Manager Operational Excellence

To deliver on our value proposition for our clients, we operate in a high volume, operationally complex environment, where the thoughtful, thorough, and disciplined approach of a skilled Operational Excellence expert can have a major impact on both the quality of our service delivery and on our operational costs required to deliver those services.

Key Outcomes:

• Quality  - Improve quality of our service delivery, as measured by reduction in key defect metrics
• Cost - Improve financial performance
• Culture - Support building a culture of Operational Excellence / Continuous Improvement within the Accident Management team that creates momentum to scale more broadly throughout Agero

Responsibilities:

• Deliver service quality improvements and operational cost reductions for our Accident Management business unit by leveraging a hypothesis-driven approach to root cause problem solving
• Leverage Lean and Six Sigma principles to separate signal from noise to identify high impact opportunities and solve to true root causes
• Develop data-driven recommendations to cross-functional leaders in a way that is compelling, drives action, and delivers results that not only improve the Accident Management business, but also build the case to continue growing our Operational Excellence / Continuous Improvement capabilities more broadly within Agero
• Consider a range of people, process, and technology solutions to address improvement opportunities in partnership with our product, engineering, and operations teams
• Communicate effectively up and down within the organization, from our front-line agents to our senior executive team
• Influence collaboration and action without direct authority over cross-functional teams
• Drive a culture of Operational Excellence / Continuous Improvement through teaching and coaching the use of tools to our Development, Operations, and back office teams

• Bachelor’s degree required, industrial engineering or process engineering strongly preferred
• Lean Six Sigma Black Belt certification required
• Familiarity with Human Factors Engineering preferred
• Experience in roadside assistance / insurance claims NOT required with an ability to transfer skills across industries
• 7-10 years of experience delivering results from Operational Excellence / Continuous Improvement initiatives, experience in high volume, low margin industries preferred
• Demonstrated success in deploying an Operational Excellence/Continuous Improvement transformation within organization with no previous CI/Lean exposure
• History of delivering results in process improvement and process reengineering (be prepared to speak to specific examples)
• Expertise in teaching continuous improvement methodologies (DMAIC, SIPOC, VOC, process mapping, value stream mapping, 5 Whys, etc) through workshops and execution of initiatives 
• Excellent data and business analysis skills, able to complete detailed evaluations of structured and unstructured data to glean insights and drive improvements
• Strong problem solving, project management, and communication skills with ability to make compelling recommendations to cross-functional leaders that balance business objectives, constraints and risks 
• Capable of thriving under minimal supervision, bringing recommendations for future projects / investigations to Director of Operational Excellence and functional leaders without being specifically asked to do so
• Ability to build systems that are easily workable for teams and sustain improvement initiatives

• United States: AZ, FL, NC, IL, KY, MA, MI, NM, TN, and VA
• Canada: Province of Ontario