Manager - Digital Operational Excellence

As a Manager, Operational Excellence, you will play a crucial role in managing and resolving incidents while ensuring our operational processes are optimized for peak performance across the DCO. You will work closely with cross-functional teams to proactively identify, analyze, and resolve issues that impact our operations.

Key Responsibilities:

• Drive the Incident and Problem Management workstream from an operational perspective to ensure timely resolution of issues and minimization of customer impact in strong coordination with Service Management.
• Develop and monitor key performance indicators to report on incidents and operational efficiency. Including running Daily Standups and managing mega moments for operations.
• Facilitate root cause analysis and implement preventive measures to reduce the recurrence of incidents both technically (P1, 2, 3, 4) and operationally.
• Maintain a robust knowledge base of incident and problem management processes, as well as ensuring lessons learned are shared across the organization.
• Support Reporting & KPI Development by providing accurate data and insights into incident trends and resolution outcomes.
• Participate in continuous improvement initiatives by identifying and addressing operational bottlenecks and opportunities for process enhancements in post-incident environments.
• Engage in training and development sessions to ensure best practices in incident management are well understood and implemented across teams.

Core Competencies:

• Process Mapping: Strong capability in mapping and visualizing processes to identify critical points of failure and opportunities for improvement.
• Independent Work: Ability to work autonomously and make informed decisions with minimal supervision.
• Analytical Thinking: Exceptional analytical skills to dissect problems and devise measurable solutions.
• Communication Skills: Excellent verbal and written communication skills to effectively share insights and influence/persuade stakeholders across all levels of the organization.
• Adaptability: Comfortable working in a dynamic environment and able to adjust strategies as business needs evolve.
• Team Collaboration: Proven experience in fostering a collaborative team environment and working effectively with cross-functional teams.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• 3+ years of experience in operational excellence or process improvement, preferably in the apparel industry or a related e-commerce environment.
• Proven track record in managing incidents and problems, with a strong analytical mindset and problem-solving skills.
• Experience with KPI development and reporting.
• Knowledge of Lean, Six Sigma, Kaizen or other continuous improvement methodologies is highly desirable.