Senior Service Operations Analyst

Summary

Join Myriad360 as a Senior Service Operation Specialist and lead operational excellence initiatives. You will leverage Six Sigma methodologies to improve processes, conduct business analysis, and manage change. This role requires strong project management skills, cross-functional collaboration, and data analysis expertise. The ideal candidate possesses Six Sigma certification and 8+ years of relevant experience. Myriad360 offers a remote work environment, competitive compensation, and a comprehensive benefits package, including unlimited PTO and paid parental leave.

Requirements

• Six Sigma Certification (is a must)
• 8+ years of experience in project management, process improvement, or business analysis
• Proven success in leading cross-functional teams and delivering complex projects
• Expertise in implementing operational efficiencies in service-based environments
• Proficiency in process mapping tools (e.g., Visio, Lucid chart)
• Experience with project management software (e.g., MS Project, Jira, or Smartsheet)
• Strong analytical skills with advanced knowledge of Excel, Tableau, or Power BI
• Exceptional problem-solving and critical-thinking abilities
• Demonstrates the ability to drive change and maintain momentum, even in the face of challenges and setbacks
• Strong communication and stakeholder management skills
• Ability to work under pressure and adapt to changing priorities

Responsibilities

• Use Six Sigma tools and methodologies (such as Value Stream Mapping, SIPOC, and process flow diagrams) to document and map current processes, ensuring clear and accurate representations of workflows across the organization
• Apply Six Sigma techniques like statistical process control (SPC), control charts, and process capability analysis to measure process performance, identify bottlenecks, inefficiencies, and variations in key metrics
• Identify Improvement Opportunities: Utilize data-driven insights to identify process inefficiencies, defects, or areas where improvements could lead to increased efficiency, cost savings, or quality enhancements. Conduct root cause analysis using tools such as Fishbone diagrams or the 5 Whys
• Lead process redesign initiatives to improve service quality, reduce costs, and enhance customer satisfaction
• Monitor and measure outcomes of improvement projects to ensure sustained results
• Conduct comprehensive requirements gathering and data analysis to inform decision-making
• Translate business needs into actionable solutions by working closely with cross-functional teams
• Develop business cases and cost-benefit analyses to justify initiatives
• Evaluate the impact of process changes on business performance, track improvements, and provide regular reports to leadership, showcasing the effectiveness of implemented strategies
• Analyze best practices, business trends, and customer feedback to identify opportunities for growth, process optimization, and value creation
• Guide teams through process and system changes, ensuring minimal disruption
• Ensure that process improvements are embedded into standard operating procedures (SOPs) and business processes. Establish control plans to monitor improvements and prevent regressions
• Foster a culture of continuous improvement by mentoring colleagues and sharing best practices
• Distill complex improvement initiatives into a structured program with clearly defined sub-projects, overseeing multiple interlocking workstreams simultaneously to ensure alignment and successful execution
• Identify internal objectives that require cross-functional collaboration and lead the formation and management of teams or committees to achieve these goals
• Establish KPIs and track progress against goals
• Create detailed reports and dashboards for leadership to support strategic planning

Preferred Qualifications

• PMP
• Change Management (PROSCI)
• Automation experience (Power Automate, Automated Flows.)

Benefits

• Unlimited Paid Time Off (PTO)
• Paid Parental Leave
• Company-funded 401k contributions
• 100% employer covered individual & family health insurance plans provided
• Transparent, candid culture with 1:1 coaching, quarterly performance reviews, and a consistent feedback loop
• Team-building events