Head of Operational Excellence
- Own all operational SOPs, including:
- Internal operational SOPs
- Warehouse SOPs
- Customer support SOPs
- External and customer-facing operational documentation
- Create new SOPs and update existing SOPs as processes evolve
- Challenge existing workflows to improve efficiency, accuracy, and quality
- Maintain SOP version control, approvals, and change documentation
- Ensure SOPs remain aligned with operational reality and business needs
- Own and lead operational complaint investigations, including:
- Physical investigations within warehouse operations
- Workflow investigations across support and cross-functional handoffs
- Perform root cause analysis and document findings
- Define and implement corrective and preventive actions (CAPA)
- Translate investigation findings into:
- SOP updates
- Training updates
- Process controls and improvements
- Track trends in complaints to proactively drive operational improvements
- Design and maintain role-based training programs for:
- Warehouse associates
- Customer support associates
- Other operational roles as required
- Create and manage a training schedule aligned to SOP updates and operational needs
- Build and own a badging / certification system to validate SOP competency
- Partner with operations leaders to ensure training completion and effectiveness
- Identify retraining needs based on audits, investigations, or performance gaps
- Audit operational adherence to SOPs across teams and facilities
- Identify gaps between documented process and actual execution
- Escalate non-compliance and recommend corrective actions
- Support compliance, quality, and customer requirements through strong process discipline
- Ensure operational readiness for audits, reviews, and customer inquiries
- Identify inefficiencies, risks, and failure points in operational workflows
- Lead continuous improvement initiatives that improve:
- Accuracy
- Speed
- Scalability
- Quality
- Submit, manage, and implement process change requests
- Measure and report the impact of implemented improvements
- Partner with Sales, Operations, and other stakeholders to support new business onboarding
- Translate new customer requirements into:
- Amendments to existing SOPs, or
- Creation of customer-specific SOPs
- Ensure operational documentation and training are completed prior to go-live
- Act as the operational process owner ensuring readiness for new customers and services
- Own and enforce operational SOPs
- Require retraining when gaps are identified
- Recommend process changes and block go-live readiness if SOPs or training are incomplete
- Drive corrective actions based on investigations and audits
- 5+ years experience in operational excellence, quality management, or process improvement
- Direct experience owning SOPs in warehouse, logistics, fulfillment, or support operations
- Experience leading complaint investigations and root cause analysis
- Strong understanding of training systems and process documentation
- Ability to influence cross-functional stakeholders without direct authority
- Experience in regulated or quality-sensitive environments (logistics, healthcare ops, 3PL, etc.
- Familiarity with Lean, Six Sigma, or similar methodologies
- Experience supporting new customer onboarding or operational scaling
- SOPs are current, clear, and consistently followed
- Training and certification programs are adopted and measurable
- Complaint investigations lead to real, documented process improvements
- Operational errors and repeat issues decrease over time
- New business launches with clear, complete operational documentation
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