Supervisor, Process Optimization

Ally•Lewisville, TX

13d•$55,000 - $95,000

About The Position

The Supervisor, Process Optimization is a people leader responsible for a team that monitors process health, manages customer complaints and disputes, identifies process gaps, and drives continuous improvement. Using data, root cause analysis, and cross-functional partnerships, the supervisor helps identify, address, and resolve operational issues to improve customer experience, reduce risk, and enhance business performance. The role leads and develops the team, oversees process monitoring and improvement work, and partners with internal and external stakeholders. The supervisor also ensures compliance with company policies and regulatory requirements and presents findings and recommendations to leadership.

Requirements

At least 3 years of experience in process improvement, business analysis, operational risk, quality assurance, audit, or a related operational environment.
At least 2 years of people leadership experience, including coaching, performance management, and employee development.
Experience conducting or overseeing process monitoring, testing, audits, quality reviews, or control assessments.
Working knowledge of Excel, Power BI, SQL, or similar analytical and reporting tools.
Strong problem-solving, root cause analysis, and decision-making skills.
Strong communication, presentation, and stakeholder management skills.
Bachelor's degree in Business, Finance, Economics, Statistics, Mathematics, Computer Science, or a related field, or equivalent experience.
Minimum qualifications also list 1+ years of experience and a high school diploma or GED equivalent.

Nice To Haves

Experience in auto finance, financial services, or the captive finance industry.
Experience leading end-to-end process improvement initiatives.
Experience with operational controls, risk management, quality assurance, or process governance programs.
Familiarity with Lean, Six Sigma, process mapping, or other continuous improvement methodologies.

Responsibilities

Lead, coach, and develop a team responsible for process monitoring, complaint and dispute resolution, root cause analysis, and process improvement.
Establish performance expectations, manage workloads, and drive accountability for team results.
Manage the team's data analyst and focus analytical resources on key business priorities.
Foster a culture of continuous improvement, collaboration, and customer focus.
Own hiring, performance management, employee development, and succession planning activities.
Oversee process monitoring, testing, quality reviews, customer complaints, disputes, and escalations to identify operational issues, control gaps, and improvement opportunities.
Lead root cause investigations into recurring issues and emerging risks.
Use data, reporting, and trend analysis to prioritize improvement opportunities and support decision-making.
Develop and implement corrective actions with business, operations, technology, compliance, and vendor stakeholders.
Measure and validate the effectiveness of implemented solutions to ensure sustainable results.
Present findings, recommendations, and improvement outcomes to leadership.
Partner with internal teams and external partners to resolve issues, implement improvements, and improve process performance.
Influence stakeholders across operations, compliance, risk, technology, customer service, and vendor management.
Ensure compliance with company policies and regulatory requirements.
Perform other duties as assigned by management.

Benefits

At least 20 paid time-off days, 11 paid holidays, and 8 hours of annual volunteer time off; time off is prorated based on start date and program varies by full- or part-time status and management level.
401(k) retirement savings plan with matching and company contributions.
Student loan pay-down and 529 educational savings assistance programs.
Tuition reimbursement.
Employee stock purchase plan.
Financial learning center and financial coach access.
Medical, dental, and vision insurance options.
Employee, spouse, and child life insurance.
Short- and long-term disability insurance.
Health Savings Account with employer contributions and Healthcare FSA.
Critical illness, accident, and hospital indemnity insurance.
Total well-being program.
Adoption, surrogacy, and fertility assistance.
Paid parental and caregiver leave.
Dependent Day Care FSA, backup child and adult/elder care days, and childcare discounts.
Employee Assistance Program.
Subsidized and discounted Weight Watchers program and other employee discount programs.
Potential travel allowances, relocation assistance, signing bonus, and/or equity, depending on the role.
Annual incentive plan eligibility.