National Express companies share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. Our corporate headquarters, located in Lisle, Illinois, houses the administrative and corporate support functions for the organization. Our 250+ local customer service centers (CSCs) are supported by regional operations teams located throughout North America. Learn more at nellc.com.
Position Overview:
The Senior Director, Operations Improvement will evaluate current processes and platforms in the data and reporting environment, create and manage data analytics strategy to improve operational efficiencies and execute on plans to implement process improvement initiatives.
Responsibilities:
- Drives continuous improvement to reduce costs, and improve quality, and service levels.
- Develops, implements and oversees data platforms for use by the field to drive operational efficiency and quality improvements.
- Creates and improves data measurement and reporting capabilities to measure actual performance against the plan.
- Partners with operational and corporate leaders to ensure successful implementation of reporting and data improvement initiatives.
- Trains and educates the organization and implements continuous improvement reporting and methodologies.
- Responsible for identifying and capturing opportunities to improve operational efficiency; improving data integrity and developing improvement plans based on the data.
- Establishes and manages systems for managing operational performance and incorporates this philosophy in the project planning and execution phases.
- Assists in training operational management on data and reporting tools (i.e. - ‘Power BI’- and/or others as determined by leadership) to be used by the company.
- Provides strategic leadership and tactical planning for Field operations teams in targeted areas.
- Responsible for creating written processes that offer guidance, standardize data collection and reporting methods and add structure to the organization.
Qualifications:
- Bachelor's Degree is preferred in a business or engineering discipline.
- 10-12 years of successful management experience with increased levels of responsibility.
- Proven managerial and leadership experience providing direction, guidance, and coaching to staff.
- Able to handle multiple, complex priorities and balance the needs of each according to business impact.
- Strong business and technical skills in process improvement, data analytics and advanced reporting methodologies.
- Knowledge and expertise in developing communication plans and strategies to facilitate the rollout of goals and action plans to achieve them.
- Systemic problem solver, implementing solutions to solve root cause problems. Creates an environment that encourages and rewards teamwork and collaboration.
- Sets expectations, tracks and communicates results, and creates an environment for accountability for results and actions.
- Understands and uses individual and team development tools.
- Strong written, oral, communications and facilitation skills.
- Conveys information in understandable terms at all levels of the organization and through proper channels.
- Creative and change-oriented continuous improvement process skills.
- Strong ability to learn.
- High energy. Assertive, energetic, and a self-starter.
- Working knowledge of PowerPoint and Excel.
- Ability to travel > 25%.
We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees are able to enroll in a retirement savings plan. The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/contractual terms, and positions.
At National Express, our goal is to be a diverse workforce that is representative of the communities we serve. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.
National Express LLC’s independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer.
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