What You'll Do
Architect and deploy a unified operating model that standardizes processes across offshore functions—from initial intake through execution, quality assurance, escalation handling, and reporting. Establish clear accountability structures using frameworks like RACI to define ownership for key business processes at multiple tiers.
Develop comprehensive documentation for standard operating procedures, service-level agreements, data inputs and outputs, and performance indicators to ensure consistency and transparency. Identify workflows reliant on individual expertise or undocumented knowledge, and redesign them to be repeatable and scalable.
Implement tracking systems to monitor SLA compliance across throughput, quality, and cycle time, and lead efforts to reengineer processes when performance gaps arise. Create executive dashboards that deliver real-time insight into operational performance, resource capacity, and risk exposure. Collaborate across teams to optimize workflows, enabling growth without linear increases in staffing.
Champion change management initiatives to ensure new processes are adopted, maintained, and resilient to turnover or scaling pressures.
Requirements
- 5–10 years of experience in process improvement, business operations, shared services, or operating model design
- Proven ability to standardize and scale offshore or distributed teams and processes
- Track record of defining, measuring, and managing SLAs in fast-paced, execution-focused environments
- Strong systems-thinking skills with the ability to design integrated, end-to-end workflows
- Experience eliminating bottlenecks caused by person-specific knowledge or dependencies
- Excellent analytical capabilities and the ability to communicate complex operational data clearly to leadership
- Skilled at influencing cross-functional stakeholders without direct authority
Preferred Qualifications
- Experience working in regulated, compliance-heavy, or audit-sensitive industries
Benefits
- Employer-paid group health coverage for employees and dependents
- 401(k) or equivalent retirement plan with employer match
- Flexible paid time off policy
- Company-wide in-person gatherings
- Home office stipend
- Additional benefits available based on location
