Strategy & Operations Consultant

About the position

The Strategy & Operations Consultant position is based in Charlotte, NC, and reports directly to the CFO. This role involves managing a team of 5 to 8 people and requires collaboration with various internal teams, including the legal team, internal client managers, and team members in the Philippines, as well as external clients. The consultant will utilize project management skills to oversee cross-functional processes and ensure that various forms and documents are completed on time by clients. Additionally, the consultant will be responsible for developing forecasts, measuring KPIs, and implementing the latest technology and best practices to enhance operational efficiency.

Responsibilities

• Manage a team of 5 to 8 people
• Utilize project management skills for cross-functional processes, collaborating with legal, case management and recruiting teams
• Develop forecasts and measure KPIs
• Implement the latest technology and best practices
• Confirm various forms and documents are completed on time by clients
• Work with internal and external stakeholders to identify team priorities and ensure deadlines are met
• Collaborate with technical resources to identify, build, and implement automation and process efficiency, where possible
• Provide support to leadership team via documentation, quality assurance testing, and work flow progression
• Identify and drive enhancements to enforce data integrity, improve data quality, and equip teams to solve problems more efficiently
• Identify and solve issues impacting program participants by using analysis, experience, and judgment
• Strategically plan and implement capacity and resource optimization initiatives to ensure program scalability and optimal team workloads
• Act as an escalation point for client concerns, using data query skills and client/program knowledge to help answer questions and resolve user issues.

Requirements

• Strong focus on process, predictability, and continuous improvement
• Excellent organization skills
• Facilitate consensus decision-making, seeking input from all key stakeholders
• Embrace alternative points of view when appropriate
• Ability to work across multiple internal teams and skillsets
• Consistently demonstrates strategic thinking and foresight
• Strong attention to detail and nuance
• Builds collaborative interpersonal relationships
• Ability to craft targeted, effective communications for varied audiences
• Strong personal accountability, with a willingness to acknowledge mistakes and work proactively to prevent future problems
• Excitement for working on a team that will collaboratively solve problems and design solutions for a variety of client programs
• Strong focus on continuous learning and professional development
• Experience interacting with data, client-service, and development teams on a daily basis to share and retain pertinent information
• Previous roles may include: Project coordinator, process coordinator, production planner, call center process manager, logistics manager or project management. Relevant experience in manufacturing, logistics, service industries.

Nice-to-haves

• Experience working with all applications in the Microsoft Office Suite
• Project management, CRM, ERP and ATS software, for example BullHorn
• Experience working with any relational database
• Over five years in a process improvement role
• Bachelor's degree