Summary/Objective
The Director of Operations Excellence role is responsible for shaping and executing the organization’s strategy to deliver world-class quality, efficient processes, and consistently superior customer experience. This role leads cross-functional transformation initiatives to strengthen operational performance, eliminate waste, enhance compliance, and build a culture of continuous improvement that supports long-term organizational competitiveness.
The role partners with senior leadership, site and regional operations, quality management, and customer-facing teams to ensure operational excellence principles drive measurable business outcomes.
Essential Functions
Operational Excellence Strategy & Leadership
- Develop and lead the enterprise Operational Excellence strategy encompassing quality improvement, process optimization, and operational efficiency.
- Translate organizational goals into executable improvement roadmaps, priorities, and performance targets.
- Advise senior leadership on opportunities that increase competitiveness, strengthen operational capabilities, and elevate the customer experience.
- Champion a culture of continuous improvement, data-driven decision making, and operational discipline at all levels of the organization.
Quality Systems & Performance
- Oversee development, deployment, and continual improvement of quality management systems and standards.
- Monitor quality performance metrics and lead initiatives that reduce defects, rework, variation, and customer-impacting issues.
- Partner with operations, engineering, and customer teams to improve product / service quality, reliability, and consistency.
- Ensure quality frameworks, audits, corrective actions, and risk mitigation strategies comply with relevant standards and certifications.
Process Optimization & Efficiency
- Lead cross-functional efforts to eliminate operational waste, streamline workflows, and optimize end-to-end processes.
- Facilitate value-stream mapping, root cause analysis, Kaizen events, and Lean/Six Sigma-based projects that enhance throughput and scalability.
- Implement standard operating procedures (SOPs) and best practices to ensure repeatable, stable, and efficient processes across sites or business units.
- Drive digital enablement and automation initiatives that improve visibility, reduce manual work, and enhance reliability.
Customer Experience & Competitiveness
- Translate customer requirements, pain points, and feedback into operational improvements that enhance satisfaction and loyalty.
- Partner with commercial, service, and product teams to ensure processes are designed for the end-user and deliver a frictionless experience.
- Lead initiatives that differentiate the organization through superior service quality, responsiveness, and operational consistency.
Performance Management & Measurement
- Establish KPIs and dashboards to measure performance across quality, efficiency, throughput, and customer metrics.
- Provide transparent, data-driven insights to leadership, enabling informed decision-making and prioritization.
- Ensure accountability for results by coaching leaders and teams in operational excellence principles and tools.
Leadership & Change Management
- Mentor and develop a high-performing Continuous Improvement / Operational Excellence team.
- Build organizational capability through training, coaching, and deployment of Lean, Six Sigma, and problem-solving methodologies.
- Lead complex change initiatives using structured change-management practices to drive adoption and sustainment.
Key Competencies
- Strong attention to detail with the ability to see the “big picture”
- Ability to manage multiple priorities and deadlines
- Ability to work independently
- Willingness to support ad hoc projects and evolving business needs
- Comfortable working cross-functionally with non-finance partners
- Proactive, process-improvement mindset
- Clear written and verbal communication skills
Competencies
- Strategic thinking and business acumen
- Operational and quality discipline
- Customer-centric problem solving
- Influential leadership and executive communication
- Continuous improvement mindset
- Ability to lead without direct authority across functions
- Data-driven decision making
- High emotional intelligence and change leadership
Supervisory Responsibility
This position has direct reports.
Work Environment
Well-lighted, heated, and/or air-conditioned indoor office
Physical Demands
Sedentary physical activity performing non-strenuous daily activities of an administrative nature. Manual dexterity sufficient to work with the fingers.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are primarily Monday through Friday, 8:00 a.m. to 5 p.m. in the office.
Travel
Ability to travel freely across freely across US, Mexico and Canada up to 20%.
Required Education and Experience
- Bachelor’s degree in Business, Engineering, Operations Management, Quality, or related field.
- 7–10+ years of progressive experience in quality, operations, continuous improvement, or performance excellence roles.
- Demonstrated leadership in deploying Lean, Six Sigma, or similar continuous improvement methodologies.
- Proven success delivering measurable improvements in quality, efficiency, and customer experience.
- Strong analytical mindset; ability to translate data into insights and action.
- Experience leading cross-functional initiatives in multi-site or complex operational environments.
Preferred Education and Experience
- Master’s degree in Business, Engineering, Operations Management, Quality, or related field.
- Lean Six Sigma Black Belt or Master Black Belt certification.
- Experience with leading ISO certifications, or other quality certification frameworks.
- Experience in logistics, manufacturing, distribution, or multi-site operational models.
Background in process improvement, automation, or operational technology enablement.
Work Authorization/Security Clearance
Must be able to obtain TWIC (Transportation Worker Identification Credential).
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.