Operations Process Engineer

Description

The Operations Process Engineer is the continuous improvement leader for the Customer Success Department. This leader defines and manages timely completion of “continuous improvement” projects that increase install throughput, customer adoption of Lightspeed software, and overall customer satisfaction. Projects require Lean/DMAIC problem solving methodology in a software business to discover root causes. Leads cross-functional strategy workshops to determine solutions and will work with stakeholders on scheduling and implementation, under limited supervision. Utilizes project management principles regarding strategy, practices, and procedures, to accomplish challenging projects having a high level of revenue and cost impact. Demonstrates leadership and collaboration skills to achieve goals without direct control over resources. Works independently and exercises sound judgment in selecting methods and techniques to obtain results.

Position Responsibilities & Essential Functions

• Promotes problem solving culture by facilitating cross-functional strategy sessions, including process mapping.
• Utilizes DMAIC (Define, Measure, Analyze, Implement, Control) methods to improve business processes to increase implementation throughput, customer adoption, and customer satisfaction.
• Acts as a Technology Project Manager: using the best project management principles, this leader synchronizes portfolio planning, scoping, and execution processes to deliver continuous improvement projects on-time and within budget to committed roadmaps, and performance KPIs.
• Identify project goals, scope, resources, budget, dependencies, risks and communications needs.
• Identify, escalate, and resolve conflicts.
• Implement large, cross-team, multi-year programs and projects.
• Proactively identify opportunities and contribute to continuous business process improvement efforts to help streamline and standardize workflow, communication, and resource efficiencies.
• Conducts initiation and project closure activities to formalize and communicate the project acceptance and handover documentation and complete a post-implementation review to identify areas of improvement.
• Communicate portfolio scope, roadmap alignment, priorities, and status to governance board and stakeholders.
• Maintain awareness of industry trends, business conditions, and internal processes and practices to influence the success of portfolio initiatives.
  
  

Required Qualifications

• Project Management or Agile Certification (PMP, PMI-ACP, SAFe, CSP).
• Lean/Six Sigma or DMAIC Certification
• Experience working in a software industry
• Experience working in an agile software development environment.
• Strong understanding of technology stack and product lifecycle.
• Experience in collaborating across business/product lines and organizational groups.
• Dealership Industry or Lightspeed experience - strongly preferred
• Experience in collaborating with offshore agile teams - strongly preferred
  
  

Education/Experience

• Bachelor’s degree in Computer Science, Business, or Engineering
• 5+ years of experience in managing technical programs, projects and priorities.
• 3 years’ experience leading and mentoring project management resources
• Understanding of project management tools such as JIRA, Confluence, Microsoft Office, Visio, etc.
• Strong problem-solving skills, technical aptitude, and automotive experience a plus. Ability to think and act creatively and strategically.
• Exceptionally strong written and verbal communications with a strong aptitude for presenting thoughts and ideas to senior stakeholders.
• Excellent analysis, problem-solving, conflict management, and time management skills.
• Strong estimation, scheduling, budget, and resource allocation skills.
• Excellent interpersonal skills with the ability to negotiate and persuade key decision-makers.
• Excellent written and verbal communication skills with a strong aptitude for presenting succinctly.
• Excellent ability to set clear expectations, manage team performance, and build high morale among team members.
• Some travel may be required.