Senior Director, Process Improvement - Global Operations

Sofi•Frisco, TX

34d

About The Position

Shape a brighter financial future with us. Together with our members, we're changing the way people think about and interact with personal finance. We're a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we're at the forefront. We're proud to come to work every day knowing that what we do has a direct impact on people's lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. The Role: The Senior Director Process Improvement - Global Operations is a strategic leadership role responsible for driving transformative change across the entire organization. This leader will establish a centralized, data-driven methodology for identifying, prioritizing, and executing initiatives that streamline efficiency, reduce operating costs, and significantly improve the member experience (CX). Reporting directly to the VP, Operations Transformation, this role requires a proven change agent who can blend deep expertise in process frameworks (like Lean and Six Sigma) with strong executive partnership and team mentorship.

Requirements

Minimum of 10+ years of progressive experience in process improvement, management consulting, operational leadership, or business transformation, with at least 5 years spent leading high-performing OpEx teams.
Certification: Lean Six Sigma Black Belt Certification (Master Black Belt preferred) is mandatory.
Financial Acumen: Proven ability to define and quantify the financial impact (ROI, NPV) of improvement projects, managing a portfolio of initiatives that collectively deliver significant annual cost savings.
Communication & Influence: Exceptional written and verbal communication skills, with demonstrated success influencing executive-level stakeholders without formal authority.
Methodology Expertise: Deep hands-on experience applying quantitative analysis, statistical process control, root cause analysis, and design thinking to solve complex business problems.
Technology Proficiency: Expertise in process mapping tools and familiarity with data analysis platforms (e.g., Tableau, SQL) and process mining software (e.g., Celonis, UiPath Process Mining).

Nice To Haves

Master's degree (MBA, MS in Engineering, or related field).
Experience in the [Fintech, Financial Services, or specific relevant industry] sector, managing high-volume transaction or service operations.
Direct experience leading the implementation of intelligent automation solutions (RPA, AI/ML) as part of a larger process redesign effort.
Proven success managing and reporting on a process improvement pipeline generating over $5 million in annual realized savings.

Responsibilities

Establish the Operational : Design, implement, and govern a formal Operational Excellence (OpEx) framework, policies, and standards that are deployed consistently across all core business units.
Pipeline & Prioritization: Create a standardized system for collecting, quantifying the ROI of, and prioritizing improvement opportunities, ensuring alignment with top-level organizational goals and maximizing cost per unit/ employee.
Cross Functional Partnership: Serve as the trusted advisor to senior leaders and executive leadership, presenting clear, data-backed strategic roadmaps for process transformation and managing stakeholder expectations across multi-year initiatives.
Change Management: Lead large-scale organizational change management efforts, ensuring the adoption and sustainment of new processes, technologies, and organizational structures.
Service Engineering: Lead the technical process improvement function, conducting detailed reviews using a "Diagnostic and Simplification Framework".
Process Re-engineering: Focus on efficiency, automation, and demand reduction. Directly sponsor and lead the most complex, high-impact end-to-end process mapping and re-engineering projects.
Technology Integration: Partner with Technology, Product and Business Intelligence teams to ensure that process solutions leverage automation (RPA/AI) and existing systems effectively, guiding the build-out of necessary technical capabilities.
Lead Complex Initiatives: Directly sponsor and lead the most complex, high-risk, and high-impact end-to-end process mapping and re-engineering projects, often spanning multiple departments.
Measure & Validate Results: Implement robust tracking mechanisms to measure the financial and operational benefits (cost savings, time reduction, quality improvement) of every project, ensuring results are realized, verified, and reported transparently.
Project Management: Lead the Project Management Office (PMO), responsible for organizing, managing, and ensuring the timely execution of all cross-functional transformation projects.
Performance Management: Lead the Performance Management function48. Establish the methodology for all performance metrics, weightings, and scorecards, ensuring metrics are driving the appropriate agent and leader behaviors.
Measure & Validate Results: Implement robust tracking mechanisms to measure the financial and operational benefits (cost savings, time reduction, quality improvement) of every project, ensuring results are realized and verified.
Recruitment & Mentorship: Recruit, train, and develop a high-performing team of Process Improvement Managers, Black Belts, and Analysts.
Capability Development: Drive continuous learning by developing and delivering internal Lean/Six Sigma training programs to cultivate a culture of process ownership and continuous improvement across the enterprise.
Best Practice Adoption: Benchmark best-in-class OpEx practices within the industry and integrate proven methodologies (e.g., Lean, DMAIC, process mining) into the company's operating rhythm.

Benefits

This role is also eligible for a bonus, long term incentives and competitive benefits.
More information about our employee benefits can be found in the link above.

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