Operations Excellence Manager
About The Position
We are seeking an Operations Excellence Manager to reduce customer claims and improve operational quality across Jiffy’s three product lines: Blanks, Transfers, and Print. This role will partner closely with Customer Service to categorize claims, analyze trends, and identify responsible parties and root causes. The manager will apply structured problem-solving frameworks (e.g., 5 Whys, Pareto analysis) to drive corrective and preventive actions, ensuring issues are resolved and do not reoccur. A key responsibility will also be to collaborate with Operations and Technology teams to define requirements for claims categorization tools, automated root cause tracking, and quality dashboards that enhance visibility and accelerate resolution. This role follows a hybrid work model with a requirement of a minimum of three (3) days per week onsite. Employees should expect to work regularly from the office to support collaboration and business needs.
Requirements
- Bachelor’s degree in Engineering, Operations Management, Supply Chain, Business Administration, or a related field.
- 5–8 years of experience in operations, quality, or customer success/experience roles.
- Background in claims management, customer issue resolution, or quality systems.
- Strong analytical skills with demonstrated ability to translate customer issues into operational improvements.
- Proficiency with root cause analysis and corrective action frameworks (e.g., 5 Whys, Pareto analysis).
- Experience collaborating with software/product teams to define data and tooling requirements.
- Excellent written and verbal communication skills, with ability to influence across functions.
- Understanding of e-commerce, printing, or consumer goods fulfillment operations is highly valuable.
Nice To Haves
- Experience designing or implementing claims dashboards, categorization workflows, or RCA tools.
- Proven ability to work seamlessly across Customer Service and Operations teams.
- Advanced degree or certification in Quality, Operations, or related field (e.g., Six Sigma, Lean).
Responsibilities
- Partner with Customer Service to analyze customer claims, categorize issues, and link them to responsible parties and root causes.
- Conduct structured root cause analysis using frameworks such as the 5 Whys and Pareto analysis, and define corrective and preventive actions.
- Collaborate with Operations teams (Blanks, Printing, Logistics, Supply Chain) to ensure corrective actions are implemented, tracked, and sustained.
- Work with Product and Engineering teams to define requirements for tools and dashboards that enable claims categorization, automated RCA tracking, and quality monitoring.
- Develop and maintain quality dashboards and reporting to provide visibility into claim trends and progress on corrective actions.
- Drive continuous improvement initiatives to reduce claim frequency, improve quality, and enhance customer experience.
- Communicate findings and action plans to leadership, ensuring alignment and accountability across teams.
Benefits
- Comprehensive Benefits: Full medical, dental, and vision coverage, with a portion of premiums paid by Jiffy.
- Retirement Planning: 401(k)
- Wellness Support: Annual wellness benefits to help you stay healthy and balanced.
- Tools for Success: Choice of MacBook or PC laptop, plus equipment for your home office setup.
- Perks & Extras: Annual credit of $200 to use on our website plus more team merch drops than you will know what to do with!
- Professional Development: Annual stipend to support your learning and career growth.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
