Job Title: Strategic Implementation and Process Optimization Manager
Duration: 12 months Assignment
Location: Fully Remote
Shift/Hours: 40hours/week, PST hours
 
The Community You Will Join:

• The Strategic Programs & Implementation Team within Fraud and Safety Operations exists to serve and support the broader needs of our client community.
• We strive for the perfect delivery of new defense and defense enhancements to our ops teams, which preserve and build more trust within our communities.
• We ensure solutions are innovative, scalable, and deliver a world-class experience for our users.

The Difference You Will Make:

• As a Strategic Implementation and Process Optimization Manager, you are responsible for driving large-scale, cross-functional, and cross-platform projects and programs that help achieve the strategic goals of the organization.
• You serve as the bridge between upstream groups (product, policy, hosting, community support) and cross functional stakeholders within operations and shared services to bring initiatives to life.
• You are responsible for ensuring the solutions launched are innovative, optimized, and scalable for Trust Operations.
• You must constantly advocate for your customers and will have a key voice in influencing the development of solutions.
• You will achieve this by becoming the domain expert, pushing productive frictions with your teams, and maintaining the highest levels of accountability.

A Typical Day:

• Develop and lead high performing, cross-functional project teams within operations (Partner Management, Internal Operations, Tools Support, Product Ops) and Shared Services (OCM, WFP, Training, KM, Quality), managing multiple projects and programs simultaneously.
• Create comprehensive and nimble end-to-end implementation plans through robust planning and actively drive the execution, launch, and post-launch control of solutions.
• Collaborate closely with leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.
• Responsible for identifying and developing all operations business requirements, writing business requirements docs, and partnering with product & engineering teams to incorporate and prioritize ops’ needs into product requirement docs (PRDs).
• Become the domain expert in your fraud and safety space and design high-quality end-to-end agent investigation workflows.
• You will leverage internal client tools to architect robust, error proofed, and streamlined processes.
• Develop comprehensive user acceptance testing (UAT) plans and own end-to-end UAT of agent workflows to ensure solutions are ready for live production.
• Drive optimal ops forecasting through close collaboration with product and workforce planning teams.
• As assumptions change, you’ll update plans dynamically and apply a lens of radical stewardship to the use of company resources.
• Ensure solutions have been rigorously tested before rolling out at scale.
• Develop experiments, pilots, feedback channels and corresponding pre-launch success criteria to maximize learnings that inform solutions.
• Partner with training teams to develop meaningful and exhaustive agent training that maximizes learning and knowledge retention.
• Develop key insights into the quality and performance of your implementation.
• You’ll define key success metrics alongside your advanced analytics partners, and ensure robust dashboards are created to monitor the performance of pilot, launch and post-launch.
• Maximize decision accuracy by ensuring quality metric frameworks are developed and tailored for your solution.
• Partner with QA teams to drive root cause analysis of decision accuracy errors, and develop solutions to prevent future failures.
• Develop hypotheses and data collection plans when issues arise.
• Seek to prove or disprove through deep dive analysis.
• Ensure lasting change through the ownership of key metrics and delivery of post-launch continuous improvement efforts.
• Facilitate identification of areas for inefficiencies/improvement and opportunities for innovation from Operational standpoint as well as market trends and competitive landscape geared towards improving customer experience and optimizing cost.
• Champion continuous improvement philosophy and drive adoption of Lean and Agile methodology culture in the organization through training, coaching/mentoring, and leading/managing/implementing continuous improvement projects.
• Lead Performance Analysis by establishing Key Performance Indicators (KPIs) for each of the functional domains and effectively leverage data to measure success and identify areas of improvement.
• Be a champion of data-driven decision-making approach and culture to drive continuous performance improvement.

Skills & Experience:

• Master / Bachelor Degree in Engineering, Science, or Operations (Engineering background is preferred)
• 8+ years of experience in, project/ program management, continuous improvement, technical program management, management consulting, or product management.
• Experienced problem solver, who is an expert in navigating ambiguity and critical thinking.
• Experience of driving continuous process improvement within an organization including development and implementation of strategies to optimize workflows and reduce operational bottlenecks.
• Expert in process mapping, and proven experience in designing, improving and implementing new processes into operational organizations.
• Excellent strategic and analytical capabilities, problem-solving skills, and business acumen; strong judgment in navigating and resolving sensitive situations.
• Ability to drive multiple concurrent initiatives in a fast-paced environment with evolving requirements and timelines.
• Proven organizational and leadership skills to motivate and influence others positively to drive for results.
• Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization, including technical product, engineering, and PMO teams.
• Certification in project management or Lean/Six Sigma a plus; track record of creating and contributing to a culture of continuous improvement.
• Ability to build strong relationships and partner with key stakeholders to build trust and influence at multiple levels within the organization.
• Excellent written and verbal communication skills, with a focus on communicating with senior leadership.
• Incredibly organized and resourceful; able to juggle and multi-task, with attention to detail and follow through even in ambiguous situations.

 

 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $65.00/hr.