VP, Operational Excellence

Compliance Holdings•Pikesville, MD

1d•Remote

About The Position

Lumelight is hiring a Vice President, Operational Excellence to help shape how the company scales. Reporting to executive leadership, this strategic operator will build the operating systems, processes, and capabilities that drive efficiency, consistency, and exceptional client experiences across the organization. While General Managers own business outcomes and delivery, this role develops shared capabilities and infrastructure that enable consistent operations and effective scaling. The VP will govern company-wide performance metrics and reporting; lead enterprise data operations and automation; establish strategic client-management frameworks; and develop workforce planning and resource allocation strategies. The role also leads enterprise process redesign, standardization, and continuous improvement, champions data-driven decision-making, and partners with leaders on operational integration activities related to acquisitions. Success is measured by improved efficiency and productivity, reduced cost per service delivered, faster turnaround times and better service levels, more accurate capacity forecasting, improved client retention and satisfaction, and successful integration of operational capabilities across business units and acquisitions. This is a remote position within approved Lumelight states. The job operates in a professional office environment, in person or remotely, and uses standard office equipment, which will be provided. Expected hours are Monday through Friday, 40 hours per week, following an agreed-upon schedule.

Requirements

10 or more years of progressive leadership experience in operations, operational excellence, management consulting, shared services, client operations, or related disciplines.
Demonstrated success building scalable processes, operating models, and performance management systems.
Experience leading enterprise-wide transformation, process improvement, or operational strategy initiatives.
Strong analytical, financial, and systems-thinking capabilities.
Proven ability to influence senior leaders and drive change across multiple functions.
Ability to influence across functions and drive adoption without direct ownership of business units.
Proven experience scaling operations in a growing organization.
Deep expertise in operational excellence, process design, and organizational effectiveness.
Experience leading enterprise-wide change initiatives.
Passion for building repeatable, scalable operating models.

Nice To Haves

Experience in professional services, benefits administration, consulting, healthcare administration, technology-enabled services, or other complex service environments.
Lean, Six Sigma, Operational Excellence, or related certifications.
Graduate degree.

Responsibilities

Establish and govern company-wide operational performance metrics and reporting.
Design KPI frameworks, capacity models, utilization measures, and service-level metrics to support informed decision-making.
Identify opportunities to improve operational efficiency, consistency, and scalability across business functions.
Lead enterprise data operations, including intake, validation, transformation, quality management, and process optimization.
Reduce bottlenecks in data acquisition and preparation workflows.
Drive automation initiatives that improve accuracy, speed, and operational efficiency.
Develop strategic client-management processes for Lumelight’s most significant and complex client relationships.
Create frameworks for client health monitoring, escalation management, executive engagement, and renewal readiness.
Partner across teams to support a seamless and consistent client experience.
Develop workforce planning and resource allocation strategies that support business growth.
Improve forecasting, utilization, and capacity visibility across shared services and operational teams.
Establish scalable approaches for seasonal demand and cross-functional staffing needs.
Lead enterprise initiatives focused on process redesign, standardization, automation, and continuous improvement.
Develop scalable operating models that support future growth and organizational evolution.
Champion a culture of operational excellence and data-driven decision-making.
Partner with organizational leaders on operational integration activities related to acquisitions.
Design future-state operating models, workflows, and service delivery processes to enable successful integration and long-term scalability.