Senior Manager, Operational Excellence

(Senior) Manager, Operational Excellence

Primary Responsibilities / Key Result Areas

• Develop and implement strategies to drive operational excellence and support achievement of business objectives
• Act as a thought partner to operational managers by developing structured presentation frameworks with problem definitions, solution paths, and action plans
• Work with the Analytics team to monitor, track, and evaluate the impact of process improvements; make data-driven adjustments where needed
• Prepare and manage the monthly Operations & Engineering MBR deck and ensure timely follow-up and closure of actions
• Collaborate with cross-functional teams to simplify and improve operational processes.
• Support change management efforts to ensure successful adoption and long-term sustainability of process improvements
• Lead the development and execution of major transformation initiatives within Customer Operations
• Support the planning and implementation of large-scale customer service improvement initiatives beyond CSI-led programs
• Build and maintain strong relationships with internal stakeholders, ensuring alignment between operational initiatives and strategic goals
• Effectively communicate plans, progress, and outcomes to internal stakeholders, including senior leadership
  

COMPETENCIES

• Strong strategic thinking and problem-solving abilities
• Excellent stakeholder management and influencing skills
• Solid understanding of operational excellence and process improvement methodologies (e.g., Lean, Six Sigma)
• High attention to detail and ability to synthesize complex data into actionable insights
• Effective communication and presentation skills
• Strong project execution and follow-through discipline
• Self-motivated with the ability to lead through influence in a matrixed environment
• Comfortable operating in a fast-paced, cross-functional, and globally distributed environment
  

Qualifications & Experience

• Bachelors degree in Engineering, Business, Operations Management, or a related field (Masters degree preferred)
• 12-15 years of experience in operational excellence, process improvement, or operations strategy
• Proven experience in executing cross-functional initiatives in a complex organization
• Experience working with Customer Operations, Service Improvement, and transformation programs
• Familiarity with project and change management methodologies
• Experience preparing materials for executive-level reporting (e.g., Monthly Business Reviews)
• Fluency in English
  

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.
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