Senior Operational Excellence Manager
$81,000–$105,000 year
Hybrid · North Bethesda, Maryland, United States
Job Summary
Senior Operational Excellence Manager to analyze operational and customer service data, identify inefficiencies, and translate insights into actionable improvements. Partners with Customer & Partner Support, Partner Network Management, and other operational teams to drive scalable process improvements, create standards, and enhance efficiency, customer and partner satisfaction, and financial performance. Responsibilities include data analysis of operational metrics and customer experience data, identifying high-impact improvement opportunities, developing and presenting evidence-based recommendations to leadership, leading implementation with frontline teams, defining and tracking KPIs, and providing change management to ensure adoption. Design and implement standardized procedures, introduce tools and automation to reduce waste, and foster cross-functional collaboration across Customer Service, Partner Support, Product, Engineering, and Operations. Required skills include advanced proficiency with Excel/Sheets, SQL, BI dashboards (Looker, Tableau, Power BI), CRM/ticketing platforms (Zendesk, Salesforce, Freshdesk), strong communication, and experience in SaaS/marketplace or partner-led businesses.
Required Qualifications
- 7+ years of experience in operations, customer experience, business analysis, or related fields
- Proficiency in Excel/Google Sheets, SQL, BI dashboards ( Looker, Tableau, Power BI, etc.)
- Strong understanding of customer and partner support workflows and metrics
- Experience with CRM/ticketing platforms (e.g., Zendesk, Salesforce, Freshdesk)
- Background in SaaS, marketplace, or partner-led businesses
- Exceptional communication and stakeholder management skills
- Ability to work independently and manage multiple initiatives in a fast-paced environment
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