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

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.

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!

Operations Lead

Key skills