About the Role:
We are seeking a dynamic and result-oriented professional to join our team as a Associate Director- Operations & Process Excellence. This role demands a strong background in operations management, process design, and stakeholder management, with the ability to drive process improvements and ensure quality execution in a fast-paced, customer-focused environment.
Some high level things you would own but not limited to:
-
Design, implement, and optimize operational processes and workflows aligned with business objectives.
-
Drive quality assurance initiatives, ensuring consistency and commitment to customer service excellence.
-
Translate business goals into actionable customer service strategies.
-
Collaborate cross-functionally with internal and external stakeholders to streamline operations.
-
Lead and support multiple projects, ensuring on-time and high-quality delivery.
-
Identify process gaps, connect the dots, and present improvements or redesigns.
-
Analyze performance metrics and operational data to influence decision-making.
-
Manage and execute initiatives in a highly matrixed environment with strong stakeholder alignment.
-
Support change management and continuous improvement initiatives.
What you would possess already:
-
Proven experience in Operations Management, Process Improvement, and Project Execution.
-
Strong analytical, problem-solving, and influencing skills.
-
Excellent written and verbal communication skills.
-
Effective in managing multiple stakeholders and working across cross-functional teams.
-
Demonstrated ability to build processes and workflows from scratch.
-
Proficient in MS Office and related tools.
-
Strong interpersonal and collaboration skills with a team-first mindset.
-
Ability to operate in a dynamic, fast-paced, and ambiguous environment.
