Strategic Implementation and Process Optimization Manager

Strategic Implementation and Process Optimization Manager
Location: REMOTE
Duration: 12 months plus extensions

The Community You Will Join:
The Strategic Programs & Implementation Team within Fraud and Safety Operations exists to serve and support the broader needs of our community. We strive for the perfect delivery of new defenses and defense enhancements to our ops teams, which preserve and build more trust within our communities. We ensure solutions are innovative, scalable, and deliver a world-class experience for our users.
The Difference You Will Make:
As a Strategic Implementation and Process Optimization Manager, you are responsible for driving large-scale, cross-functional, and cross-platform projects and programs that help achieve the strategic goals of the organization. You serve as the bridge between upstream groups (product, policy, hosting, community support) and cross functional stakeholders within operations and shared services to bring initiatives to life. You are responsible for ensuring the solutions launched are innovative, optimized, and scalable for Trust Operations. You must constantly advocate for your customers and will have a key voice in influencing the development of solutions. You will achieve this by becoming the domain expert, pushing productive frictions with your teams, and maintaining the highest levels of accountability.

A Typical Day:

• Develop and lead high performing, cross-functional project teams within operations (Partner Management, 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.
• Collaborate closely with leadership to establish and maintain strategic 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 incorporate and prioritize ops' needs into product requirement docs (PRDs).
• Become the domain expert in your fraud and safety space and design high-quality end-to-end agent investigation workflows. You will leverage internal 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, you'll 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 your implementation. You'll define key success metrics alongside your 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 your 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.