Senior Operational Excellence Lead (Remote, PTO + Benefits)

Welcome Pickups; Kentucky; Hybrid; USD 95,000 - 130,000; Full time

Benefits offered by this job

Vibrant environment

WFH policy

Tools provided

L&D personal budget

Private Insurance Plan

+4 PTO days annually

Join next big thing

Job summary

Welcome Pickups is seeking a Senior Operational Excellence Specialist to drive improvements in traveler experiences, focusing on pre-arrival communication, pickup clarity, meet-and-greet, driver readiness and service recovery. You will diagnose issues, design fixes, pilot them, roll them out, and measure impact with cross-functional teams.

The role requires 5+ years in operational excellence or related fields, strong process design skills, and hands-on analytics ability.

Qualifications

• 5+ years of relevant experience in operational excellence, customer or traveler experience, service design or business operations.
• Proven track record of independently leading initiatives across teams from diagnosis to rollout.
• Strong process and service-design skills connecting traveler needs with practical workflows.

Responsibilities

• Map traveler journey and identify recurring friction from complaints, reviews and data.
• Design service improvements with explicit standards and exception paths.
• Lead pilots from scoping to evaluation with clear success measures.
• Plan rollout including user acceptance testing, training and playbooks.
• Define baselines and measure changes with analytics teams.

Skills

Operational excellence

Traveler experience

Process design

SQL/Analytics

Tools

SQL

Job description

Welcome Pickups is seeking a Senior Operational Excellence Specialist to drive improvements in traveler experiences, focusing on pre-arrival communication, pickup clarity, meet-and-greet, driver readiness and service recovery. You will diagnose issues, design fixes, pilot them, roll them out, and measure impact with cross-functional teams.

The role requires 5+ years in operational excellence or related fields, strong process design skills, and hands-on analytics ability.