Director, Operational Excellence

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Director, Operational Excellence

COO Full Time Management Pikesville, MD, US

Salary Range: $140,000.00 To $160,000.00 Annually

Who We Are:

At Lumelight, we're helping employers, brokers, and third-party administrators navigate the increasingly complex world of benefits administration and compliance. As a growing organization, we combine expertise, technology, and service to deliver solutions that make a meaningful impact on our clients.

We're looking for an experienced Director of Operational Excellence who is excited to contribute to a high-performing team and help support our continued growth.

This is an opportunity to shape how Lumelight measures, manages, and improves its operations. The Director of Operational Excellence will create the foundation that helps leaders make better decisions, teams work more effectively, and the organization scale while maintaining high standards for quality and client service.

We are hiring for a Director, Operational Excellence:

The Director, Operational Excellence will lead the development of the systems, metrics, processes, and governance needed to strengthen operational performance and support Lumelight’s continued growth.

Reporting to executive leadership and partnering closely with leaders across the organization, this role will serve as the steward of Lumelight’s operational management system. The Director will equip teams with the performance insights, standardized practices, and structured problem-solving capabilities needed to effectively manage capacity, quality, productivity, and client outcomes.

This leader will play a key role in advancing Lumelight from intuition-based decision-making toward a more consistent, scalable, and data-driven operating model.

Performance Management and Operational Insights

• Develop and maintain operational KPI frameworks across business units.
• Establish meaningful measures for cost per service, turnaround time, capacity, utilization, productivity, quality, and service delivery.
• Design dashboards and reporting tools that provide leaders with timely, actionable visibility into operational performance.
• Analyze performance data to identify trends, risks, opportunities, and areas for improvement.
• Translate complex data into clear recommendations that improve efficiency, quality, capacity, scalability, and client outcomes.
• Partner with business leaders to establish performance targets, review cadences, and accountability mechanisms.

Capacity Planning and Resource Management

• Develop capacity-planning models and forecasting processes that align staffing and resources with business demand.
• Partner with leaders to improve staffing, scheduling, and resource-allocation decisions.
• Support the effective management of shared, seasonal, and cross-functional resources.
• Improve visibility into workload demand, staffing requirements, resource utilization, and operational constraints.
• Identify emerging capacity risks and recommend proactive solutions.

Operational Excellence and Continuous Improvement

• Lead structured problem-solving efforts to identify the root causes of performance, quality, capacity, and workflow challenges.
• Identify operational bottlenecks, process gaps, and opportunities for standardization or automation.
• Facilitate cross-functional improvement initiatives from discovery through implementation.
• Design and implement sustainable solutions that improve efficiency, scalability, quality, and client outcomes.
• Establish measures to evaluate results and ensure improvements are realized and sustained.
• Build continuous-improvement capabilities throughout the organization by introducing practical tools, methodologies, and operating disciplines.

Governance, Standards, and Adoption

• Establish operational standards, methodologies, and best practices.
• Develop and maintain process documentation, standard operating procedures, and management tools.
• Promote consistent operational governance across business lines.
• Drive adoption of standardized metrics, processes, and performance-management practices.
• Partner with leaders and teams to embed new ways of working and support lasting organizational change.

Mergers, Acquisitions & Integration

• Support day-to-day execution of acquisition integration activities across the enterprise.

Measures of Success

Success in this role will be reflected through:

• Increased adoption and consistent use of operational KPIs across business units.
• Improved accuracy of capacity and resource forecasts.
• Improved turnaround times, service levels, and client outcomes.
• Greater visibility into workload, operational performance, and resource utilization.
• Reduced operational bottlenecks and workflow inefficiencies.
• Increased use of data to guide staffing, prioritization, and operational decisions.
• Measurable improvements in productivity, quality, scalability, and operational efficiency.
• Sustained adoption of standardized operating practices and continuous-improvement methods.

Leadership Profile

The ideal candidate is an analytical and collaborative leader who can build structure within a growing organization while remaining flexible and pragmatic. This individual combines strategic thinking with hands-on execution and can influence stakeholders across functions, even without direct authority.

Successful candidates will demonstrate:

• Strong analytical, operational, and structured problem-solving skills.
• Experience building KPI frameworks, reporting tools, and performance-management systems.
• Expertise in operational excellence, continuous improvement, process design, and change adoption.
• The ability to translate data and operational complexity into clear, actionable recommendations.
• Strong facilitation, communication, and cross-functional leadership capabilities.
• A systems-oriented mindset that balances people, process, technology, and data.
• A track record of delivering measurable operational improvements in a growing or evolving organization.
• The ability to establish credibility, build alignment, and drive accountability at multiple levels of an organization.

Qualifications

• Five to seven years of experience in operational excellence, business operations, performance management, analytics, process improvement, consulting, or a related field.
• Demonstrated experience developing KPI frameworks, operational reporting, capacity models, and performance-management systems.
• Proven ability to analyze operational data, identify root causes, and convert findings into practical recommendations and sustainable solutions.
• Experience leading cross-functional initiatives and driving measurable improvements in performance, service delivery, quality, or efficiency.Strong facilitation, written communication, presentation, and stakeholder-management skills.