Senior Operational Excellence Lead

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET'S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we'll always find EMPATHY

WHAT IS YOUR ROLE

The Senior Operational Excellence Lead is a senior individual contributor and recognized subject matter expert responsible for driving enterprise-level process excellence, operational efficiency, and business transformation initiatives across Boldr.

Operating with a high level of independence, this role focuses on solving significant, complex, and ambiguous problems that have broad business impact. You will influence how Boldr designs, prioritizes, and governs operational improvement initiatives by partnering closely with functional leaders, senior stakeholders, and cross-functional teams. This role goes beyond project execution, shaping standards, influencing decision-making, and embedding sustainable operational excellence practices across the organization.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DOEnterprise Operational Excellence & Business Transformation

• Own an enterprise-level portfolio of operational excellence, process optimization, and business transformation initiatives that directly support Boldr's strategic objectives, growth priorities, and scalability requirements.
• Serve as Boldr's subject matter expert in operational excellence methodologies, providing thought leadership on Lean, Six Sigma, DMAIC, and continuous improvement practices across the organization.
• Lead complex, ambiguous initiatives involving multiple functions, geographies, and stakeholders, where problems are not clearly defined and require evaluation of both qualitative and quantitative factors
• Design and implement future-state operating models that improve efficiency, quality, cost structure, service delivery, and organizational effectiveness at scale.
  

Strategic Analysis, Innovation & Solution Design

• Translate strategic business objectives into actionable improvement roadmaps, ensuring alignment between operational initiatives and enterprise priorities.
• Conduct advanced process discovery and value stream analysis, identifying systemic constraints, structural inefficiencies, and cross-functional dependencies.
• Create data-driven business cases and decision frameworks that size opportunity, quantify financial and operational impact, and support senior leadership prioritization and investment decisions.
• Develop innovative, non-standard solutions to unique operational challenges, applying conceptual and creative thinking beyond existing tools or practices.

Executive Partnership & Cross-Functional Leadership

• Act as a trusted partner to functional leaders and senior stakeholders, influencing decisions related to prioritization, sequencing, and allocation of resources for improvement initiatives.
• Lead and coordinate cross-functional working groups and transformation teams without formal authority, setting direction, aligning stakeholders, and driving accountability.
• Facilitate executive-level forums, workshops, and reviews, synthesizing complex data and insights into clear recommendations and outcomes.
• Represent operational excellence initiatives in senior-level discussions, ensuring visibility, alignment, and sustained sponsorship.
  

Governance, Measurement & Sustainability

• Define and govern enterprise KPIs and performance measurement frameworks to track effectiveness, benefits realization, and long-term sustainability of operational improvements.
• Establish and evolve standards, playbooks, and governance mechanisms for process excellence, ensuring consistency, scalability, and repeatability across Boldr.
• Monitor adoption and performance post-implementation, proactively identifying risks, variances, or unintended consequences and driving corrective action.
• Embed continuous improvement into day-to-day operations, ensuring gains are sustained and scaled beyond individual initiatives.
  

Capability Building & Organizational Enablement

• Build organizational capability in operational excellence by designing and delivering advanced training, coaching, and hands-on enablement for teams and leaders.
• Mentor and guide practitioners and project contributors, raising the overall maturity and impact of improvement efforts across the company.
• Promote a culture of disciplined problem-solving, data-driven decision-making, and operational accountability through influence rather than authority.

Requirements

WHAT WE'LL LIKE ABOUT YOU

 YOU ARE…

• A strategic and analytical problem-solver who thrives in complex, ambiguous environments
• A results-driven change agent with a strong passion for continuous improvement and operational excellence.
• A recognized subject matter expert in operational excellence and continuous improvement
• Comfortable operating in ambiguity and solving problems with broad organizational impact.
• A strategic thinker who connects operational improvements to business outcomes
• A confident influencer who can engage and align senior stakeholders
• Analytical, disciplined, and creative in how you approach complex challenges
• A collaborative partner who builds trust and credibility across functions

 YOU HAVE…

• 5–7+ years of professional experience in operational excellence, process improvement, business transformation, or a related discipline, with demonstrated impact across complex, cross-functional, or enterprise-level environments (BPO, shared services, technology-enabled operations, or fast-scaling organizations preferred).
• A Bachelor's degree in Industrial Engineering, Business Administration, Operations Management, or a related field (or equivalent demonstrated professional experience); advanced or specialized training is a plus.
• Lean Six Sigma Green Belt or Black Belt certification (preferred), with the ability to apply methodologies pragmatically in ambiguous, real-world business environments.
• Proven experience owning and leading multiple high-impact improvement and transformation initiatives end-to-end, from problem definition and opportunity sizing through implementation, benefits realization, and sustainment.
• Demonstrated ability to operate with independent judgment, selecting and adapting methodologies, tools, and approaches based on context rather than following pre-defined playbooks.
• Strong project and program leadership experience, managing concurrent medium-to-large initiatives involving multiple stakeholders, workstreams, and dependencies.
  
  

Advanced Analytical & Methodological Expertise

• Advanced analytical capabilities, with hands-on experience leveraging quantitative and qualitative data to diagnose problems, test hypotheses, and inform decisions.
• Deep practical experience using process mapping, data analysis, and visualization tools such as Excel / Google Sheets, Visio or Lucidchart, Tableau, Power BI, or similar BI platforms.
• Expert-level proficiency in:
  
  • Root Cause Analysis (qualitative and quantitative)
  • Value Stream Mapping across end-to-end processes
  • Process design, documentation, and standardization
  • Opportunity sizing and impact estimation
    
• Strong experience designing and implementing KPI frameworks, performance dashboards, and benefits tracking models to measure effectiveness, outcomes, and long-term sustainability.
  
  

Strategic & Stakeholder Capability

• Demonstrated success partnering with senior leaders and cross-functional stakeholders to influence priorities, align on solutions, and drive adoption without formal authority.
• Experience translating complex analysis and operational insights into clear, actionable recommendations tailored to both technical and non-technical audiences.
• Excellent verbal, written, and executive-level presentation skills, with the ability to facilitate workshops, lead decision forums, and communicate progress, risks, and outcomes.
  
  

Technology & Enablement

• Working knowledge of process automation, workflow tools, and data platforms that support operational excellence and continuous improvement initiatives.
• Experience collaborating with technology, data, or engineering teams to enable process improvements through systems and tooling.
• Strong capability in structuring unstructured problems, building scalable solutions, and embedding best practices rather than one-off fixes.

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