Manager, Business Optimization

Position Overview:

The Manager, Business Optimization is responsible for:Leading and participating in Corporate Projects assigned to Business OptimizationLeading initiatives to support needs of Business partners in Service Delivery, BCD and Operations Support Researching, project planning and implementing continuous process improvement opportunities in the businessSupporting cross functional forums (such as SP Advisory Board, Change Management, Gaps meeting and CCS enhancement committee) to drive optimization in our business platforms Providing Subject Matter Expertise in defining and leading projects in the business by incorporating sound Project Management and Six Sigma principles



Responsibilities:Lead corporate projects as Project Manager (or participant responsible for process mapping and development) ensuring cross functional collaboration to meet timeline and goals of project deliverablesLead (or participate in as process expert) initiatives as identified by business partners to optimize internal processes or operationalize client driven initiativesIdentify and lead continuous process improvement initiatives in Service Delivery and Operations Support to ensure sound business practices continue to be relevant and supporting corporate goalsManage cross functional forums such as Change Management, Gaps meeting and CCS enhancements to support business needs in coordinating a supporting upcoming changesEnsure process maps and clear documentation of process, both existing and new are updated and filed for future access for business partnersSupport ongoing Process and policy queries from Service Delivery, BCD, Operations Support, IT and HRUtilize tools of Six Sigma (Project Charter, Fishbone, Process Maps, etc.) to determine root causes and generate improvement ideas.Utilize tools of Continuous Improvement (Project Plan, Measurement Plan) to lead cross-functional teams to launch and control solutions.Support new or current client implementations by acting as a subject matter expert to help define and document new processes.Define, document and communicate all new processes and/or improvements to key stakeholders, and include in new hire and refresher training.Establish and measure success metrics for all newly launched processes and/or improvements. Partner with Training to design and support new content and/or refresher trainings.Partner with Product Development to identify partnership gaps, operationalize new partnerships and evaluate their usefulness.Drive business cases for ongoing Product initiatives through the Change Management process.



Essential Competencies:Superior communication skills, both written and verbalStrong organization and self management skills with ability to prioritize multiple tasksTop-notch analytical skills and ability to translate data analysis into relevant plansClear understanding of call center processes and proceduresCreative and resourceful thinkingAbility to lead cross-functionally Ability to motivate peers Strong Project management capabilitiesGroup facilitation and meeting management



Leadership Competencies:Modeling Circles’ ValuesUnwavering Focus on the CustomerSuperior CommunicationEffective Strategic Thinking Innovation and CreativityBuilding Great TeamsEffective Problem Solving and Decision MakingTreating Others with RespectDeveloping and Maintaining Successful RelationshipsGenerating Influence and CredibilityManaging Self-DevelopmentAchieving Excellent Results



Experience Required:

5 years in an operations or call center preferably in a leadership role. Business degree preferred. Demonstrated project management and team collaboration experience preferred.

 

Who We Are:
While few consumers know our name, many industries recognize our value.  That’s because we’re a remarkable source of services that connect our members to the world.  Circles is a loyalty and experiential marketing company that is unique in the marketplace. We wow our clients by being smart strategic partners. And we thrill our customers by fulfilling wishes and delivering the impossible through our virtual concierge service; this service includes high-end dining reservations, tickets and travel plans. We accomplish this through our vast network of connections and world-class technology in our call centers.

Circles is a rapidly growing company where change is both expected and welcome. Our employees thrive in our fast-paced environment and meet challenges with vigor and a positive attitude. We offer our employees an extensive benefits package including health, dental and vision insurance, 401k, and a sabbatical leave program.  Other unique perks include our employee anniversary and on-site massage programs.  Circles, a wholly owned subsidiary of Sodexo, is located on A Street in South Boston - an 8-minute walk from South Station.

 

***All interested canidates should apply online at www.circles.com