Senior Operational Excellence Lead — Remote

ClearCaptions, LLC.; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

ClearCaptions, LLC. is seeking a Sr. Operational Excellence Analyst to drive transformative improvements in our Customer Experience operations.

You will lead cross-functional initiatives, apply Lean Six Sigma and Agile methods, and guide data-driven decision making. This remote role reports to the Director of Operational Excellence and requires mentoring teams, building scalable processes, and delivering measurable business impact across contact center operations and customer experience.

Qualifications

• Bachelor’s degree in Business, Operations, Industrial Engineering, or related field.
• 7+ years of progressive experience in operations, process excellence, or strategy roles supporting contact centers or customer operations.
• 3+ years leading large cross-functional initiatives with enterprise impact.
• Proven expertise in operational diagnostics, root cause analysis, and design thinking.
• Demonstrated experience influencing senior leaders and facilitating high-stakes meetings.
• Advanced proficiency in Excel, Tableau (or equivalent BI tools), and process mapping software.
• Strong business acumen, strategic thinking, and ability to drive decisions in ambiguity.

Responsibilities

• Act as a senior lead for high-complexity, cross-functional projects focused on operational innovation and transformation.
• Serve as a key advisor to CEX leadership on best practices, operational risk, and change strategy.
• Lead large-scale process improvement initiatives leveraging Lean, Six Sigma, and Agile methodologies.
• Mentor and coach Operational Excellence Analysts and stakeholders to strengthen continuous improvement capabilities.
• Architect and implement scalable, standardized processes and governance frameworks across customer operations.
• Drive enterprise-wide process documentation, SOP development, and compliance assurance.
• Perform advanced data analysis using BI tools to identify root causes, performance trends, and improvement opportunities.
• Develop executive dashboards and storytelling insights to inform strategic decision-making.
• Collaborate with KPIs team to define and evolve metrics supporting operational and customer success goals.
• Manage enterprise-wide programs including technology integrations, workforce optimization, and customer experience redesign.
• Own project lifecycles from discovery through implementation and post-launch evaluation.

Skills

Lean Six Sigma

Tableau

Process mapping

Excel

Data analysis

Storytelling with data

Change leadership

Education

Bachelor’s degree in Business/Operations/Industrial Engineering

Master’s degree preferred

Tools

Tableau

Lucidchart

Visio

MS Office

Salesforce CRM

RingCentral

InContact

MS Teams

Job description

ClearCaptions, LLC. is seeking a Sr. Operational Excellence Analyst to drive transformative improvements in our Customer Experience operations.

You will lead cross-functional initiatives, apply Lean Six Sigma and Agile methods, and guide data-driven decision making. This remote role reports to the Director of Operational Excellence and requires mentoring teams, building scalable processes, and delivering measurable business impact across contact center operations and customer experience.