Job Description

Sibylline is looking for an experienced, passionate and driven business leader to join the clients Continuous Improvement Team. As a Continuous Improvement Specialist, you will help create, lead, and implement the program vision, under the guidance of the Continuous Improvement Manager, and will serve as a process subject matter expert for initiatives that span business units and geographies. The CI Specialist will be accountable for coordination across multiple teams to expeditiously deliver customer-focused results. You will be comfortable working in an ambiguous, fast-paced environment.

Each day, you will be responsible to apply your data analytics, project management, and change management skills to move forward a portfolio of projects that improve the customer experience. Your projects will require you to prioritize opportunities, then conduct deep dives to identify the root cause of the problem. You will organize and collaborate with stakeholders from the operations, technology, communications, and business intelligence teams. Along the way, you will monitor key input elements of our Operations Excellence mechanism—meeting with stakeholders or reviewing operational measures—to identify signals that indicate the need for continuous improvement support.

Duties and Responsibilities

Essential functions

• Work cross-functionally with teams to effect department-wide performance improvement with our internal and external partners by designing and implementing processes, metrics, and programs that enhance the end-to-end customer experience
• Participate in listening mechanisms, to include cross-functional meetings and improvement projects related to timeliness and quality of service delivery
• Support monthly Continuous Improvement team communication strategy, sharing successes and engaging Operators to learn about continuous improvement methodologies
• Analyze operations to identify key metrics, drivers, and improvement opportunities to enable effective business operations
• Lead high impact projects that require quick action to resolve employee pain points
• Participate in regular operational reviews and performance reporting. Includes coordinating with the necessary stakeholders, ensuring information is relevant, accurate, easy to consume, and conveys improvement opportunities
• Facilitate meetings while also providing feedback and insight (i.e., Voice of the Operator intake review, roadmap prioritization, etc.)
• Define and drive project plans in an ambiguous, fast-paced environment
• Work with program managers, operations leaders, and the leadership team to communicate the impact of critical business initiatives in a global setting
• Influence design and development of strategic processes
• Audit completed projects to verify sustained impact
• Effectively communicate and obtain buy in with both leadership and frontline stakeholders on improvements or operational changes.
• Potential ability to travel both domestically and internationally – 25%

Qualifications

Minimum

• Bachelor’s degree
• 3+years’ experience in operations leadership, business consulting, program management, or project management experience
• 2+ years’ experience in delivering results related to quality and/ or efficiency improvements
• Detail oriented, excellent analytical, verbal, and written communication skills, especially narrative writing
• High levels of integrity and discretion in handling confidential information

Preferred

• Advanced degree
• Six Sigma Green Belt or Lean Certification
• Analytical experience using Control Charts, Hypothesis Testing, Regression Analysis, and other statistical tools
• Experience identifying, analyzing, and solving ambiguous problems with an extreme attention to detail
• Passion for technology, curiosity to dive deep into the client’s suite of technical products and commitment to learning and expanding technical knowledge
• Able to prioritize in complex, fast-paced environment
• Experience in or demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels
• Strong change management and influencing skills; ability to negotiate and communicate across all levels of the organization
• Demonstrated experience and proficiency in effective written and verbal communication

Additional Information

Successful candidates will be invited to complete a writing assessment test to writing skills. Shortlisted applicants will then be invited to a final panel interview. In the current environment, our interviews will be conducted virtually.

​The remuneration for this role is negotiable for the right candidate, dependent on qualifications, aptitude and experience. The salary range for this position is $110,000 - $130,000.

​Sibylline is committed to the recruitment and selection of candidates without regard for sexual orientation, gender, ethnicity, age, political beliefs, culture and lifestyle. The firm is committed to fostering a business culture that reflects these values and promotes equal opportunity.