Operations Lead

Operations Lead

The Operational Excellence Team in Enterprise Services is seeking a detail-oriented, collaborative individual to drive maturity of the Enterprise Services Value Levers.

The Operations Lead will be instrumental in building and maturing the operational framework that supports ES Service Owners. This role will drive consistency, transparency, and efficiency across service delivery. The individual will partner closely with ES Service Owners and cross-functional teams to strengthen collaboration and enhance communication channels.

What You Will Do:

• Design and deliver standardized Service Owner playbooks outlining processes, tools, and best practices to drive consistent service execution
• Establish and govern recurring cadences, forums, and communication channels that enable effective interaction between Service Owners and partnering functions
• Maintain and regularly update the enterprise service portfolio to ensure accuracy, clarity, and alignment
• Own and govern centralized repositories of standards, documentation, metrics, and tools supporting Service Owner and Value Levers operations
• Partner with the Performance Insights team to identify digital solutions and automation opportunities that improve service delivery, transparency, and operational efficiency
• Lead service management improvement engagements and projects to enhance quality and performance of service delivery

Qualifications You Must Have:

• Typically requires a University Degree or equivalent experience and minimum 10 years prior relevant experience, or An Advanced Degree in a related field and minimum 7 years' experience
• Excellent written and verbal communication skills
• Proven experience in operational excellence, strategic planning, or related fields
• Knowledge of Lean, Six Sigma or CORE tools and principles
• Familiarity with change management principles and methodologies
• U.S. citizenship is required, as only U.S. citizens are authorized to access the financial management system due to government contractual requirements.

Qualifications We Prefer:

• Existing knowledge of the ES Services
• Strong ability to work independently as well as collaboratively with cross-functional teams.
• Proven strategic thinking skills, with the ability to align projects and initiatives with organizational goals
• High level of initiative, with proactive approach to problem-solving and decision-making

What We Offer:

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
• Tuition reimbursement program
• Student Loan Repayment Program
• Life insurance and disability coverage
• Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Ovia Health, fertility, and family planning
• Adoption Assistance
• Autism Benefit
• Employee Assistance Plan, including up to 10 free counseling sessions
• Healthy You Incentives, wellness rewards program
• Doctor on Demand, virtual doctor visits
• Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program
• And more!