Operational Excellence Senior Program Lead

For our client, we are seeking a Operational Excellence Senior Program Lead to join the team of a leader in the Finance & Insurance space.

This role will lead high-impact operational programs that improve customer support efficiency, consistency, and scale across global teams. You will partner closely with cross-functional stakeholders to design better workflows, strengthen governance, and turn operational insight into measurable process improvements. The position is ideal for a strategic program leader who thrives in data-driven environments and can drive change from discovery through rollout.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $130,900 – $154,000 annually

Responsibilities

• Own and optimize customer experience operations program strategy from discovery through global rollout
• Design and streamline end-to-end customer experience workflows to improve efficiency
• Collaborate with multiple functions to enhance queue design and automation
• Establish and maintain governance standards and frameworks for customer experience operations
• Drive change management through effective communications and feedback loops
• Analyze operational metrics to identify opportunities and measure impact

Qualifications

• 7+ years of experience in customer support operations, process excellence, or program management
• Proven experience designing workflows and SOPs across teams and geographies
• Ability to lead programs with 4+ cross-functional stakeholder teams
• Strong data-driven mindset with hands-on analytics experience
• Experience producing decision documents and workflow specifications
• Experience using generative AI with human oversight for optimization

Benefits

• Medical, dental, and vision coverage
• 401(k) retirement plan with company contributions
• Equity and bonus eligibility based on performance
• Flexible working environment
• Continuous learning and professional growth opportunities

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.