Regional Operations Excellence Director

Description

Why Everstory

At Everstory Partners, our mission is to create supportive spaces where individuals and families can find solace, meaning, and hope in the midst of loss. At the heart of our mission is a deep understanding of the profound and complex nature of grief. Every person’s journey through loss is unique, and we are committed to providing compassionate and personalized support. 

We also believe that grief is not a problem to be solved or a burden to manage alone, but rather a natural and beautiful part of the human experience. Backed by our national strength and our local partners’ role is to be a steady presence, a source of comfort and guidance, and a partner in celebrating the life and legacy of the person who has passed.

The Impact You Will Make

The Regional Operations Excellence Director is a senior leadership role focused on driving consistency of operations and the optimization of processes, procedures, and service quality. With a commitment to continuous improvement, this role supports the SVP of Operations and corresponding AVPs of Operations in executing organization wide programs, projects, and initiatives to Everstory Partner’s standard of excellence, improving overall compliance and competence of the field Operations teams.

Responsibilities

• Track and communicate organization-wide programs and projects on a weekly, monthly, quarterly, and annual basis to ensure alignment with business goals and objectives related to the time periods.
• Develop both strategic and tactical plans outlining all process steps needed to achieve the desired compliance and competence goals for each organization-wide program and/or project.
• Guide area and location level teams through change management required by operational excellence initiatives; leading through influence.
• Identify areas for improvement in systems, processes, and procedures to enhance overall execution of operations initiatives and service quality.
• Measure and report on field operations effectiveness as related to organization-wide programs and projects to ensure defined business goals are met or exceeded; identifies locations or areas that struggle to meet goals and puts remediation strategies in place.
• Partner with Support Center department leadership during the planning, implementation, and ongoing support phases of programs/projects to execute effectively at the location level.
• Communicate effectively with stakeholders at all levels, providing regular updates on project/program progress and challenges.

Core Competencies

• Compassion - Genuinely cares about people; is concerned about their work and non-work problems; is available and ready to help; is sympathetic to the plight of others not as fortunate; demonstrates real empathy with the joys and pains of others. 
• Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Ethics and Values - Adheres to appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches.

Role Competencies

• Business Acumen – Knows how businesses work. Knowledgeable in current and possible future policies, practices, trends, technology, and information affecting their business and organization. Is aware of how strategies and tactics work in the marketplace.
• Drive for Results – Can be counted on to exceed goals successfully. Is constantly and consistently one of the top performers. Steadfastly pushes self and others for results.
• Peer Relationships – Can quickly find common ground and solve problems for the good of all. Is seen as a team player and is cooperative. Easily gains trust and support of peers. Encourages collaboration.
• Problem Solving – Probes all fruitful sources for answers. Can see hidden problems. Is excellent at honest analysis.
• Planning – Accurately scopes out length and difficulty of tasks and projects. Sets objectives and goals. Breaks down work into the process steps. Measures performance against goals. Evaluates results.
• Motivating Others - Can motivate many kinds of team or project members. Pushes tasks and decisions down. Invites i