Program Manager - Operational Excellence.

Cimpress; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join an innovative organization that values quality and efficiency in workflow management. In this dynamic role, you will act as a key point of contact for managing both small and complex workflows, ensuring timely service delivery and fostering collaboration across teams. Your expertise in data analytics will drive insights into workflow performance, while your leadership will empower a diverse team to exceed expectations. This is an exciting opportunity to contribute to continuous improvement initiatives and enhance customer experience in a forward-thinking environment.

Qualifications

• Strong stakeholder collaboration and relationship management skills.
• Proficient in data analytics to identify trends and solutions.

Responsibilities

• Manage workflows to ensure efficiency and service quality.
• Conduct root cause analyses to address areas for improvement.

Skills

Stakeholder collaboration

Data analytics

Workload management

Conflict resolution

Communication skills

Decision-making

Job description

Role & Responsibilities

• Act as a point of contact (POC) for the workflow, managing 1 small/moderate and 2 complex or large workflows, with responsibilities for efficiency and service quality.
• Ensure the timely delivery of services within the workflow.
• Facilitate smooth information flow across all teams.
• Maintain and regularly update process documentation.
• Conduct process reviews to eliminate redundancies and reduce costs.
• Implement initiatives for continuous quality improvement.
• Maintain standard productivity levels and foster innovation for enhancements.
• Research new trends and technologies to improve quality and productivity.
• Collaborate on technology projects (e.g., Stitch-X, Cons app, File Review) to reduce efforts and improve quality.
• Develop operational reports and data points to provide insights into workflow performance promptly.
• Work effectively with business stakeholders to promote teamwork and lead workflow review meetings such as MBR and QBR.
• Manage service delivery during peak seasons by creating and executing readiness plans.
• Support the incubation and rollout of new processes or workflows.
• Support initiatives aimed at improving work methods (e.g., CI Freelancer).
• Implement systems and processes to achieve 100% conformance to customer requirements.
• Conduct root cause analyses (RCAs) for challenges and collaborate with stakeholders to address areas of improvement.
• Drive innovation within workflows and the organization for process improvements and better customer experience.
• Contribute to the development and implementation of operational expenditure (OPEX) strategies.
• Create evaluation methods to assess program strengths and identify areas for improvement.

Leadership & Team Management

• Promote transparency and enthusiasm regarding the company's vision and mission.
• Manage a diverse team of 8-10 SMEs and 1-2 Program Leads.
• Coach and mentor program leads to achieve outstanding performance.
• Support team members' skill development through feedback, coaching, and learning opportunities.
• Help individuals and teams overcome impediments to exceed expectations.

Preferred Candidate Profile

• Stakeholder collaboration and relationship management skills.
• Proficiency in data analytics to identify issues, trends, and solutions.
• Effective workload management and prioritization skills.
• Conflict resolution abilities.
• Excellent communication skills.
• Timely and effective decision-making capabilities.