Description

The Sr. Operations Director - Strategic Initiatives & Process Improvement will be responsible for implementing and managing complex process improvement and strategic initiatives within the USIS business unit. This role requires collaboration and partnership with the sales, technology, and operations teams to ensure successful deployment and operationalization of these initiatives.

What you will do

• Agile Program Leadership: Facilitate Agile planning and execution for re-cred and cred programs, upholding best practices and fostering continuous improvement.
• Lead Strategic Projects: Lead key USIS operations customer process initiatives, ensuring successful delivery and alignment with organizational goals.
• Change Management: Champion change management efforts for new AI technologies and processes, particularly in Customer Process Agentic AI, cultivating a culture of innovation.
• Operational Performance & Optimization: Define and monitor key performance indicators (KPIs) for operational improvements, analyze data, and implement strategies for continuous optimization.
• Risk Management: Identify and mitigate potential risks associated with organizational transformation and AI implementation.
• Cross-functional Collaboration: Partner with sales, technology, and other operations teams to seamlessly integrate AI solutions and achieve business objectives.
• Quality Assurance: Collaborate with the Quality Management Team to complete Quality Framework Assessments and drive initiatives to reduce quality defects.

What experience you need

• Bachelor's degree in Business, Operations Management or a related field.
• 5-7 years progressive experience in a transformation and process improvement driven though technology and process reengineering
• Proven track record of successfully leading large-scale operational change programs
• LEAN certification
• Agile certification

What could set you apart

• Specific experience with a strong understanding of: customer onboarding Agentic AI: Implementing AI-powered virtual agents and intelligent routing for enhanced customer experience.
• Six Sigma certification
• Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
• Strong analytical skills