Overview
On Site
$$63.96hr - $68.96hr
Contract - W2
Contract - To 06/01/2026
Skills
Strategic Implementation and Process Optimization Manager
Job Details
Job Description:
Pay Range: $63.96hr - $68.96hr
- Develop and lead high performing, cross-functional project teams within operations (Partner Candidateagement, Internal Operations, Tools Support, Product Ops) and Shared Services (OCM, WFP, Training, KM, Quality), managing multiple projects and programs simultaneously.
- Create comprehensive and nimble end-to-end implementation plans through robust planning and actively drive the execution, launch, and post-launch control of solutions.
- CollaboXX closely with leadership to establish and maintain stXXgic alignment, communicate project status, and manage expectations.
- Responsible for identifying and developing all operations business requirements, writing business requirements docs, and partnering with product & engineering teams to incorpoXX and prioritize ops' needs into product requirement docs (PRDs).
- Become the domain expert in candidate fraud and safety space and design high-quality end-to-end agent investigation workflows.
- Candidate will leverage internal Client tools to architect robust, error proofed, and streamlined processes.
- Develop comprehensive user acceptance testing (UAT) plans and own end-to-end UAT of agent workflows to ensure solutions are ready for live production.
- Drive optimal ops forecasting through close collaboration with product and workforce planning teams.
- As assumptions change, candidate update plans dynamically and apply a lens of radical stewardship to the use of company resources.
- Ensure solutions have been rigorously tested before rolling out at scale.
- Develop experiments, pilots, feedback channels and corresponding pre-launch success criteria to maximize learnings that inform solutions.
- Partner with training teams to develop meaningful and exhaustive agent training that maximizes learning and knowledge retention.
- Develop key insights into the quality and performance of candidate implementation.
- Candidate define key success metrics alongside candidate advanced analytics partners, and ensure robust dashboards are created to monitor the performance of pilot, launch and post-launch.
- Maximize decision accuracy by ensuring quality metric frameworks are developed and tailored for candidate solution.
- Partner with QA teams to drive root cause analysis of decision accuracy errors, and develop solutions to prevent future failures.
- Develop hypotheses and data collection plans when issues arise.
- Seek to prove or disprove through deep dive analysis.
- Ensure lasting change through the ownership of key metrics and delivery of post-launch continuous improvement efforts.
- Facilitate identification of areas for inefficiencies/improvement and opportunities for innovation from Operational standpoint as well as market trends and competitive landscape geared towards improving customer experience and optimizing cost.
- Champion continuous improvement philosophy and drive adoption of Lean and Agile methodology culture in the organization through training, coaching/mentoring, and leading/managing/implementing continuous improvement projects.
- Lead Performance Analysis by establishing Key Performance Indicators (KPIs) for each of the functional domains and effectively leverage data to measure success and identify areas of improvement.
- Be a champion of data-driven decision making approach and culture to drive continuous performance improvement.
- Master / Bachelor Degree in Engineering, Science, or Operations (Engineering background is preferred).
- 8+ years of experience in, project/ program management, continuous improvement, technical program management, management consulting, or product management.
- Experienced problem solver, who is an expert in navigating ambiguity and critical thinking.
- Experience of driving continuous process improvement within an organization including development and implementation of strategies to optimize workflows and reduce operational bottlenecks.
- Expert in process mapping, and proven experience in designing, improving and implementing new processes into operational organizations.
- Excellent strategic and analytical capabilities, problem-solving skills, and business acumen; strong judgment in navigating and resolving sensitive situations.
- Ability to drive multiple concurrent initiatives in a fast paced environment with evolving requirements and timelines.
- Proven organizational and leadership skills to motivate and influence others positively to drive for results.
- Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization, including technical product, engineering, and PMO teams.
- Certification in project management or Lean/Six Sigma a plus; track record of creating and contributing to a culture of continuous improvement.
- Ability to build strong relationships and partner with key stakeholders to build trust and influence at multiple levels within the organization.
- Excellent written and verbal communication skills, with a focus on communicating with senior leadership.
- Incredibly organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations.
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