JOB SUMMARYThe Senior Operational Excellence Consultant is responsible for leading operational readiness and implementation initiatives that enable successful delivery of new products, services, and capabilities across the Customer Success organization. This consultative role partners cross-functionally with Product, Engineering, Integration, and Client Success teams to assess operational impacts, coordinate operational readiness activities, and translate technical and business requirements into scalable operational practices that prepare Client Success to successfully support new products, services, and capabilities.
Working independently within the Services Excellence function, this role leads complex operational workstreams, facilitates cross-functional planning and execution, and serves as a trusted operational advisor throughout the operational readiness lifecycle. The Senior Operational Excellence Consultant applies deep operational knowledge and sound judgment to resolve readiness risks and challenges, measure operational impacts, and identify opportunities to improve operational execution.
Through strong technical acumen, cross-functional collaboration, and a continuous improvement mindset, this role contributes to the continuous evolution of operational readiness practices and execution models that support consistent, scalable, and high-quality service delivery.
ESSENTIAL JOB RESPONSIBILITIESOperational Readiness & Execution- Lead operational readiness initiatives for new products, services, enhancements, and strategic initiatives across Client Success.
- Lead operational intake activities for new products, services, and enhancements, ensuring operational requirements, dependencies, and readiness considerations are identified and incorporated into implementation planning.
- Evaluate operational impacts, assess readiness against defined criteria, and develop operational readiness strategies that support go/no-go recommendations, risk mitigation, and successful adoption of new capabilities.
- Translate technical and business requirements, system dependencies, and integration considerations into scalable operational workflows, readiness plans, and operational execution strategies.
- Coordinate readiness activities and drive end-to-end alignment across Product, Engineering, Integration, and Client Success to ensure organizational preparedness prior to release.
- Identify operational risks, dependencies, and gaps, facilitating cross-functional resolution to support successful delivery and readiness.
- Monitor, evaluate, and communicate operational readiness status, execution progress, and operational insights to support informed decision-making and continuous improvement.
- Develop, maintain, and continuously refine operational readiness frameworks, playbooks, runbooks, and supporting operational artifacts that enable consistent, scalable execution across Services.
- Drive the adoption of standardized operational metrics that measure readiness effectiveness, operational efficiency gains, and business impact, enabling data-driven reporting and informed decision-making across operational and executive leadership.
Cross-Functional Operational Leadership- Serve as the operational lead for assigned cross-functional initiatives, ensuring participation and alignment across technical and business stakeholders.
- Build trusted partnerships with Product, Engineering, Integration, Client Success, and other operational teams to facilitate successful readiness initiatives and provide guidance on execution approaches and downstream operational impacts.
- Provide consultative operational guidance throughout the product and service lifecycle, ensuring readiness risks, dependencies, and operational impacts are understood and proactively addressed.
- Facilitate operational planning sessions, readiness reviews, and implementation discussions to support informed decision-making.
- Communicate readiness status, operational risks, dependencies, and recommendations to stakeholders and leadership.
- Influence cross-functional stakeholders to achieve operational readiness objectives by facilitating alignment, resolving dependencies, and communicating operational recommendations.
Operational Planning, Analysis & Continuous Improvement- Analyze operational processes, readiness outcomes, execution performance, and stakeholder feedback to identify opportunities for continuous improvement.
- Measure and evaluate operational readiness effectiveness and recommend enhancements that improve scalability, efficiency, and organizational preparedness.
- Evaluate and leverage AI-enabled tools and automation opportunities to streamline and improve operational workflows and reduce manual efforts for readiness activities, driving execution efficiency.
- Contribute to the evolution of Services operational practices by incorporating lessons learned, emerging technologies, and cross-functional feedback.
- Develop reporting, dashboards, or operational metrics that provide end-to-end visibility into readiness progress, implementation health, and operational performance serving audiences from contributors to executives.
REQUIRED QUALIFICATIONS - Bachelor's Degree in Business, Information Systems, Computer Science, Engineering, or a related field.
- Minimum of five (5) years of experience in operational excellence, operational readiness, implementation, technical operations, program coordination, or a related operational discipline.
- Minimum of three (3) years of experience partnering cross-functionally with Product, Engineering, Integration, and business teams in a technology or SaaS environment to lead complex operational initiatives without direct authority.
- Minimum of three (3) years of experience translating technical requirements, system dependencies, and integration considerations into scalable operational processes, readiness plans, and successful product launch, service enablement, or organizational change initiatives.
- Minimum of three (3) years of experience working in Agile or Kanban environments using Jira, Confluence, or similar work management platforms.
PREFERRED QUALIFICATIONS- Demonstrated ability to evaluate operational impacts, assess organizational readiness, identify operational risks, and develop practical solutions that support successful operational execution.
- Experience in healthcare technology, payment integrity, or payer operations.
- Experience supporting technical implementations, system integrations, or SaaS product delivery.
- Familiarity with operational metrics, dashboard development, or executive reporting.
- Experience utilizing AI-enabled tools to improve operational efficiency, documentation, reporting, or workflow automation.
- Lean, Six Sigma, Agile, Scrum, or related operational excellence certifications
General Competencies - Excellent verbal and written communication skills, with the ability to communicate technical concepts, operational impacts, and readiness recommendations to both technical and non-technical audiences.
- Stakeholder management and relationship-building skills, with the ability to influence cross-functional teams and drive alignment without direct authority.
- Ability to influence outcomes through collaboration, credibility, and effective communication rather than formal authority.
- Experience facilitating cross-functional planning sessions, operational readiness reviews, or implementation planning activities.
- Demonstrated analytical and critical thinking skills with the ability to evaluate complex operational challenges and develop practical, scalable solutions.
- Ability to think systemically, evaluating upstream and downstream operational impacts to develop solutions that support scalable, sustainable execution.
- Strong organizational and planning skills, with the ability to manage multiple concurrent initiatives and competing priorities.
- Highly collaborative, self-motivated, and proactive, with a continuous improvement mindset.
- Ability to navigate ambiguity and adapt to changing business priorities while maintaining focus on operational outcomes.
- Strong technical aptitude and the ability to quickly learn new systems, tools, technologies, and business processes.
- Excellent attention to detail with a commitment to operational quality, consistency, and execution excellence.
***The US base salary range for this full-time position is:
$86,973.00 - $130,460.00
The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location. Please note that the compensation details listed in US role postings reflect the base salary only, and does not reflect the value of the total rewards compensation. ***
