Sr. Operational Excellence Analyst

TL;DR

Sr. Operational Excellence Analyst (Customer Experience Operations): Leading operational transformation and process improvement initiatives for remote contact center operations with an accent on analytics, governance, and scalable service delivery. Focus on designing enterprise-wide frameworks, solving complex operational challenges, and driving organizational readiness, adoption, and measurable business outcomes.

Location: 100% remote from the United States; candidates must be authorized to work for any US employer without current or future visa sponsorship. Flexible hours and up to 5% overnight travel are required.

Salary: $96,000–$121,000 per year.

Company

hirify.global provides FCC-certified telephone captioning services and accessibility-focused technology that helps seniors and people with hearing loss communicate more independently.

What you will do

• Lead complex, cross-functional operational innovation and transformation projects across Customer Experience.
• Design and implement scalable processes, governance frameworks, SOPs, and compliance controls.
• Use advanced analytics, BI tools, root cause analysis, and KPI development to identify improvement opportunities.
• Develop executive dashboards and data-driven insights for strategic decision-making.
• Manage initiatives involving technology integrations, workforce optimization, and customer experience redesign.
• Lead change readiness, stakeholder alignment, training, adoption, risk mitigation, and post-launch evaluation.

Requirements

• Bachelor’s degree in Business, Operations, Industrial Engineering, or a related field; a master’s degree is preferred.
• 7+ years of progressive experience in operations, process excellence, or strategy roles supporting contact centers or customer operations.
• 3+ years leading large cross-functional initiatives with enterprise impact.
• Expertise in operational diagnostics, root cause analysis, design thinking, and influencing senior leaders.
• Advanced proficiency in Excel, Tableau or equivalent BI tools, process mapping software, MS Office, Salesforce CRM, RingCentral, and inContact.
• Strong strategic thinking, communication, data visualization, problem-solving, organization, confidentiality, and decision-making skills.

Nice to have

• Lean Six Sigma Black Belt or equivalent certification.
• Prosci or comparable change management certification.
• Experience with CRM, IVR, workforce management, business continuity, or operational risk initiatives.
• Experience in mission-driven or accessibility-centered organizations.

Culture & Benefits

• Home-based 100% remote work environment.
• Flexible, collaborative, and growth-oriented culture.
• Work focused on accessibility, service quality, and improving the lives of seniors and caregivers.
• Comprehensive benefits and total rewards package.
• Work involves collaboration with frontline teams, functional stakeholders, and executive leadership.

Hiring process

• Applications are reviewed personally by the talent acquisition team.
• Recruiters contact candidates only from verified @hirify.global.com email addresses.