Operational Excellence Manager

Posted Jan 29

Job Title

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The Operational Excellence Manager, as a member of the Operational Excellence group (OE), defines, designs, and implements process improvement across all Kaplan North America functional departments as well as its educational and corporate partners. Leads and enables work informed by business strategies and priorities, effectively leading workgroups vertically and horizontally across the organization. Utilization of different process excellence methodologies including functions of internal and external customer process mapping, design, and engineering, content and communication management, executing change management, and leading as a change agent.

The Operational Excellence Manager must be able to perform these operational functions with an emphasis on one or more depending on client needs and project requirements:

Manage Processes

Capture feedback from internal clients (meetings, focus groups, surveys, etc.) to identify process opportunities and propose solutions to develop or improve them.
Identify process efficiencies and work with internal clients to implement them.
Understand both policy and business goals and how they relate to business or customer processes.
Review policy revisions and analyze their effect on business and customer processes, then update them accordingly.
Provide subject matter expertise as needed to internal clients.
Develop appropriate and necessary business or customer process content or requirements to support process creation or enhancements, including the development of platform features.

Execute Change Management

Identify stakeholders affected by change to policy, programs, and/or process.
Understand business expectations for transition and success rate measurements.
Contribute toward change planning.
Execute deliverables (e.g., content development, communications, etc.) to accompany change.

Manage Communications

Write Standard Operating Procedures (SOPs), Product User Guides, Conversation Guides using knowledge management tools such as wikis.
Write and manage official correspondence to internal clients about all updates to policy, programs, products, and processes.
Develop and maintain customer-facing content and communications.
Work with technology teams and internal clients to optimize communications for superior user experience.

Lead Projects (manage small to medium projects)

Understand project needs and identify project stakeholders among internal clients.
Lead project meetings to determine tasks, task ownership, dependencies, and deadlines.
Ensure that projects consider the needs of all stakeholders, internal and external, for a 360-degree purview.
Report on project progress to project stakeholders and executive sponsors. If the Project Manager oversees the project, report progress to him/her on your segment of the project.
Escalate constraints and risks to supervisor and executive sponsor.
Collaborate effectively with internal/external clients and other project team members.
Project work may include the development of business requirements, user stories, or user acceptance testing for platform enhancements.
In some cases, consult and contribute work as part of a project led by other functional departments

Demonstrate:

Excellent team dynamic skills focused on strong cross-functional team leadership and participation
Very good analysis and problem-solving skills
Very good customer focus
Excellent verbal and written communication skills
Ability to effectively build client relationships
Good listening skills, judgment, and emotional intelligence
Comfort with ambiguity

Recommended: Be able to travel occasionally and work some nights and weekends

Minimum Qualifications

Relevant work experience
Bachelor's degree

Preferred Qualifications

Minimum two years’ experience in an operations role
Education or Service Provider consultative experience
Salesforce experience desirable

We offer a competitive benefits package including:

Remote work providing flexible work/life balance

Comprehensive Retirement Package including 401K company match and two pension programs

Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members

Competitive health benefits and new hire eligibility starts day-1 of employment

Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities

And so much more!

#LI-JB1

#LI-Remote

This position is a Salary Grade A __

Location

Remote/Nationwide, USAAdditional Locations

Employee Type

EmployeeJob Functional Area

Contact/Call Center Ops Business Unit

00091 Kaplan Higher ED Kaplan is an Equal Opportunity Employer. All positions with Kaplan are paid at least $15 per hour or$31,200 per year for full-time positions. Compensation for specific positions are based on job level, skills, years of experience, and education, among other factors. Additionally, certain positions are bonus or commission eligible. Information regarding benefits can be found here

Diversity & Inclusion Statement :

Diversity inspires innovation and growth in the Kaplan community. Kaplan strives to be a model employer for inclusiveness. Not only does Kaplan value its employees for their professionalism and skills, but also for the unique viewpoints they bring to the Organization. Kaplan's employees bring diverse perspectives, ideas, and backgrounds that give Kaplan a competitive edge in anticipating and exceeding our students' needs in today's global market. Learn more about our culture