Director of Operational Excellence

Director of Operational ExcellenceThe Business Process Optimization Manager provides managerial and operational leadership for continuous improvement, data-informed decision support, and organizational alignment within the Franklin Business Services Office (FBSO). The position supervises two professional-level staff and provides functional and project leadership across FBSO teams. Working within delegated authority and in coordination with the Sr. Director, the Manager establishes operational standards and performance measures; leads analysis, process design, and implementation of approved improvement initiatives; and develops recommendations regarding business processes, technology, staffing, and resource allocation. The position translates approved priorities into measurable work plans, monitors operational performance, and coordinates cross-functional execution to improve efficiency, service quality, controls, and organizational effectiveness.Knowledge, Skills, Abilities and/or Competencies - Proficiency in technological solutions for Process documentation and project management tracking & includes but is not limited to Microsoft Office products and tools, including Power Automate and Power BI. Experience in project management; demonstrating ability to define project scope, objectives, and deliverables; lead cross-functional teams and committees, foster collaboration, and update stakeholders with status reports. Excellent interpersonal, written, and verbal communication skills to interact with a variety of personalities at all levels; exercising tact, confidentiality, sound judgment, diplomacy, and flexibility to promote positive working relationships and job effectiveness. Substantially developed interpersonal and teamwork skills to successfully work with diverse groups in an academic environment. Demonstrated ability to coordinate and manage multiple competing projects in an organized, efficient manner by prioritizing tasks to meet deadlines. Ability to act independently and exercise sound judgment with sensitivity to identify matters that require higher-level management consultation. Proficiency in process analysis. Strong analytical and problem-solving skills. Solid knowledge of processes, protocols, and procedures with a focus on budget, account and fund management and personnel/position management. Demonstrated experience performing complex analyses involving programmatic and fiscal considerations, developing action plans, and independently exercising sound judgment within delegated authority, including identifying matters that require Sr. Director consultation or approval.Duties/Responsibilities - Operational Leadership & Change Management Provide operational leadership by aligning Franklin Business Services Office (FBSO) processes, resources, and improvement initiatives with Sr. Director-approved priorities and College goals; establish operational standards, manage implementation, and monitor performance to support sustainable and effective operations. Contribute operational analysis and recommendations to the Sr. Director's long-term planning for FBSO and lead implementation of approved strategies and initiatives within assigned areas of responsibility. Lead implementation of approved organizational change initiatives across FBSO teams, coordinating work plans, stakeholder engagement, and operational transitions in response to evolving business requirements, regulations, and technologies. Promote continuous improvement and innovation by engaging FBSO staff in identifying operational problems, evaluating alternatives, and testing approved solutions. Assess emerging operational needs, risks, and opportunities and provide recommendations to the Sr. Director to support longer-term planning and organizational resilience. Translate approved FBSO short- and long-term objectives into operational plans, performance measures, project deliverables, timelines, and cross-functional assignments, with Sr. Director approval where required. Design and recommend business improvement initiatives across FBSO functional areas; upon Sr. Director approval and prioritization, lead implementation, monitor results, and recommend adjustments. Lead process design and solution architecture for approved process improvement projects to improve quality, strengthen controls, reduce cost or cycle time, and increase productivity and customer service. Interpret and analyze operational, financial, workforce, and process-performance data to support process improvement recommendations and implementation decisions. Monitor process performance and measure success using process maps, dashboards, tables, and other reporting tools; communicate results and recommend corrective actions. Lead development and execution of change management plans for assigned and approved initiatives, coordinating stakeholder communication, training readiness, adoption, and post-implementation follow-up. Represent FBSO on external and central process improvement committees and coordinate participation of appropriate FBSO leadership and subject-matter experts.Duties/Responsibilities - Data-Driven Decision Support Lead FBSO data and decision-support activities by coordinating the collection, validation, analysis, and visualization of operational, financial, sponsored-project, workforce, and process-performance data for FBSO and College leadership. Establish and maintain FBSO operational performance measures, reporting standards, dashboards, and data definitions for functions including finance, contracts and grants, budget and fund management, personnel/position management, and business process improvement. Conduct complex analyses, risk assessments, and trend evaluations to identify process inefficiencies, service gaps, control risks, workload pressures, and emerging operational issues; translate findings into actionable recommendations for the Sr. Director and FBSO leadership. Evaluate key indicators such as budget and fund activity, contracts and grants workload, staffing and position data, transaction volumes, service levels, enrollment-related workload, and process performance to support planning and management decisions. Monitor the effectiveness of approved process improvement initiatives through dashboards, comparative trend analysis, and other performance measures; communicate results, variances, risks, and corrective-action recommendations to leadership. Develop data-supported business cases and recommendations for changes to business processes, technology, staffing, and resource allocation; present recommendations to the Sr. Director and other FBSO leaders for prioritization and approval.Duties/Responsibilities - Organizational Alignment & Cohesion Provide day-to-day managerial direction to two professional-level direct reports by establishing work expectations, assigning and reviewing work, coaching staff, coordinating workload, and ensuring deliverables meet FBSO service and quality standards. Translate Sr. Director-approved FBSO priorities into actionable cross-functional work plans, project scopes, performance measures, timelines, and accountable deliverables across finance, contracts and grants, budget and fund management, personnel/position management, and process improvement activities. With Sr. Director approval, assign project responsibilities across FBSO teams and coordinate multi-team resources; monitor progress, resolve operational dependencies within delegated authority, and escalate issues requiring leadership decisions. Establish operational standards and, with Sr. Director approval, modify FBSO business processes to promote consistent practices, appropriate controls, service quality, and efficient use of resources across functional areas. Lead redesign and implementation of approved project cycles and business workflows, including process analysis, mapping, scope definition, planning, scheduling, documentation, and post-implementation evaluation. Coordinate stakeholder communication and change-readiness activities for FBSO improvement initiatives; in partnership with the Training Coordinator and functional leaders, ensure affected staff understand new processes, technologies, roles, and performance expectations. Identify cross-functional barriers, process gaps, and technology needs; develop recommendations for process or technology changes and resource allocation for consideration by the Sr. Director, and lead execution once approved.Duties/Responsibilities - Employee Engagement & Culture Building Foster a culture of transparency, trust, accountability, and inclusion by engaging FBSO employees in operational improvement discussions and soliciting input on changes that affect their work. Communicate the rationale, expectations, and operational impact of approved decisions and process changes to build understanding, ownership, and engagement. Manage the performance and professional development of two professional-level direct reports through goal setting, workload management, coaching, regular feedback, development planning, and accountability for service and performance standards.