Senior Service Operations Analyst

Who You are:

You are a seasoned and emotionally intelligent professional with a proven track record in program management eager to bring your expertise to a dynamic growth-oriented organization. You thrive in managing complex projects driving process improvement and overseeing change management while demonstrating exceptional organizational skills and a strategic mindset. Passionate about delivering meaningful results you are motivated by the opportunity to lead diverse programs and projects for a variety of clients continuously refining your project management acumen. Your ability to mentor junior team members and contribute to team success makes you an invaluable asset to any organization.

About The Role:

The Senior Service Operation Specialist serves as a critical leader in driving operational excellence and delivering impactful projects within the organization. The ideal candidate will have Six Sigma certification and a proven track record in enhancing operational performance.

Objective of the Role:

Process Improvement:

• Process Mapping & Documentation: Use Six Sigma tools and methodologies (such as Value Stream Mapping SIPOC and process flow diagrams) to document and map current processes ensuring clear and accurate representations of workflows across the organization.

• Quantifying & Analyzing Processes: Apply Six Sigma techniques like statistical process control (SPC) control charts and process capability analysis to measure process performance identify bottlenecks inefficiencies and variations in key metrics.

• identify Improvement Opportunities: Utilize data-driven insights to identify process inefficiencies defects or areas where improvements could lead to increased efficiency cost savings or quality enhancements. Conduct root cause analysis using tools such as Fishbone diagrams or the 5 Whys.

• Lead process redesign initiatives to improve service quality reduce costs and enhance customer satisfaction.

• Monitor and measure outcomes of improvement projects to ensure sustained results.

Business Analysis:

• Conduct comprehensive requirements gathering and data analysis to inform decision-making.

• Translate business needs into actionable solutions by working closely with cross-functional teams.

• Develop business cases and cost-benefit analyses to justify initiatives.

• Evaluate the impact of process changes on business performance track improvements and provide regular reports to leadership showcasing the effectiveness of implemented strategies.

• Analyze best practices business trends and customer feedback to identify opportunities for growth process optimization and value creation.

Change Management and Leadership:

• Guide teams through process and system changes ensuring minimal disruption.

• Ensure that process improvements are embedded into standard operating procedures (SOPs) and business processes. Establish control plans to monitor improvements and prevent regressions.

• Foster a culture of continuous improvement by mentoring colleagues and sharing best practices.

Internal Project Management:

• Distill complex improvement initiatives into a structured program with clearly defined sub-projects overseeing multiple interlocking workstreams simultaneously to ensure alignment and successful execution.

• Identify internal objectives that require cross-functional collaboration and lead the formation and management of teams or committees to achieve these goals.

Performance Reporting:

• Establish KPIs and track progress against goals.

• Create detailed reports and dashboards for leadership to support strategic planning.

Required Qualifications and Skills:

Certifications:

• Six Sigma Certification (is a must)

• PMP a plus

• Change Management (PROSCI) a plus

Experience:

• 8+ years of experience in project management process improvement or business analysis.

• Proven success in leading cross-functional teams and delivering complex projects.

• Expertise in implementing operational efficiencies in service-based environments.

Technical Skills:

• Proficiency in process mapping tools (e.g. Visio Lucid chart).

• Automation experience a plus (Power Automate Automated Flows.)

• Experience with project management software (e.g. MS Project Jira or Smartsheet).

• Strong analytical skills with advanced knowledge of Excel Tableau or Power BI.

Soft Skills:

• Exceptional problem-solving and critical-thinking abilities.

• Demonstrates the ability to drive change and maintain momentum even in the face of challenges and setbacks

• Strong communication and stakeholder management skills.

• Ability to work under pressure and adapt to changing priorities.

Location:  Remote (Myriad360 employees must be based in the United States)

A Little About Us

Our mission is to challenge and enable our employees to achieve great things.

We live and breathe our core values:

• We Before Me: We demonstrate empathy through our actions and solicit diverse voices and opinions. We put ourselves in each other’s shoes readily admit our mistakes and generously share our time and knowledge.

• Dare To Be Great: We are big-picture thinkers who focus on solutions to problems. We solicit and offer actionable feedback to others without hesitation. We embrace opportunities to improve ourselves our teams and our work. We aim to be the best of the best.

• Own It: We set clear expectations communicate proactively and follow through on our commitments. We take pride in the experiences we create and the outcomes we deliver. We are personally invested in the success of our team and our clients. We iterate to deliver ever better results.

We are consistently listed among Inc & Crain's 'Best Places to Work' and we're proud of our accessible & engaged executive team. We believe in cultivating an atmosphere of inclusion and providing an environment that enables every employee to work to the best of their ability.

Some of Our Benefits

• Unlimited Paid Time Off (PTO)

• Paid Parental Leave

• Company-funded 401k contributions

• 100% employer covered individual & family health insurance plans provided

• Transparent candid culture with 1:1 coaching quarterly performance reviews and a consistent feedback loop

• Team-building events

• Quirky diverse respectful high-performing coworkers you’ll want to achieve greatness with!

Myriad360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected veteran status age or any other characteristic protected by law.

Pursuant to the NYC Pay Transparency Law the base salary range in New York City for this position is $120000 to $140000 plus opportunities for bonus and/or commission programs. Compensation in other geographies may vary.