Strategic Implementation and Process Optimization Manager

Codetech•San Francisco, CA

About The Position

The Strategic Implementation and Process Optimization Manager drives large-scale, cross-functional, cross-platform projects and programs that support organizational strategic goals. The role connects upstream groups—including product, policy, hosting, and community support—with operations and shared-services stakeholders to bring initiatives to life. It advocates for customers and helps shape innovative, optimized, and scalable solutions for Trust Operations by developing domain expertise, encouraging productive challenge, and maintaining accountability. The manager leads implementation from planning through launch and post-launch improvement. This includes defining operations business requirements, collaborating with product and engineering teams on product requirements, designing agent investigation workflows, coordinating forecasting and resource use, and ensuring solutions are tested and ready for production. The role also develops training, success metrics, dashboards, quality frameworks, and data collection plans to measure performance and guide continuous improvement. The position champions data-driven decision-making and Lean and Agile practices, using operational analysis and market trends to identify inefficiencies, innovation opportunities, and ways to improve customer experience while optimizing cost.

Requirements

Bachelor’s or master’s degree in Engineering, Science, or Operations; an Engineering background is preferred.
At least 8 years of experience in project or program management, continuous improvement, technical program management, management consulting, or product management.
Strong problem-solving skills, critical thinking, and ability to navigate ambiguity.
Experience driving organizational process improvement, including developing and implementing strategies to optimize workflows and reduce operational bottlenecks.
Expertise in process mapping and demonstrated experience designing, improving, and implementing processes in operational organizations.
Strong strategic and analytical capabilities, problem-solving skills, business acumen, and judgment in sensitive situations.
Ability to drive multiple concurrent initiatives in a fast-paced environment with evolving requirements and timelines.
Organizational and leadership skills to motivate and influence others and drive results.
Ability to work effectively across functional teams and organizational levels, including technical product, engineering, and PMO teams.
Ability to build stakeholder relationships, trust, and influence at multiple organizational levels.
Excellent written and verbal communication skills, including communication with senior leadership.
Strong organization, resourcefulness, attention to detail, follow-through, and ability to multitask in ambiguous situations.

Nice To Haves

Certification in project management or Lean/Six Sigma.
A track record of creating and contributing to a culture of continuous improvement.

Responsibilities

Develop and lead high-performing cross-functional project teams across operations and shared services, managing multiple projects and programs simultaneously.
Create end-to-end implementation plans and drive solution execution, launch, and post-launch controls.
Maintain strategic alignment with leadership, communicate project status, and manage expectations.
Identify and develop operations business requirements; write business requirements documents and partner with product and engineering teams to incorporate and prioritize operations needs in product requirement documents.
Become a domain expert in the relevant fraud and safety area and design end-to-end agent investigation workflows using internal tools.
Develop user acceptance testing plans and own end-to-end testing of agent workflows before production.
Collaborate with product and workforce planning teams on operations forecasting; update plans as assumptions change and steward company resources.
Ensure solutions are rigorously tested, and develop experiments, pilots, feedback channels, and pre-launch success criteria.
Partner with training teams to develop effective, comprehensive agent training.
Define success metrics with analytics partners and ensure dashboards monitor pilot, launch, and post-launch performance.
Develop quality metric frameworks and partner with QA teams on root-cause analysis and solutions to prevent decision-accuracy errors.
Develop hypotheses and data-collection plans, then conduct deep-dive analysis when issues arise.
Own key metrics and post-launch continuous-improvement efforts to ensure lasting change.
Identify operational inefficiencies, improvement areas, and innovation opportunities using market trends and competitive landscape insights, with a focus on customer experience and cost optimization.
Promote continuous improvement and drive adoption of Lean and Agile methods through training, coaching, mentoring, and leading improvement projects.
Establish KPIs for functional domains and use data to measure performance and identify improvement opportunities.
Champion data-driven decision-making to support continuous performance improvement.