About this role
Role Overview
- Monitor daily offshore operations to ensure consistent adherence to established processes and quality standards.
- Assist in the compilation and analysis of performance data to provide visibility into operational health.
- Support the tracking and reporting of Service Level Agreements (SLAs), ensuring all targets and contractual obligations are met.
- Work closely with vendors and internal stakeholders to troubleshoot and resolve day-to-day operational issues.
- Conduct formal root cause analysis on process failures or performance gaps to identify underlying issues and prevent recurrence.
- Proactively identify bottlenecks and inefficiencies within the workflow and propose actionable solutions.
- Maintain comprehensive process documentation (SOPs) and support global efforts to standardize operations.
- Actively participate in process improvement initiatives and Lean projects to drive operational excellence.
Requirements
- Bachelor’s degree in Business Administration, Operations Management, or a related field (or equivalent professional experience).
- 2+ years of experience in business process operations, vendor management, or a high-volume shared services environment.
- A strong drive for efficiency with a foundational understanding of Key Performance Indicators (KPIs) and how they impact business outcomes.
- An analytical mindset with the ability to interpret data sets, identify trends, and assist in creating performance reports.
- Proven ability to build and maintain cross-functional relationships and navigate complex vendor dynamics.
- Exceptional organizational skills and the ability to follow (and improve) structured processes without sacrificing accuracy.
- Ability to manage multiple projects simultaneously, handling varying deadlines and degrees of complexity with a proactive approach.
- A strong interest in—or foundational knowledge of—Lean, Six Sigma, or other continuous improvement methodologies.
Benefits
- Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
- Up to 16 weeks of fully paid parental leave and a baby stipend.
- Multiple medical plan options with mental health and wellness support offerings.
- 401(k) with company match and vesting after one year.
- $400 annual well-being stipend and tuition assistance up to $5,250.
- Recognition Rewards, Referral bonuses, exclusive discounts and more!