The Company
At Brightline, we believe in creating meaningful connections through exceptional experiences. We’re creating a brighter way to get there by making travel more convenient, more sustainable, and more hospitable every day. If you’re optimistic, forward-thinking, and interested in shaping the future of travel with us, we’d love to hear from you.
Your Purpose
Following the guidance and in collaboration with the VP of Guest Experience, you will reset a vision for our standards across all guest facing operations at Brightline including stations and parking facilities, onboard our trains and our operations and guest experience center. You will evaluate all current standards, policies and procedures and make recommendations to elevate or replace those standards when necessary. Our goal is to deliver first-class service across all guest touch points and achieve a Net Promoter Score of 80+ and reviews of 4.5* or higher across consumer generated media sites including Google, Tripadvisor, and Yelp.
Your Role
- Strategic Development: In collaboration with operations leaders, develop and lead the implementation of a comprehensive Continuous Improvement and training strategy that aligns with business goals and objectives.
- Process Improvement: Lead cross-functional teams in performing detailed process analyses, root cause evaluations, and performance gap assessments to identify and address areas for improvement. Collaborate with internal and external partners to update standards in response to changes in operations practices, mandates, or company policy.
- Training Development: In collaboration with the Learning and Development Team, design and lead the execution of educational programs and workshops for operations that drive adherence to consistent operations excellence standards. This should include modernization of training methods and tools to cater to today’s modern/tech forward teammate, but that also works for people new to a professional work environment. In collaboration with operational leaders, identify, develop, and certify teammates for specialty training.
- Performance Analysis: Utilize data analytics to support business strategy, identify improvement opportunities, and drive performance enhancements. Develop and maintain methodology for tracking and ensure timely updates to the operational standards using inspections, spot checks, and other quality assessments. Develop specific KPIs to measure learning and development execution.
- Change Management: Be a primary stakeholder in various company initiatives to ensure the voice of the Guest is at the forefront to ensure proper change management of any developments and changes that directly or indirectly impact the Guest Experience teammates.
Your Qualifications
- Minimum of 8-10 years of experience in operations management, with a strong focus on continuous improvement, operational excellence, quality assurance, and training.
- Proven track record of leading successful continuous improvement and training initiatives in a complex, fast-paced environment.
- Experience with developing and maintaining SOPs while ensuring they are properly followed by the Operations.
- Excellent organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Demonstrated expertise in lean methodologies, Six Sigma, or other process improvement frameworks.
- Proficient with Microsoft Office (Excel, PowerPoint, and Outlook).
Combine your experience, innovation, and entrepreneurial spirit by joining our growing team in Florida and Nevada. Brightline is pleased to offer a competitive compensation and benefits package, and the opportunity to make a difference while making history as the only privately funded rapid rail service in the country.
Brightline Management, LLC is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Brightline Management, LLC will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
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