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Dayforce

Senior Operational Excellence Analyst

Dayforce

Sr. Operational Excellence Analyst leading operational innovation within ClearCaptions' Customer Experience organization.

Posted 7/27/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in operational innovation and transformation, leveraging methodologies such as Lean, Six Sigma, and Agile to drive process improvement and compliance. Capable of advanced data analysis and strategic decision-making to enhance customer operations and stakeholder engagement.

Highest-signal resume keywords
Lean MethodologySix SigmaAgile MethodologyAdvanced Data AnalysisProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Operational DiagnosticsRoot Cause AnalysisDesign ThinkingProcess MappingSOP DevelopmentKPI DefinitionProject ManagementChange StrategyGovernance FrameworksContinuous Improvement
Soft Skills
Strategic ThinkingExceptional CommunicationProblem-SolvingOrganizational SkillsCollaboration
Tools & Technologies
ExcelTableauLucidchartVisioBI Tools
Industry Keywords
Operational ExcellenceCustomer OperationsContact CentersEnterprise-Wide ProgramsStakeholder Communication

Tech Stack

Tools & technologies
Tableau

About the role

Key responsibilities & impact
  • Act as a senior lead for high-complexity, cross-functional projects focused on operational innovation and transformation.
  • Serve as a key advisor to CEX leadership on best practices, operational risk, and change strategy.
  • Lead large-scale process improvement initiatives leveraging Lean, Six Sigma, and Agile methodologies.
  • Mentor and coach Operational Excellence Analysts and other functional stakeholders to strengthen continuous improvement capabilities across the organization.
  • Architect and implement scalable, standardized processes and governance frameworks across customer operations.
  • Drive enterprise-wide process documentation, SOP development, and compliance assurance.
  • Serve as a quality and efficiency champion, embedding continuous improvement disciplines into daily operations.
  • Perform advanced data analysis using BI tools to identify root causes, performance trends, and improvement opportunities.
  • Develop executive dashboards and storytelling insights to inform strategic decision-making.
  • Collaborate with the Performance Metrics & Insights team to define and evolve KPIs that support operational and customer success goals.
  • Manage enterprise-wide programs and initiatives, including those involving technology integrations, workforce optimization, and customer experience redesign.
  • Own project lifecycles from discovery through implementation and post-launch evaluation, ensuring alignment with strategic priorities and measurable outcomes.
  • Anticipate and proactively manage risks, ensuring mitigation plans and clear stakeholder communication.
  • Lead organizational readiness planning and execution for strategic transformations, including stakeholder alignment, training, and adoption support.
  • Serve as a liaison between frontline teams and executive leadership, ensuring voice of the customer and employee experience inform change initiatives.

Requirements

What you’ll need
  • Bachelor’s degree in Business, Operations, Industrial Engineering, or related field; Master’s degree 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.
  • Proven expertise in operational diagnostics, root cause analysis, and design thinking methodologies.
  • Advanced proficiency in Excel, Tableau (or equivalent BI tools), and process mapping software (e.g., Lucidchart, Visio).
  • Strong business acumen, strategic thinking, and ability to drive decisions in ambiguity.
  • Exceptional verbal, written, and visual communication skills; strong storytelling and data visualization, presentation, and problem-solving skills.
  • Self-starter with strong organizational and time management skills, able to handle multiple priorities with demanding timeframes.
  • Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
  • Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
  • Willingness and ability to work flexible hours and travel (up to 5%) will include some overnight travel.

Benefits

Comp & perks
  • Remote/Work from Home position
  • Health insurance
  • Professional development opportunities
  • Flexible work arrangements
  • Mentoring and coaching others
  • Performance metrics and insights collaboration
  • Executive dashboards and storytelling insights development