Director, Ops Enablement (Remote)

The Director, Ops Enablement will report to the Senior Director, Ops Enablement in the Ops Enablement Department. This role is responsible for ensuring our customers have outstanding experiences throughout the journey, no matter the channel through primarily enabling Operations and other functions perform related process efficiently and effectively. This leader is ultimately accountable for deeply knowing our customers, processes, products and communications and using that understanding to create experiences that help our clients get the most out of our products and services. The leader will bring together relevant stakeholders across the business and work together to create a simpler, more empathetic experience.

Duties & Responsibilities:

· Develop and execute short and long-term CX strategies in close partnership with cross functional teams and leadership

· Drive strong alignment cross-functionally with marketing, product, operations, and client services teams to have them obsess over the customer pain points and translate them into better experiences and processes

· Articulate and execute a prioritized strategic roadmap

· Serve as a key stakeholder on enterprise data strategy and collaborate with marketing

· Design, implement and review an Operational Document Management Framework

· Develop and deploy a Process Change Management procedure across the organization.

· Establish and consolidate process performance reporting based on defined metrics for all operational processes in the organization.

· Establish and facilitate program governance processes to ensure clear decision making and oversight.

· Lead business and technology partners in the definition, creation, and communication/delivery of required documentation, success criteria and metrics, and related artifacts.

· Manage project delivery and the realization of agreed upon deliverables.

· Provide subject matter proficiency in specific functional area(s) to the assigned Ops Enablement team and associated partners both internal and external.

· Act as a key driver for change within the business units aligned to supporting project execution and toll-gating.

· Facilitate intake, chartering, assignment and prioritization of incoming project work.

· Assist in developing, monitoring, and managing the program budget.

· Manage Accountholder communication deliveries such as but not limited to Accountholder onboarding deliverables, Accountholder Statements & notifications, Operational collaterals, Forms related to Accountholder communication and inputs etc.

· Use Lean Six Sigma (ex: DMAIC) and other continuous improvement methodologies to assess process capabilities and identify opportunities for improvement.

· Develop and monitor business objectives, timelines and KPIs to ensure performance

· Utilize Voice of the Customer findings to gain a deep understanding of customer motivations, pain points and expectations to align our customer experience strategy and initiatives

· Analyze complex problems and situations, identifying the root cause and creating solutions

· Lead strategic enterprise projects as assigned

· Other duties as assigned.

Supervisory Responsibilities:

· Recruits, interviews, hires, and trains new staff.

· Oversees the daily workflow of the department.

· Provides constructive and timely performance evaluations.

Qualifications

Education & Experience:

· 15+ years of experience

· Bachelor’s Degree; Master’s Degree Preferred

· Lean Six Sigma Certification - Green Belt or Black Belt preferred

· PMP Certification preferred

Skills & Abilities:

· Excellent analytical skills with a proactive nature

· Strong organization skills with a drive to meet deadlines

· Strong process improvement mindset

· An affinity for accuracy and efficiency

· Proficiency in Microsoft Office tools (viz. Excel, Word (including mail merge), Visio, Teams and Outlook)

· Strong verbal and written communication skills

· An aptitude for prioritization and multi-tasking

· Strong collaboration skills

· A drive to learn and apply new concepts quickly

· Experience with Salesforce CRM preferred