LeadershipStakeholder ManagementChange ManagementCommunicationDecision Making
About this role
Role Overview
Drive Continuous Improvement Initiatives
Program lead structured, cross-functional efforts to assess gaps in the current support model across workflows, tooling, and team structures
Apply continuous improvement frameworks (e.g., root cause analysis, trend analysis) to identify systemic inefficiencies and opportunities for optimization
Prioritize initiatives based on impact to customer experience, resolution times, and operational cost
Identify Gaps and Define Targeted Solutions
Analyze quantitative (e.g., case volume, time to resolution, escalation rates) and qualitative (e.g., team feedback, client pain points) inputs to identify gaps
Translate findings into clearly defined problem statements and actionable improvement plans
Develop phased roadmaps with measurable outcomes and defined ownership
Lead Cross-Functional Process Design & Implementation
Partner with Bullhorn support leadership and Textus resources to design improved processes
Establish clear workflows, roles/responsibilities, and success criteria for new initiatives
Drive alignment across stakeholders and ensure adoption through documentation, training, and change management
Manage Textus Partnership
Serve as the primary liaison for Textus teams involved in support operations or tooling
Align external partners to internal goals, timelines, and quality standards
Monitor performance and hold partners accountable to defined SLAs and deliverables
Establish Baselines and Drive Measurable Outcomes
Define baseline performance metrics across key areas (e.g., TTR, escalation rate, backlog health)
Build reporting frameworks to track progress against targets
Continuously evaluate results and iterate on programs to ensure sustained improvement
Requirements
Program management and cross-functional leadership
Data driven decision making and analytical problem-solving
Process design
Stakeholder management and influence without authority
Strong communication and change management skills
Benefits
Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
Unlimited Planned Paid Time Off
Global Mental Health Support
On-Demand Learning & Development
Quarterly paid volunteer days
Lucrative Employee Referral Program (eligible for prior to your first day)