Captive Support Ops Lead: KPI Excellence

Captive Resources; Itasca (IL); Hybrid; USD 105,000 - 110,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Life and AD&D

Disability insurance

Job summary

Captive Resources in Itasca, IL, is seeking a Lead, Captive Support to drive operational excellence and develop a high-performing team. The role partners with leadership to implement process improvements, automation, and change initiatives while maintaining accountability and continuous improvement.

The ideal candidate has 5+ years in operations or service leadership, with at least 2 years of direct people management in a metrics-driven environment, demonstrating success with KPIs and SLAs.

Qualifications

• Bachelor's degree or equivalent experience.
• Five (5) or more years of operations or service leadership experience, including at least two (2) years of direct people management in a metrics-driven environment with demonstrated success improving operational performance through KPIs, SLAs, coaching, and continuous improvement.

Responsibilities

• Lead, coach, and develop a high-performing team through regular feedback, performance management, career development, and employee engagement.
• Establish clear performance expectations and hold team members accountable for productivity, quality, customer service, and SLA performance.
• Monitor operational metrics, analyze trends, identify root causes, and implement data-driven solutions that improve performance and operational efficiency.
• Oversee workload balancing, staffing priorities, resource planning, and capacity management to ensure consistent service delivery.
• Partner with leadership to implement process improvements, automation initiatives, operational reporting, and change management strategies.
• Champion operational maturity by standardizing processes, leveraging performance data to inform decisions, and fostering a culture of accountability, collaboration, and continuous improvement.
• Collaborate with Training & Development to onboard, train, and develop employees.

Skills

People Leadership

Operational Excellence

Data-Driven Decisions

Change Leadership

Communication & Collaboration

Strategic Problem Solving

Education

Bachelor's degree or equivalent experience

Job description

Captive Resources in Itasca, IL, is seeking a Lead, Captive Support to drive operational excellence and develop a high-performing team. The role partners with leadership to implement process improvements, automation, and change initiatives while maintaining accountability and continuous improvement.

The ideal candidate has 5+ years in operations or service leadership, with at least 2 years of direct people management in a metrics-driven environment, demonstrating success with KPIs and SLAs.