Job Title: Strategic Implementation and Process Optimization Manager
Location: San Francisco, CA
Employment Type: Contract
About Us:DMV IT Service LLC is a trusted IT consulting firm, established in 2020. We specialize in optimizing IT infrastructure, providing expert guidance, and supporting workforce needs with top-tier staffing services. Our expertise spans system administration, cybersecurity, networking, and IT operations. We empower our clients to achieve their technology goals with a client-focused approach that includes online training and job placements, fostering long-term IT success.
Job Purpose:As a Strategic Implementation and Process Optimization Manager, you will lead and manage complex, cross-functional projects that bridge upstream teams and operations. You will ensure that launched solutions are innovative, scalable, and customer-centric, acting as a domain expert and accountability driver to influence solution development and operational excellence.
RequirementsKey Responsibilities - Lead high-performing, cross-functional teams across operations and shared services, managing multiple concurrent projects and programs.
- Develop detailed, flexible end-to-end implementation plans and drive execution through launch and post-launch monitoring.
- Collaborate with leadership to maintain strategic alignment, provide project updates, and manage stakeholder expectations.
- Gather and define operational business requirements, write clear documentation, and work with product and engineering teams to integrate these needs into product requirements.
- Become a subject matter expert in the fraud and safety domain, designing robust and streamlined agent investigation workflows leveraging internal tools.
- Own comprehensive user acceptance testing (UAT) to validate solutions prior to production deployment.
- Partner with product and workforce planning teams to dynamically forecast operational needs and optimize resource allocation.
- Ensure solutions undergo rigorous testing, designing experiments, pilots, and feedback loops to maximize learning before scaling.
- Collaborate with training teams to develop effective agent training materials that enhance knowledge retention.
- Define key performance indicators (KPIs) with analytics partners and build dashboards to monitor solution performance during and after launch.
- Establish quality metrics and work with quality assurance teams to analyze root causes and prevent decision-making errors.
- Conduct hypothesis-driven data analyses to address operational issues and improve outcomes.
- Lead continuous improvement efforts by owning key metrics and implementing post-launch enhancements.
- Identify inefficiencies and innovation opportunities from operational and market perspectives to improve customer experience and cost-effectiveness.
- Advocate for and embed Lean and Agile methodologies through training, coaching, and leading continuous improvement projects.
- Drive performance analysis and data-driven decision making to foster a culture of continuous improvement.
Required Skills & Experience - Bachelor's or Master's degree in Engineering, Science, Operations, or related fields (Engineering preferred).
- 8+ years of experience in project/program management, continuous improvement, technical program management, management consulting, or product management.
- Strong problem-solving skills with expertise in managing ambiguity and critical thinking.
- Proven track record of driving process improvements, optimizing workflows, and reducing bottlenecks in operations.
- Expertise in process mapping, process design, and implementation within operational organizations.
- Excellent strategic thinking, analytical skills, and business judgment; able to navigate sensitive issues effectively.
- Ability to manage multiple projects simultaneously in a fast-paced, evolving environment.
- Demonstrated leadership and organizational skills to motivate teams and influence stakeholders.
- Experience collaborating effectively across technical, product, engineering, and PMO teams.
- Project management and Lean/Six Sigma certifications are a plus.
- Skilled in building trusted relationships and influencing at all organizational levels.
- Exceptional verbal and written communication skills, especially with senior leadership.
- Highly organized, resourceful, and detail-oriented, capable of multitasking and following through despite ambiguity.
