Summary
Athens Services is seeking a highly analytical and forward-thinking Operational Excellence Manager to identify, analyze, and implement improvements that enhance customer outcomes, operational performance, and revenue generation.
This role is responsible for leveraging data, analytics, process improvement methodologies, and emerging technologies to identify opportunities across the customer lifecycle. The successful candidate will proactively uncover operational inefficiencies, predict customer issues before they occur, reduce service failures, improve customer retention, and drive measurable business outcomes.
The ideal candidate possesses a strong analytical mindset, exceptional problem-solving capabilities, and a passion for transforming data into actionable business insights. This individual will be comfortable working with large datasets, building predictive models, utilizing AI-enabled tools, and leading initiatives that improve both customer and business performance.
Job Description
Key Responsibilities
Operational Excellence & Process Improvement
- Lead high-impact operational improvement initiatives focused on customer outcomes, service quality, efficiency, and revenue performance.
- Utilize Lean, Six Sigma, and Continuous Improvement methodologies to identify root causes and implement sustainable solutions.
- Evaluate existing business processes and identify opportunities to eliminate friction, improve efficiency, and enhance customer satisfaction.
- Develop scalable processes and operational standards that support long-term growth.
Data Analytics & Predictive Insights
- Analyze large and complex datasets to identify trends, patterns, risks, and opportunities.
- Develop predictive models and early-warning indicators to proactively identify customer issues, service failures, revenue leakage, and customer attrition risks.
- Build dashboards, reporting tools, and performance scorecards that provide actionable insights to leadership.
- Conduct root cause analyses to identify drivers of customer complaints, operational inefficiencies, and revenue-impacting issues.
AI & Technology Enablement
- Identify opportunities to leverage Artificial Intelligence, automation, machine learning, and advanced analytics to improve customer outcomes and operational performance.
- Partner with technology teams and business stakeholders to evaluate and implement AI-enabled solutions.
- Utilize emerging technologies to improve forecasting accuracy, customer issue prediction, workflow efficiency, and decision-making capabilities.
- Stay current on industry trends and innovations related to customer experience analytics and operational excellence.
Customer & Revenue Optimization
- Identify opportunities to improve customer retention, satisfaction, and lifetime value.
- Analyze customer behavior, service interactions, and operational performance to uncover improvement opportunities.
- Develop recommendations that improve revenue generation, reduce revenue leakage, and enhance customer loyalty.
- Monitor key customer and operational metrics to ensure business objectives are achieved.
Reporting & Business Intelligence
- Prepare executive-level reporting and presentations summarizing findings, recommendations, and project outcomes.
- Translate complex analyses into clear, actionable business recommendations.
- Establish KPIs and measurement frameworks to track the success of improvement initiatives.
- Present data-driven insights and business cases to senior leadership.
Qualifications
Required
- Bachelor's degree in Business, Operations Management, Engineering, Data Analytics, Statistics, Finance, Economics, or a related field.
- 5+ years of experience in Operational Excellence, Business Analytics, Revenue Operations, Process Improvement, Management Consulting, or a related discipline.
- Demonstrated experience using data analytics to drive operational and business improvements.
- Strong experience with data visualization, reporting, and analytics tools such as Power BI, Tableau, SQL, Excel, or similar platforms.
- Experience developing predictive models, performance dashboards, and business intelligence solutions.
- Strong problem-solving, critical thinking, and analytical skills.
- Excellent communication and presentation skills with the ability to influence decision-making through data.
- Proven project management and organizational capabilities.
Preferred
- Lean Six Sigma Green Belt, Black Belt, or equivalent Continuous Improvement certification.
- Experience utilizing AI, machine learning, automation, or advanced analytics tools within a business environment.
- Experience supporting customer experience, customer operations, revenue operations, or service delivery functions.
- Experience in transportation, logistics, utilities, waste management, field services, or other operationally complex service industries.
What We're Looking For
The successful candidate will be:
- Highly analytical and data-driven.
- Curious, innovative, and solutions-oriented.
- Skilled at transforming complex data into actionable business insights.
- Comfortable leveraging AI and emerging technologies to solve business problems.
- Focused on measurable outcomes and continuous improvement.
- Able to balance strategic thinking with hands-on execution.
- Passionate about improving customer experiences while driving business performance and revenue growth.
Salary: $140,000 - $160,000
Benefits:
- Competitive wages
- Comprehensive benefit package Medical, Dental, Vision
- 401K
- Life Insurance
- Paid Vacation and Sick Time
- Career plan
- Recognition programs
- Professional development learning
- An exceptional work environment
Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran