Senior Operational Excellence Specialist

Role Description and Mission:

The Senior Operational Excellence Specialist is responsible for impacting both the quality of our service delivery and on our operational costs required to deliver those services. Reporting to the Director of Operational Excellence, the Senior Operational Excellence Specialist is responsible for data analysis to derive signal from noise and identify opportunities, execute on initiatives and support the teaching of cross-functional team members Operational Excellence tools. They will deliver on our value proposition for our clients while operating in a high volume, operationally complex environment, and instill the foundations of an Operational Excellence and Continuous Improvement culture at Agero.

Key Outcomes: 

• Improve quality of our service delivery, as measured by reduction in key defect metrics
• Improve financial performance and product unit economics
• Support the Operational Excellence team in building a culture of Operational Excellence / Continuous Improvement within the Accident Management Line of Business
• Be an expert in data analysis, problem solving to identify high impact opportunities and solving to root cause. Work with cross functional teams to deliver service quality improvements and operational cost reductions by leveraging the appropriate Operational Excellence tools
• Identify creative people, process, and technology solutions to address improvement opportunities in partnership with our product and operations’ teams
• Communicate effectively within the organization, from our front-line agents to functional leaders, to build alignment and excitement for initiatives
• Support adoption Operational Excellence / Continuous Improvement tools and processes across the organization
• Create and manage standard/SOP documentation to ensure repeatability and sustainability of program

Skills, Education and Experience: 

EDUCATION:  A degree in fields such as Chemical or Industrial Engineering, Operations Management, or a related discipline or equivalent work experience. Lean Manufacturing/Six Sigma certification preferred

EXPERIENCE:   5-7 years of experience delivering results from Operational Excellence / Continuous Improvement initiatives, experience in high volume, low margin industries required. Experience in executing continuous improvement methodologies (DMAIC, SIPOC, VOC, process mapping, value stream mapping, 5 Whys, etc) through execution of initiatives. Experience building processes that are intuitive for teams and enable sustained improvement initiatives. Experience in roadside assistance / insurance claims NOT required for candidates with strong ability to transfer skills across industries and work in a remote environment. 

ROLE BASED COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES):

• Data Analysis Expertise: Strong ability to analyze both structured and unstructured data to identify actionable insights and pinpoint the most impactful improvements. Proficiency in using tools such as Excel, Google Sheets, and Business Intelligence (BI) software for data analysis.
• Results-Driven: Demonstrated history of delivering measurable results in quality, cost, and process improvements. Able to provide specific examples of past projects and their outcomes.
• Collaborative Teamwork: Capable of working effectively in a collaborative, remote work environment, contributing to team success while managing individual responsibilities.
• Proactive Leadership: Able to work with minimal supervision and take the initiative to bring forward recommendations for new projects or areas for investigation. Demonstrates the ability to suggest improvements proactively without requiring direct requests from leadership.
• Change Management: Ability to lead and manage change initiatives effectively, ensuring that new processes or systems are smoothly integrated into existing workflows. Experience in helping teams adopt new tools, methodologies, or cultural shifts while minimizing resistance and maximizing engagement.
• Process Optimization: Expertise in identifying inefficiencies in existing processes and recommending and implementing improvements to streamline workflows, reduce waste, and improve productivity. Skilled in analyzing workflows, processes, and systems from end-to-end to ensure they align with organizational goals and operational excellence principles.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex ideas in a clear, concise manner to diverse audiences, including team members, leaders, and stakeholders. Skilled at presenting data-driven insights and recommendations to both technical and non-technical stakeholders.
• Critical Thinking and Problem Solving: Strong analytical and critical thinking abilities, able to dissect complex problems, consider all variables, and propose effective, data-supported solutions. Skilled at troubleshooting issues and navigating challenges while maintaining focus on root causes and long-term solutions.
• Adaptability and Flexibility: Ability to thrive in a fast-paced, dynamic environment where priorities may shift frequently. Comfortable working with ambiguity and adjusting strategies as needed to meet changing organizational goals or external factors.

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
• Canada: Province of Ontario