Join a team focused on advancing operational excellence across global customer care and service operations. This leadership role drives continuous improvement, digital transformation, and performance optimization initiatives that support customer care, field service, clinical operations, digital support, and related functions. The position combines strategic leadership with hands-on execution to deliver standardized processes, measurable operational improvements, and scalable business solutions.
What You Will Do:
Lead enterprise-wide continuous improvement initiatives that enhance operational performance, customer experience, productivity, and service delivery metrics. Define, monitor, and improve key performance indicators including turnaround time, first-time quality, service levels, customer satisfaction, backlog management, and productivity. Direct cross-functional teams in the implementation of process optimization, workflow automation, systems integration, and digital transformation projects delivered on schedule and within budget. Manage, develop, and support a team of professionals through performance management, workforce planning, succession planning, coaching, and training activities. Partner with business leaders to prioritize improvement opportunities, allocate resources, standardize processes, and implement data-driven solutions that improve quality, compliance, and operational efficiency.
What You Will Need
Required:
Bachelor’s degree.
Minimum 8 years of professional experience in operations, continuous improvement, customer care, service operations, or a related field.
Minimum 3 years of experience leading continuous improvement initiatives within a regulated environment.
Experience applying Lean, Six Sigma, Kaizen, Value Stream Mapping, Business Process Management, or related process improvement methodologies.
Experience leading cross-functional initiatives involving process optimization, operational transformation, or change management.
Preferred:
Master’s degree in business administration, Engineering, Operations Management, or a related discipline.
Experience with workflow automation, business systems validation, SAP, or service management platforms.
Experience using analytics and visualization tools such as Power BI, Tableau, or similar technologies.
USN: $118,000 - $196,700 USD Annual
