A Place for Mom

  • Director of Quality and Continuous Improvement

    Job Location(s) US-WA-Seattle
    Job ID
    2018-3198
    # of Openings
    1
    Category
    Hidden (37928)
  • Overview

    The Director of Quality and Continuous Improvement is a key leader in A Place for Mom’s Support Center Operations team. This role will report to VP Support Center Operations and will have high visibility to senior management in the Field and Corporate levels.

     

    The ideal candidate is obsessed with delivering the best customer experience in the most efficient manner. They’ll drive a culture of continuous improvement, stimulate thinking by posing new ways of doing things, challenge conventional wisdom, and demonstrate successful application of innovative and Lean Six Sigma methodologies.

     

    This leader will maximize ROI by applying best practices and standardization to reduce costs, increase efficiency, automate/streamline manual exception handling processes, conduct root cause analysis and serve as an influential stakeholder in all new product design. Working with key internal and external partners, you’ll work cross-functionally to align stakeholders and deliver clearly defined business / customer / release KPIs and goals.

    Responsibilities

    • You are adept at developing strategies as well as leading successful strategic implementations.
    • You love problem solving and are not afraid of digging deeply to understand how existing processes work.
    • You know that making improving processes and making the customer experience easy to use, can be hard. You're a pragmatist, with a bias for action, and a focus on the results.
    • You listen carefully to customers and co-workers to build hypotheses. You’re able to interpret the data and tell a clear story to both internal and external stakeholders. You use numbers to validate your intuitions and blend in your creativity to come up with better ways of doing things.
    • You’re a change agent that promotes the use of Continuous Improvement. You know how to get buy-in for big changes and have the project management and the communication skills to put those changes into practice.
    • You’re constantly iterating to improve the customer experience, and refining the data to tell a story that reflects past and current behavior and patterns, and identifies potential new opportunities.
    • You have a strong understanding of business process mapping and can teach others these principles.
    • You know good talent is important and work with your employees to provide guidance that helps them achieve their maximum potential and expand their expertise.

    Qualifications

    Required Experience

    • 8+ years of experience defining innovative operational processes that improve customer experience and improve the bottom line.
    • 5+ years of call center experience.
    • Bachelor's degree or higher, preferably in Industrial Engineering or User Experience Design or 15+ years of industry experience.
    • A strong analytical foundation and Excel wizardry.
    • Process improvement credentials like Lean Six-Sigma or Continuous Improvement.

     

    Desired Experience

    • 5+ years of project and/or product management expertise.
    • Master Black Belt Six Sigma or Lean certification.
    • Proficiency with MySQL, R, and advanced statistics.
    • System expertise in Five9, SalesForce, or other cloud based applications.
    • Experience with Agile/Scrum best practices.
    • Experience with Design Thinking and/or Jobs To Be Done methodologies.

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