The Director is accountable for the strategic leadership, operational effectiveness, and continuous improvement of the Operations Excellence organization, including quality, training support, operational analytics, operational support, correspondence management (Document Control Center - DCC), citizen development/automation support, vendor support, and governance functions. The Director has formal leadership responsibility for managers and functional teams within Operations Excellence, including responsibility for staffing, performance management, organizational development, budgets, vendor oversight, strategic planning, and operational priorities within the pillar.