Manager, Operational Excellence Job in East Granby, Connecticut Us
Manager, Operational Excellence
The ideal candidate is passionate about leading change and driving results through process improvements and system enhancements to build efficiency and an overall better customer experience. Actively contributing as part of a team, the Manager, Operational Excellence will identify, own and implement initiatives that improve operational processes and build system efficiencies all the way through sustained benefits realization.
This position requires a self-starter with an engaging leadership style, solid influencing and facilitation skills who will quickly develop relationships across the organization while building a fun and collaborative work environment.
Responsibilities:
- Identify and work on a portfolio of project(s) to improve operational processes and build system efficiencies
- Work with product and other internal teams on recommendations for call deflection
- Actively lead and coach cross-functional project teams
- Provide guidance and direction for project teams
- Lead cross-functional teams to analyze, design and implement end to end processes
- Partner and act as a resource to business units in identifying and prioritizing process improvement projects
- Provide project status updates, feedback and appropriate reporting on projects
- Facilitate cross-functional process improvement engagements
- Assist call center with analytics and reporting
- Mentor and lead other CS members on analytical techniques and process investigation
Required Knowledge:
- Demonstrated analytical, problem-solving, negotiation, and communication skills
- Excellent project management skills and strong knowledge of project methodology is desirable
- Six Sigma methodologies
Required Skills Abilities:
- 3+ Lean Six Sigma experience required
- Green Belt required
- 5 years in Process Improvement role required
- Experience working within and leading cross-functional teams
- Project management experience (PMP Certification) Preferred
- Lean Six Sigma Black Belt with proven project success preferred
- Prior experience with Oracle/Siebel CRM and CCA
- Demonstrated experience succssfully leading a transformational activity
- Strategic and creative thinker
- Proven leadership, influencing and facilitation skills
- Results-driven achiever who is able to grasp and communicate complex ideas clearly
- Energetic self-starter who thrives in a fast-paced environment
- Solid oral and written communication and presentation skills at all levels
- Advanced knowledge of Microsoft Office Applications
- Internal Candidates - must have been in current position for 6 months
