Operations Excellence Manager

Equus•Houston, TX

6h•$85,000 - $85,000

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. 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. 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. 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. Oversee quality audits and reviews to ensure operational integrity and compliance. Produce high-quality reports and presentations for senior stakeholders, highlighting performance, risks, and opportunities. 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. 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. 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.

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.
Champion initiatives that enhance operational efficiency, reduce costs, and improve service quality across the center.
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.
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.
Oversee quality audits and reviews to ensure operational integrity and compliance.
Produce high-quality reports and presentations for senior stakeholders, highlighting performance, risks, and opportunities.
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.
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.
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.