership; experience leading structured change efforts (e.g., ADKAR, Prosci, Kotter).
Cross-functional influence; able to navigate complex organizations and gain alignment.
Analytical & structured thinking – strong problem-solving and ability to define clear success measures.
Project leadership – experience managing multi-disciplinary projects from scoping through execution.
Excellent communication and facilitation skills; able to engage stakeholders at all levels.

Nice To Haves

7+ years in operational excellence, process improvement, business execution, or change management roles.
Experience in consulting, program management, or customer experience transformation.
Familiarity with tools like Visio, Miro, Lucidchart for process/journey mapping.
Lean Six Sigma, PMP, or Change Management certifications preferred.

Responsibilities

Lead enterprise-level initiatives that improve execution across onboarding, coaching, training, and engagement programs.
Translate strategic goals into scalable execution plans aligned with DPS and enterprise priorities, including:
Serve as a trusted advisor to senior leaders, providing insights and recommendations that shape business strategy.
Deliver quarterly executive-level operational reviews with measurable impact and forward-looking recommendations.
Formalize ramp and graduation criteria to ensure clarity and consistency in progression.
Apply systems thinking to uncover interdependencies across the employee lifecycle and broader enterprise ecosystem.
Lead root cause analysis and systems mapping to identify leverage points for sustainable change.
Design interventions that improve the system as a whole; balancing efficiency, experience, and performance.
Partner with analytics teams to connect leading indicators (e.g., onboarding satisfaction, coaching frequency) to lagging outcomes (e.g., retention, PTQ, item production).
Start data-driven ramp and structured handoffs to improve speed to proficiency and retention.
Improve licensing visibility and shared data to enhance compliance and operational transparency.
Architect and evolve end-to-end processes using journey mapping, service blueprinting, and workflow modeling.
Build enterprise-ready playbooks, frameworks, and governance models that drive consistency and scale.
Deliver monthly process health dashboards and enterprise-level recommendations.
Develop an initial new hire status view to provide visibility into onboarding progress and readiness.
Establish onboarding governance to ensure clarity and consistency across all phases of the employee lifecycle.
Lead structured change strategies to support adoption of new tools, processes, and programs across DPS and partner functions.
Build enterprise change capability by mentoring leaders and teams on change frameworks (e.g., ADKAR, Prosci, Kotter).
Track and report adoption metrics and long-term sustainability of improvements.
Develop communication and enablement strategies that drive alignment and engagement across all levels.
Embed the coaching model into operational practices to strengthen performance and retention.
Develop the onboarding hub as a centralized resource for tools, content, and support.
Act as a connector across Sales, Operations, HR, Education, Technology, and the Insights Lab.
Facilitate enterprise workshops and working sessions to align stakeholders on goals, outcomes, and execution roadmaps.
Influence without direct authority, leveraging deep expertise, data, and storytelling to drive alignment and action.
Represent Employee Success in enterprise forums and cross-functional strategy sessions.
Explore advanced tools to enhance scalability, innovation, and employee experience.
Strengthen hiring feedback loops to continuously improve talent acquisition and onboarding processes.