Manager, Operational Excellence & Center Performance

Kibbi Technologies Inc.; Vancouver; Hybrid; CAD 88,000 - 138,000; Full time

Benefits offered by this job

Hybrid work schedule

Company share ownership program

Incentive plans

Job summary

Definity is seeking a Manager, Operational Excellence and Centre Performance to lead continuous improvement across NBS and DCC contact centre operations. You will build and execute a productivity strategy, apply Lean methodologies, and drive automation projects to boost efficiency and service quality.

The role requires 7–10 years in process improvement or related leadership, with strong executive communication and a collaborative cross-functional approach.

Qualifications

• Bachelor’s degree in business, operations management, or a related field.
• 7–10 years of experience in process improvement, management consulting, and/or project management.
• Leadership experience in operational excellence roles (5+ years).
• Lean Six Sigma certification desirable (Green Belt or higher).
• Ability to coordinate with multiple business units to drive shared services goals.

Responsibilities

• Develop and execute an Operational Productivity Strategy and Continuous Improvement roadmap aligned to NBS and DCC priorities.
• Apply Lean methodologies to optimize contact centre processes and improve service quality and efficiency.
• Lead process automation initiatives to reduce manual effort and enhance operational effectiveness.
• Foster a culture of continuous improvement by educating teams and identifying process inefficiencies.
• Collaborate with cross-functional teams to drive transformation initiatives balancing customer experience with efficiency.
• Support contact centre system enhancements to improve performance and user experience.
• Track project progress, manage risks, and provide status updates to leadership.
• Identify cost-saving opportunities through operational analysis and optimization.

Skills

Process improvement

Project management

Leadership

Executive communications

Lean Six Sigma (Green Belt)

Education

Bachelor’s degree in business/ops mgmt

Job description

Definity is seeking a Manager, Operational Excellence and Centre Performance to lead continuous improvement across NBS and DCC contact centre operations. You will build and execute a productivity strategy, apply Lean methodologies, and drive automation projects to boost efficiency and service quality.

The role requires 7–10 years in process improvement or related leadership, with strong executive communication and a collaborative cross-functional approach.