Business Operations

• Manage and lead the Measurement BPO team to identify and implement process or technology improvement opportunities
• Stay abreast of the suite of measurement software applications and their functionality
• Coordinate with application owners to incorporate beneficial changes
• Collaborate with all impacted stakeholders on priorities to ensure the highest value opportunities are prioritized
• Develop, mentor and coach team of employees that collaborate and drive toward business results
• Review solutions, plans, reports and documents developed by team and provide effective guidance

Manager – Measurement Business Process Optimization

• Monitor and manage operations throughout the organization; assist teams in providing consistent and predictable results
• Support operations leaders with continuous improvement projects at the task and coordination level
• Support the organization’s strategic plans for cross-functional communication as needed across the merchant network, operations, and customer support
• Lead – both formally and informally –  to drive results and improve operational processes and procedures
• Assist with expense report tracking and coordination for review and approval
• Gather and prepare data for the monthly CSAT report; provide compiled data to Director
• In coordination with the Director of Operations and other KHI leadership, manage mass merchant and customer communications strategy and execution
• Organize and ensure the successful management of Requests for Information (RFIs) distributed to the merchant network
• Manage and maintain merchant contact email lists for accuracy and completeness
• Manage and oversee updates to merchant documents and agreements as needed
• Manage the maintenance of key submission forms – including merchant agreements –  within Formsite and internal systems
• Assist with and help resolve tier-1 merchant-related issues; escalate unresolved issues to  Director of Operations
• Develop, maintain, and update Formsite forms for operational use
• Develop and maintain internal operational forms and documentation templates
• Manage internal and external distribution lists to ensure accurate routing
• Provide program communications support as directed by the Director
• Conduct, or work with other leaders to conduct, a monthly All-Hands meeting

Business Operations Manager

• identifies and facilitates enterprise-wide process improvement activities utilizing LEAN/Six Sigma methodologies
• mapping processes in Visio
• assessing process/procedural documentation needs
• identifying gaps and improvement opportunities
• manages documentation repositories in a decentralized environment
• performs annual documentation reviews to ensure accuracy and compliance
• document current state process workflows and procedures
• perform needs assessment within Business teams to identify gaps in documented process and procedures
• manage process and procedural content within content management source system(s)
• identify, develop, prioritize, and execute process improvement opportunities utilizing continuous improvement principles and LEAN/Six Sigma methodologies
• provide training to project teams and functional areas to assist with the implementation and maintenance of process improvement activities
• identify, communicate, and correct gaps in process performance and provide guidance to address these gaps

Business Process Improvement Manager

• Drive performance management and reporting to leadership across Ladder: you will be a hub for business data and communication, and act as the primary point of contact for product and performance data. When we over- or underperform, you’ll know why
• Develop new analytics and data processes: understand Ladder’s data processes and dashboards, work internally with engineering, data science, and other stakeholders to optimize
• Lead or program manage multiple strategic initiatives at any given point. Some examples include: drafting business cases for a new product idea, evaluating the impact of a change in our user funnel,, or strategizing to drive further monetization
• Prioritize and size initiatives: evaluate impact, resource requirements, and implementation timelines of initiatives
• Collaborate and coordinate cross-functionally: you will need to navigate across Ladder’s functions, and gather and analyze data from multiple sources to inform decision-making at all levels
• Build efficient processes and implement new systems: you will spot the highest priority business initiatives and improvement areas, and devise new processes or implement new systems to bring those to life.

• Provide Tier 2 functional support and ticket triage for ERP Materials Management (MM), including analysis, resolution, documentation, and routing of issues
• Support Purchase Requisition (PR) and Purchase Order (PO) end‑to‑end business processes across multiple document types and integrated systems
• Troubleshoot workflow, configuration, and interface issues; research root causes and downstream impacts
• Coordinate with cross‑functional teams, Tier 2 analysts, and U.S. Navy program managers to resolve cross‑system and cross‑command issues
• Participate in User Acceptance Testing (UAT), Integrated Process Team (IPT) meetings, and system enhancement reviews
• Support quality assurance, change management, and functional impact analysis for MM‑related system changes
• Maintain audit‑ready documentation, knowledge articles, and reference materials to ensure continuity and compliance

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