Operational Excellence Analyst (100% Remote)

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. For more information about our services please visit clearcaptions.com. The kind of people we look for: • Versatile people who thrive on variety and challenge • Excited about working in a fast-paced environment. • Innate problem solvers who want to grow in a flexible, collaborative culture. • Takes initiative, pushes boundaries, motivated to innovate. • Individuals with a growth mindset who want to use their learning and relationship-building skills. • Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality. Position Summary: The Operational Excellence Analysts will play a pivotal role in driving process improvement, enhancing operational performance, and fostering a culture of continuous improvement within ClearCaptions’ Customer Experience department. This role is responsible for leading key operational initiatives, managing projects, and driving process improvements to enhance efficiency within the contact center operations and serving as a change agent across customer-facing and internal operational departments. Developing standards, processes, executing effective feedback loops, operational assessments, ensuring compliance and contributing to training programs to improve service delivery and operational efficiency. Acting as a champion of operational excellence, the Operational Excellence Analyst will ensure that improvement efforts align with ClearCaptions’ strategic goals and customer-focused mission This is a Remote/Work from Home position reporting to the Director of Operational Excellence What you will do: • Work cross-functionally serving as the CEX leads to execute operational projects and initiatives, ensuring alignment with business objectives. • Manage and optimize processes within CEX to improve efficiency and agent performance. • Act as the primary liaison between Client Care and Operational Excellence functions (Quality, Training, Performance Insights, and Employee Experience). • Drive process documentation and SOP updates to ensure consistency and scalability. • Lead and oversee cross-functional projects from initiation to completion, ensuring timely delivery, alignment with business objectives, and effective stakeholder communication. • Analyze operational performance metrics to identify trends and recommend solutions. • Partner with leadership to define and refine best practices for scalable growth. • Support business continuity planning and risk mitigation efforts within operations. • Work with technology and process management teams to optimize tools, automation, and workflow efficiency. • Leverage data analysis to identify trends, measure performance, and prioritize areas for improvement. • Conduct deep-dive analyses to identify underlying issues affecting operational performance and customer satisfaction. • Establish frameworks to measure efficiency, effectiveness, and impact of customer experience initiatives. • Present findings, insights, and recommendations to leadership, ensuring alignment on priorities and strategies. Qualifications: • High School diploma or equivalent; continuing education or bachelor’s degree in related discipline preferred. • 5+ years of experience in operations, process improvement, or a similar role supporting contact centers. • 2+ years of people management experience or equivalent experience leading cross functional initiatives, driving alignment and influencing outcomes without direct authority. • Proven experience in process improvement, operational analysis, and performance measurement. • Proven ability to lead teams through change initiatives, ensuring effective implementation and adoption. • Proven experience in managing multiple projects simultaneously and demonstrated ability to develop project plans, track progress, manage risks, and collaborate with cross-functional teams to ensure successful execution. • Familiarity with contact center operations and key metrics (e.g., CSAT, NPS, FCR). • A structured and methodical approach to diagnosing issues and designing innovative solutions. Preferred Qualifications: • Certification (Green Belt or higher preferred) and practical application experience. • Proficient in data analysis tools (e.g., Excel, Tableau) and process mapping techniques. • Strong experience in implementing process improvement initiatives within customer-facing environments, such as Contact Centers or Customer Support teams. • Excellent verbal and written communication skills, presentation, and problem-solving skills. • Self-starter with strong organizational and time management skills, self-directed and 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. • Proficient in MS Office, Salesforce CRM, Ring Central, In Contact and modern communication tools for virtual teams (i.e., MS Teams, Word, PowerPoint & Excel) Physical Demands: Employees may experience the following physical demands for extended periods of time: • Sitting, standing and walking (95-100%) • Keyboarding (70-90%) • Viewing computer monitor, tablet and cell phone requiring close vision (70-90%) Work Environment: 100% Remote: Work environment is at home. Compensation: $80,000 to $85,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like. ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Disclaimer: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship. Apply tot his job Apply To this Job