Senior Tools Support Specialist

Summary

Join our Trust Defense organization as a full-time Tools and Process Improvement Lead to protect, guide, and mobilize the creation of trust in our community and on our platform.

Requirements

• Master / Bachelor Degree in Engineering, or Science, (Engineering background is preferred)
• 10 years of experience in front office or back office operations related field with minimum 6 years experience in a process improvement in evaluating, implementing and managing tools and technologies
• Experience of driving continuous process improvement within an organization including development and implementation of strategies to optimize workflows and reduce operational bottlenecks
• A strong team player with high Initiative and demonstrated project management skills
• Strong data-driven analytical abilities and proven performance in operation problem-solving with strong experience in delivering quality assurance processes to maintain high standards of quality in back office operations as well as tools
• Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization
• Proven organizational and leadership skills to motivate and influence others positively to drive for results
• Ability to build strong relationships and partner with key stakeholders to build trust and influence at multiple levels within the organization
• Be able to manage multiple task simultaneously with minimal direction
• Proactive and autonomous
• Excellent verbal and written communication skills

Responsibilities

• Lead business requirements from Ops and communicate requirements to cross functional teams
• Facilitate discussion and influence system design, architecture and prioritization to get Ops requirements on the respective cross functional teams’ roadmap
• Collaborate with Product Management and other cross functional stakeholders including Engineering, Data Science, Data Analytics and Shared Services to drive alignment on overall business goals and requirements
• Facilitate identification of areas for inefficiencies/improvement and opportunities for innovation from Operational standpoint as well as market trends and competitive landscape geared towards improving customer experience and optimizing cost
• Be the Subject Matter Expertise on Technical Tools and Processes for Ops across all Trust domains and stay informed about industry trends, emerging technologies and competitive landscape
• Drive cross-functional project teams to ensure initiative goals deliveries are on budget and on schedule and act as a liaison to communicate and plan for any unplanned events across Trust Ops organization
• Lead, manage and facilitate the delivery, implementation and adoption of initiatives/programs by cross functional teams across internal and partner teams in Trust Operations organization
• Champion continuous improvement philosophy and drive adoption of Lean and Agile methodology culture in the organization through training, coaching/mentoring, and leading/managing/implementing continuous improvement projects
• Lead Performance Analysis by establishing Key Performance Indicators (KPIs) for each of the functional domains and effectively leverage data to measure success and identify areas of improvement
• Be a champion of data-driven decision making approach and culture to drive continuous performance improvement
• Manage a team of Operations Technical Specialists to drive Tools and Technical changes across all the operational lines
• Responsible for growth, coaching and mentorship of the Technical Specialist team