Job details

Sr. Director of Operational Excellence

Overview:

The Director of Operational Excellence will be responsible for leading the company's efforts to improve the efficiency and effectiveness of program operations to provide better outcomes for members, field personnel, and customers. They will oversee all operational logistics, reporting, and data quality, manage daily back-end operations and lead a team of operations specialists. This individual will work closely with department leaders to identify areas for improvement and develop and implement strategies to optimize processes. They will implement a lean process design to reduce the cost and complexity of running our programs, eliminating time spent on activities that don’t add value for customers. The ideal candidate will have a strong background in operations management, with experience in back-end operations, logistics, reporting, scheduling, etc., for on-the-ground programs.

Company Overview

At Wider Circle, we connect neighbors for better health. Wider Circle's groundbreaking Connect for Life® program brings neighbors together in-person and online for health, wellness, and social activities that improve mental and physical health. We create webs of community circles by employing local and culturally competent engagement specialists whose hand-on-hand approach to forming trusted circles is informed by a sophisticated analytics platform. We are on a mission to make the world a better place for older adults and disadvantaged communities.

Responsibilities

Drive operational effectiveness and scalability of key processes, including event scheduling, member grouping, reporting, data management, client expansion and new client implementation.
Monitor and manage daily operations, tracking scheduling, detail mapping, and event efficiency for deviations from expected results.
Collaborate with department leaders to identify and prioritize opportunities for improvement and develop and implement action plans to address these opportunities
Review current back-end operations policies and operating procedures, develop changes to enhance efficiency, and work with other directors to implement new policies and procedures.
Monitoring and measuring the impact of operational improvement initiatives and providing regular updates to senior leadership on progress and results.
Partnering with field operations to improve overall service delivery of programs and products
Identify and implement new technologies and tools to support operational excellence efforts, and work with the technology team to ensure that these tools are integrated seamlessly into the organization's operations.
Develop and implement programs to educate staff on best practices for operational excellence and ensure that staff have the skills and knowledge they need to support these efforts.
Develop and implement new data reports and dashboards for managers to review performance and manage department KPIs
Drive development of standard operating procedures across the organization to ensure consistency and compliance.
Create recommendations and process improvements for new programs and test new products that improve operations and service delivery

Requirements

Bachelor's degree in business administration, operations management, or a related field; Master’s degree preferred
7+ years of experience in operations management, with experience in the healthcare industry
Strong analytical and problem-solving skills, with the ability to identify areas for improvement and develop effective solutions
Excellent communication and leadership skills, with the ability to influence and motivate others, and to manage remote teams
Knowledge of best practices for operational excellence; Lean, Six Sigma, and/or project management certification preferred
Tableau and Salesforce experience a plus

Benefits

As a venture-backed company, Wider Circle offers competitive compensation, including: