Note: The job is a remote job and is open to candidates in USA. ClearCaptions provides communication services and technology that support seniors and individuals who are hard of hearing. The Sr. Operational Excellence Analyst will lead strategic operational innovation, process improvement, analytics, transformation, and change initiatives within the Customer Experience organization. The role will develop scalable frameworks, guide enterprise-wide programs, and drive measurable improvements in contact center operations and customer experience.
Responsibilities
- Act as a senior lead for high-complexity, cross-functional projects focused on operational innovation and transformation
- Serve as a key advisor to CEX leadership on best practices, operational risk, and change strategy
- Lead large-scale process improvement initiatives leveraging Lean, Six Sigma, and Agile methodologies
- Mentor and coach Operational Excellence Analysts and other functional stakeholders to strengthen continuous improvement capabilities across the organization
- Architect and implement scalable, standardized processes and governance frameworks across customer operations
- Drive enterprise-wide process documentation, SOP development, and compliance assurance
- Serve as a quality and efficiency champion, embedding continuous improvement disciplines into daily operations
- Perform advanced data analysis using BI tools to identify root causes, performance trends, and improvement opportunities
- Develop executive dashboards and storytelling insights to inform strategic decision-making
- Collaborate with the Performance Metrics & Insights team to define and evolve KPIs that support operational and customer success goals
- Manage enterprise-wide programs and initiatives, including those involving technology integrations, workforce optimization, and customer experience redesign
- Own project lifecycles from discovery through implementation and post-launch evaluation, ensuring alignment with strategic priorities and measurable outcomes
- Anticipate and proactively manage risks, ensuring mitigation plans and clear stakeholder communication
- Lead organizational readiness planning and execution for strategic transformations, including stakeholder alignment, training, and adoption support
- Serve as a liaison between frontline teams and executive leadership, ensuring voice of the customer and employee experience inform change initiatives
Skills
- Bachelor's degree in Business, Operations, Industrial Engineering, or related field
- 7+ years of progressive experience in operations, process excellence, or strategy roles supporting contact centers or customer operations
- 3+ years leading large cross-functional initiatives with enterprise impact
- Proven expertise in operational diagnostics, root cause analysis, and design thinking methodologies
- Demonstrated experience influencing senior leaders and facilitating high-stakes meetings
- Advanced proficiency in Excel, Tableau (or equivalent BI tools), and process mapping software (e.g., Lucidchart, Visio)
- Strong business acumen, strategic thinking, and ability to drive decisions in ambiguity
- Exceptional verbal, written, and visual communication skills; strong storytelling and data visualization, presentation, and problem-solving skills
- Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
- Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment
- Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality
- Willingness and ability to work flexible hours and travel (up to 5%) will include some overnight travel
- Proficient in MS Office, Salesforce CRM, Ring Central, In Contact and modern communication tools for virtual teams (i.e., MS Teams, Word, PowerPoint & Excel)
- Employees may experience the following physical demands for extended periods of time:•
- Sitting, standing, and walking (95-100%)
- Keyboarding (70-90%)
- Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)
- Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship
- Master's degree
- Lean Six Sigma Black Belt certification or equivalent
- Prosci or comparable change management certification
- Experience supporting transformation initiatives involving digital tools (CRM, IVR, Workforce Management, etc.)
- Background in business continuity planning or operational risk management
- Experience working in mission-driven or accessibility-centered organizations
Benefits
- 100% Remote: Work environment is at home.
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