Senior Manager, Operational Excellence & Strategic Initiatives

Summary

Join Rightway as a Senior Manager and serve as the strategic right-hand to the Vice President of Navigation Service Delivery. You will oversee key programs and initiatives, driving strategic execution, operational efficiency, and quality outcomes. Lead projects, process improvements, integrations, and workforce optimization efforts, ensuring alignment with organizational goals. This role requires a Bachelor's degree, 8+ years of experience in operations, strategy, or project management (3+ years in leadership), and expertise in Lean, Six Sigma, or similar methodologies. The salary range is $90,000-$130,000/year. Rightway values diversity and inclusion and is an equal opportunity employer.

Requirements

• Bachelor’s degree
• Minimum of 8 years of experience in operations, strategy, or project management roles
• At least 3 years in a leadership position
• Demonstrated expertise in Lean, Six Sigma, or other process improvement methodologies
• Proven ability to manage complex projects and drive initiatives to successful completion
• Strong analytical, communication, and interpersonal skills, with the ability to influence stakeholders at all levels

Responsibilities

• Act as a trusted advisor to the Vice President, providing insights, analysis, and recommendations to support strategic decision-making
• Collaborate with senior leaders across Navigation Operations, Product, Client Success, and other departments to align initiatives in support of Navigation and corporate priorities
• Develop, implement, and monitor strategies that drive operational and commercial success, ensuring alignment with organizational goals
• Lead the planning, execution, and successful delivery of cross-functional projects and strategic initiatives, ensuring alignment with key objectives
• Collaborate with stakeholders to define project scope, objectives, timelines, and resource needs
• Monitor and report on project progress, addressing risks and issues proactively to ensure successful completion
• Facilitate better integration and alignment between Navigation functions, including Operations, Client Success, Implementation, Product, Data & Insights, and Marketing
• Oversee tactical projects such as client/partner integration mapping
• Partner with operations and analytics teams to design and implement dashboards and key performance indicators (KPIs) for Navigation Operations and associated functions
• Identify opportunities for process enhancements and lead the implementation of Lean and Six Sigma initiatives to drive efficiency and scalability
• Explore and apply new technologies, such as AI, to increase agent output and stabilize staffing needs
• Conduct root cause analyses and recommend solutions to improve quality, reduce costs, and enhance customer and client experiences
• Oversee staffing strategy and capacity planning, partnering with the Senior Manager, Navigation Service Delivery and Talent teams to ensure strategies meet volume demands and performance guarantees
• Support workforce planning and optimization initiatives to ensure teams are equipped to meet organizational goals and client service levels
• Oversee all aspects of quality, including member satisfaction, quality audits, and escalation management
• Develop protocols in collaboration with operations and client success teams to create a robust quality program
• Provide insights into agent performance and trends in client accounts to improve operations and client outcomes
• Prepare professional, concise presentations on projects and initiatives for the executive team
• Communicate complex ideas and project updates in a manner suitable for a C-suite audience. Translate complex ideas into digestible and actionable data points for frontline staff
• Represent the Vice President in presentations as needed
• Foster a culture of collaboration, accountability, and continuous improvement across teams
• Mentor and develop team members, building capacity for long-term organizational success

Preferred Qualifications

• Advanced degree (e.g., MBA, MHA)
• Experience with workforce optimization, quality frameworks, and KPI development

Benefits

$90,000-$130,000/yr