Sr. Operational Excellence Analyst (100% Remote)

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
The kind of people we look for:
• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.


Title
Position Summary:
The Sr. Operational Excellence Analyst will serve as a strategic driver of operational innovation and transformation within ClearCaptions’ Customer Experience (CEX) organization. Building upon a deep foundation of process improvement, analytics, and project management, this role leads high-impact initiatives that shape the future of contact center operations and customer experience strategies.
This role is responsible for guiding the design, implementation, and sustainability of operational frameworks that improve efficiency, scale, and service delivery. The ideal candidate brings exceptional analytical rigor, strong change leadership, and proven ability to drive measurable improvements in complex environments. Leading as a champion of operational excellence, the Operational Excellence Analyst will ensure that improvement efforts align with ClearCaptions’ strategic goals and customer-focused mission.

This is a Remote/Work from Home position reporting to Director of Operational Excellence

What you will do:
• Act as a senior lead for high-complexity, cross-functional projects focused on operational innovation and transformation.
• Serve as a key advisor to CEX leadership on best practices, operational risk, and change strategy.
• Lead large-scale process improvement initiatives leveraging Lean, Six Sigma, and Agile methodologies.
• Mentor and coach Operational Excellence Analysts and other functional stakeholders to strengthen continuous improvement capabilities across the organization.
• Architect and implement scalable, standardized processes and governance frameworks across customer operations.
• Drive enterprise-wide process documentation, SOP development, and compliance assurance.
• Serve as a quality and efficiency champion, embedding continuous improvement disciplines into daily operations.
• Perform advanced data analysis using BI tools to identify root causes, performance trends, and improvement opportunities.
• Develop executive dashboards and storytelling insights to inform strategic decision-making.
• Collaborate with the Performance Metrics & Insights team to define and evolve KPIs that support operational and customer success goals.
• Manage enterprise-wide programs and initiatives, including those involving technology integrations, workforce optimization, and customer experience redesign.
• Own project lifecycles from discovery through implementation and post-launch evaluation, ensuring alignment with strategic priorities and measurable outcomes.
• Anticipate and proactively manage risks, ensuring mitigation plans and clear stakeholder communication.
• Lead organizational readiness planning and execution for strategic transformations, including stakeholder alignment, training, and adoption support.
• Serve as a liaison between frontline teams and executive leadership, ensuring voice of the customer and employee experience inform change initiatives.

Qualifications:
• Bachelor’s degree in Business, Operations, Industrial Engineering, or related field; Master’s degree preferred.
• 7+ years of progressive expe