Senior Manager Operational Excellence

Senior Manager Operational Excellence

Corporate Headquarters - Phoenix, AZ

Overview

Position Type Full Time

Description

CRS is a Phoenix-based company that helps insured families recover after unexpected home damage (fire, water, storm, earthquake, etc.) by providing temporary housing and relocation support. Working closely with insurance carriers, CRS manages everything from emergency hotel stays to long term housing, furniture, and necessities. In addition to housing placement services, we also streamline the repair and restoration process for damaged homes by tapping into our national network of general contractors. Since 1989, the company has built a reputation for reliability and world class, compassionate customer care powered by a team of professionals dedicated to supporting people during critical moments. Our goal is to make a difficult situation easier by coordinating housing solutions that fit the policyholder's needs while also working within the guidelines of their insurance coverage.

Our office is in North Phoenix, off the North 101 Loop and 19th Ave. in Deer Valley.

As part of our commitment to a safe and trusted workplace, CRS requires all new hires to complete a pre-employment background check and drug screening.

CRS is an equal opportunity employer. We hire, develop, and promote individuals based on job-related qualifications and abilities. We offer a welcoming and inclusive environment in service to one another, our diverse clients, and the communities we call home. We do this with kindness, empathy, and respect for each other.

About the Role

CRS operates a high-volume business under carrier service commitments while continuing to expand into new service lines. The Senior Manager, Operational Excellence owns the health of the operational process itself, ensuring that the systems, workflows, and performance metrics driving the business are measurable, documented, scalable, and continuously improving.

This role serves as the strategic and analytical right hand to the EVP of Operations. The successful candidate identifies where the organization is losing time, money, or quality, proves root causes through data, and drives sustainable improvements through the leaders who own the work. The ideal candidate combines process engineering and operational excellence expertise with strong financial acumen, including the ability to interpret income statements and quantify business impact. Excellent communication and influencing skills are required to drive change across senior leadership teams.

• Training: approximately 90 days, Monday–Friday, 8:00 AM – 4:30 PM (in-office).
• Schedule: Monday–Friday, 8:00 AM – 4:30 PM
• Hybrid: Eligible after 3-month training period, 1 day in office, 4 days remote per week
• Benefits: Full benefits and 401k match available
• Computer, phone, and peripheral equipment will be provided.
• Compensation: Salary determined by factors including job-related skills, experience, and relevant education or training.

Duties/Responsibilities:

Process Design & Operational Excellence

• Build and maintain end-to-end operational process maps that document how work flows from claim assignment through placement, extension, and closure.
• Design scalable processes for new lines of business and establish readiness criteria before growth and expansion.
• Identify bottlenecks, process breakdowns, and operational risks before they significantly impact performance.
• Evaluate efficiency, scalability, standardization, and automation opportunities across the organization.

Analytics & Root Cause Investigation

• Own process-health metrics including cycle time, SLA adherence, staffing efficiency, productivity, rework, and exception rates.
• Establish baseline performance measures and monitor trends to distinguish meaningful operational issues from normal variation.
• Conduct data-driven root cause investigations that move from symptoms to systemic causes.
• Quantify operational and financial impacts of issues, provide evidence-based recommendations, and communicate findings to senior leadership.
• Analyze operational and financial data, including income statements and performance metrics, to identify opportunities for improvement.

Leadership & Continuous Improvement

• Partner with Operations Directors and business leaders to implement process improvements and verify that changes achieve lasting results.
• Build business cases for improvement initiatives, including cost, risk, timeline, and return-on-investment analysis.
• Serve as a trusted advisor to executive leadership by pressure-testing proposals and identifying operational implications before they become business issues.
• Maintain a prioritized improvement backlog aligned with company objectives and strategic priorities.

Technology Partnership

• Define business requirements for process improvements and automation initiatives.
• Partner with Technology teams on solutions that require system changes or long-term support.
• Own the business problem and process design while partnering with Technology for scalable implementation and ongoing sustainability.

Desired Qualifications and Skills:

• Excellent written and verbal communication skills.
• Strong problem-solving skills with a proactive and innovative focus.
• Must demonstrate accuracy, attention to detail, and excellent organization skills.
• Strong ability to multitask. Sense of urgency and deadline oriented.
• Ability to demonstrate compassion and handle sensitive information.
• Proficient with Microsoft Office Suite (Outlook, Word, Excel, etc.)
• Strong process engineering mindset with demonstrated success improving operational performance.
• Ability to read and interpret financial statements, including income statements, and understand the financial impact of operational decisions.
• Advanced Microsoft Excel skills with the ability to perform independent, data-driven analysis.
• Experience conducting complex root-cause investigations and developing evidence-based recommendations.
• Exceptional communication, presentation, and influencing skills with the ability to drive change at senior leadership levels

Strong Candidates Will Possess:

• Bachelor's Degree in: Engineering, Business, Finance, Operations Management, Industrial Engineering, Analytics, or a related field.
• 5+ years of experience in Operational Excellence, Process Improvement, Process Engineering, Industrial Engineering, Analytics, or a related discipline.