Manager of Operational Excellence

Arakelian Enterprises Inc; California (MO); On-site; USD 120,000 - 145,000; Full time

Benefits offered by this job

Competitive wages

Comprehensive benefit package

401(k)

Life Insurance

Paid Vacation and Sick Time

Recognition programs

Professional development learning

Job summary

Arakelian Enterprises Inc is seeking an Operational Excellence (OpEx) Manager to drive initiatives enhancing operational efficiency and customer experience. This role involves optimizing processes and fostering collaboration to deliver exceptional customer journeys.

The ideal candidate should have a Bachelor's degree, operations excellence experience, and over 5 years in customer service management. Competitive benefits including medical, dental, 401(k), and professional development opportunities are offered.

Qualifications

• 5+ years of experience in customer service management.
• Demonstrated success in implementing customer service strategies.
• Experience in Operations Excellence, Six Sigma, or Lean methodologies.

Responsibilities

• Collaborate with the OpEx team to align service excellence standards.
• Mentor CX department leaders in continuous improvement.
• Establish and monitor performance metrics for operational efficiency.
• Identify and improve customer service processes using data analysis.
• Lead and develop a high-performing customer service team.

Skills

Analytical skills

Problem-solving

Communication

Interpersonal skills

Cross-departmental collaboration

Education

Bachelor’s degree in Business Administration or related field

Operations Excellence certification

Job description

Summary

The Operational Excellence (OpEx) Manager is responsible for driving transformative initiatives that enhance operational efficiency and elevate the Customer Experience (CX). This role will focus on optimizing standard operating procedures, streamlining processes, and fostering seamless cross‑functional collaboration to ensure a consistently exceptional customer journey. By championing a white‑glove, high‑touch service approach, the OpEx Manager will implement strategies that align with organizational goals and customer satisfaction benchmarks. The ideal candidate has a strategic mindset, a commitment to continuous improvement, and a passion for delivering outstanding service.

Key Responsibilities

• Collaborate with the OpEx team and other key departments to align on service excellence standards.
• Mentor CX department leaders in continuous improvement and lean methodologies, fostering a culture of ongoing process improvement.
• Establish and monitor performance metrics to ensure high operational efficiency and quality standards.
• Identify and address opportunities for improvement within customer service processes, using data analysis to streamline operations and enhance the customer experience.
• Design and implement strategies to deliver exceptional, personalized service across all customer interactions.
• Develop and track KPIs to assess the effectiveness of our white‑glove approach, working with CX leaders to make adjustments that drive higher customer satisfaction.
• Partner with other departments to align on customer service goals, initiatives, and quality standards.
• Identify and address inter‑department friction costs and failure points that lead to service failures.
• Work closely with the Customer Experience Director and CX Managers to drive improvements and share best practices across teams.
• Lead, mentor, and develop a high‑performing team focused on delivering outstanding customer service.
• Conduct regular training sessions to upskill team members in customer service best practices and operational excellence.
• Gather and analyze customer feedback to identify trends and areas for improvement.
• Prepare and present reports to senior management on customer satisfaction metrics, operational performance, and process improvements.

Qualifications

• Bachelor’s degree in Business Administration, Customer Service Management, or a related field.
• Additional certifications or advanced degrees in relevant disciplines may be advantageous.
• Operations Excellence, Six Sigma, Lean background with experience completing projects using continuous improvement methodology.
• 5+ years of experience in customer service management.
• Demonstrated success in implementing customer service strategies and enhancing service quality.
• Strong analytical, problem‑solving, and decision‑making skills.
• Excellent communication and interpersonal abilities, with a collaborative, cross‑departmental approach.

Salary Range: $120,000 - $145,000

Benefits

• Competitive wages
• Comprehensive benefit package: Medical, Dental, Vision
• 401(k)
• Life Insurance
• Paid Vacation and Sick Time
• Career plan
• Recognition programs
• Professional development learning

Athens will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws.

EEO/M/F/disability/veteran