Business Analysis Manager, Operational Excellence

Role Overview

• Conduct detailed process assessments to identify inefficiencies, bottlenecks, risks, and improvement opportunities using Lean, Six Sigma, and other process improvement methodologies.
• Perform time-motion studies, workflow observations, and quantitative assessments to establish baseline performance and identify improvement levers.
• Create clear and accurate current-state and future-state process maps using Visio, Lucid, Miro, Smartsheet, or other visualization tools.
• Drive financial and operational performance by recommending and implementing improvements that lower operating expenses, increase throughput, reduce defects, and improve cost-to-serve metrics.
• Lead the development of business cases including cost-benefit analyses, effort estimates, options/alternatives, and risk assessments; translate findings into executive-ready recommendations.
• Lead cross-functional improvement initiatives, working closely with (Operations, Technology, Product, PMO, BPC, and Reporting) to ensure timely delivery and measurable outcomes, and manage projects directly as needed.
• Track and document initiative progress, risks, escalations, dependencies, and results to support ongoing portfolio visibility and reporting.
• Develop reusable standards, playbooks, and toolkits that enable consistent ways of working across teams and support scale.
• Use data analytics, reporting tools, and root-cause analysis techniques to diagnose performance issues, quantify opportunities, and validate impact.
• Partner with technology teams to explore and validate opportunities to apply automation, AI, agentic AI, and other emerging tools to operational workflows.
• Define, collect, and monitor KPIs and operational metrics that evaluate initiative impact and guide ongoing improvements.
• Collaborate across departments: Technology, Product, Service Operations, FCOE, and others to gather requirements, validate process changes, and execute improvement plans.
• Lead change management activities including communications, training documentation, Standard Operating Procedures (SOP) updates, and adoption support.
• Act as a trusted advisor to senior stakeholders and leaders by providing clear, structured updates on progress, challenges, risks, and outcomes.

Requirements

• Minimum Bachelor’s degree, or equivalent required
• 6 + years of experience in operational improvement, service delivery, fulfillment, business analysis, or process optimization roles
• Hands-on experience with process mapping, workflow analysis, value stream mapping, and root-cause analysis
• Proficiency with process, mapping, and visualization tools (Visio, Lucid, Miro, Smartsheet, etc.)
• Experience with continuous improvement methodologies (Lean, Six Sigma, Kaizen)
• Certification is a plus
• Experience supporting digital transformation or automation initiatives; familiarity with AI-driven process improvements preferred
• Strong analytical skills with the ability to translate data into insights and recommendations
• Demonstrated ability to collaborate across functions and influence stakeholders through strong communication and relationship-building skills
• Ability to manage multiple projects simultaneously with strong attention to detail.

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave