Senior Director, Process Improvement - Global Operations

The Role:

The Senior Director Process Improvement - Global Operations is a strategic leadership role responsible for driving transformative change across the entire organization. This leader will establish a centralized, data-driven methodology for identifying, prioritizing, and executing initiatives that streamline efficiency, reduce operating costs, and significantly improve the member experience (CX). Reporting directly to the VP, Operations Transformation, this role requires a proven change agent who can blend deep expertise in process frameworks (like Lean and Six Sigma) with strong executive partnership and team mentorship.

What you’ll do: 

• Establish the Operational :  Design, implement, and govern a formal Operational Excellence (OpEx) framework, policies, and standards that are deployed consistently across all core business units.
• Pipeline & Prioritization: Create a standardized system for collecting, quantifying the ROI of, and prioritizing improvement opportunities, ensuring alignment with top-level organizational goals and maximizing cost per unit/ employee. 
• Cross Functional Partnership: Serve as the trusted advisor to senior leaders and executive leadership, presenting clear, data-backed strategic roadmaps for process transformation and managing stakeholder expectations across multi-year initiatives.
• Change Management: Lead large-scale organizational change management efforts, ensuring the adoption and sustainment of new processes, technologies, and organizational structures.

Service Engineering & Process Improvement

• Service Engineering: Lead the technical process improvement function, conducting detailed reviews using a "Diagnostic and Simplification Framework".
• Process Re-engineering: Focus on efficiency, automation, and demand reduction. Directly sponsor and lead the most complex, high-impact end-to-end process mapping and re-engineering projects.
• Technology Integration: Partner with Technology, Product and Business Intelligence teams to ensure that process solutions leverage automation (RPA/AI) and existing systems effectively, guiding the build-out of necessary technical capabilities.

Project Management 

• Lead Complex Initiatives: Directly sponsor and lead the most complex, high-risk, and high-impact end-to-end process mapping and re-engineering projects, often spanning multiple departments.
• Measure & Validate Results: Implement robust tracking mechanisms to measure the financial and operational benefits (cost savings, time reduction, quality improvement) of every project, ensuring results are realized, verified, and reported transparently.
• Project Management: Lead the Project Management Office (PMO), responsible for organizing, managing, and ensuring the timely execution of all cross-functional transformation projects.

Operational Performance Management 

• Performance Management: Lead the Performance Management function48. Establish the methodology for all performance metrics, weightings, and scorecards, ensuring metrics are driving the appropriate agent and leader behaviors.
• Measure & Validate Results: Implement robust tracking mechanisms to measure the financial and operational benefits (cost savings, time reduction, quality improvement) of every project, ensuring results are realized and verified.

People Leadership & Capability Building

• Recruitment & Mentorship: Recruit, train, and develop a high-performing team of Process Improvement Managers, Black Belts, and Analysts.
• Capability Development: Drive continuous learning by developing and delivering internal Lean/Six Sigma training programs to cultivate a culture of process ownership and continuous improvement across the enterprise.
• Best Practice Adoption: Benchmark best-in-class OpEx practices within the industry and integrate proven methodologies (e.g., Lean, DMAIC, process mining) into the company's operating rhythm.

What you’ll need:

• Minimum of 10+ years of progressive experience in process improvement, management consulting, operational leadership, or business transformation, with at least 5 years spent leading high-performing OpEx teams.
• Certification: Lean Six Sigma Black Belt Certification (Master Black Belt preferred) is mandatory.
• Financial Acumen: Proven ability to define and quantify the financial impact (ROI, NPV) of improvement projects, managing a portfolio of initiatives that collectively deliver significant annual cost savings.
• Communication & Influence: Exceptional written and verbal communication skills, with demonstrated success influencing executive-level stakeholders without formal authority.
• Methodology Expertise: Deep hands-on experience applying quantitative analysis, statistical process control, root cause analysis, and design thinking to solve complex business problems.
• Technology Proficiency: Expertise in process mapping tools and familiarity with data analysis platforms (e.g., Tableau, SQL) and process mining software (e.g., Celonis, UiPath Process Mining).

Nice to have:

• Master’s degree (MBA, MS in Engineering, or related field).
• Experience in the [Fintech, Financial Services, or specific relevant industry] sector, managing high-volume transaction or service operations.
• Direct experience leading the implementation of intelligent automation solutions (RPA, AI/ML) as part of a larger process redesign effort.
• Proven success managing and reporting on a process improvement pipeline generating over $5 million in annual realized savings.