{"id":2899461,"url":"https://alion.io/job/clearcaptions-sr-operational-excellence-analyst-100-remote-2","title":"Sr. Operational Excellence Analyst (100% Remote)","company":{"id":2107958,"name":"ClearCaptions","domain":"clearcaptions.com","url":"https://alion.io/company/clearcaptions","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":99,"open_postings":23,"ghost_share":0,"stale_share":0.043,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":72000,"max_usd":146000,"period":"year","method":"global_role_seniority_cell","sample_n":3468},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Tableau","optional":false}],"status":"closed","first_seen_at":"2026-07-21T07:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-26T15:00:36Z","board_verified":false,"closed_at":"2026-10-26T15:00:36Z","days_open":97,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":96},"description":"Title\n Position Summary: \nThe 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. \nThis 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. \n\nThis is a Remote/Work from Home position reporting to Director of Operational Excellence \n\nWhat you will do: \nAct as a senior lead for high-complexity, cross-functional projects focused on operational innovation and transformation. \nServe as a key advisor to CEX leadership on best practices, operational risk, and change strategy. \nLead large-scale process improvement initiatives leveraging Lean, Six Sigma, and Agile methodologies. \nMentor and coach Operational Excellence Analysts and other functional stakeholders to strengthen continuous improvement capabilities across the organization. \nArchitect and implement scalable, standardized processes and governance frameworks across customer operations. \nDrive enterprise-wide process documentation, SOP development, and compliance assurance. \nServe as a quality and efficiency champion, embedding continuous improvement disciplines into daily operations. \nPerform advanced data analysis using BI tools to identify root causes, performance trends, and improvement opportunities. \nDevelop executive dashboards and storytelling insights to inform strategic decision-making. \nCollaborate with the Performance Metrics & Insights team to define and evolve KPIs that support operational and customer success goals. \nManage enterprise-wide programs and initiatives, including those involving technology integrations, workforce optimization, and customer experience redesign. \nOwn project lifecycles from discovery through implementation and post-launch evaluation, ensuring alignment with strategic priorities and measurable outcomes. \nAnticipate and proactively manage risks, ensuring mitigation plans and clear stakeholder communication. \nLead organizational readiness planning and execution for strategic transformations, including stakeholder alignment, training, and adoption support. \nServe as a liaison between frontline teams and executive leadership, ensuring voice of the customer and employee experience inform change initiatives. \n\nQualifications: \nBachelor’s degree in Business, Operations, Industrial Engineering, or related field; Master’s degree preferred. \n7+ years of progressive experience in operations, process excellence, or strategy roles supporting contact centers or customer operations. \n3+ years leading large cross-functional initiatives with enterprise impact. \nProven expertise in operational diagnostics, root cause analysis, and design thinking methodologies. \nDemonstrated experience influencing senior leaders and facilitating high-stakes meetings. \nAdvanced proficiency in Excel, Tableau (or equivalent BI tools), and process mapping software (e.g., Lucidchart, Visio). \nStrong business acumen, strategic thinking, and ability to drive decisions in ambiguity. \nExceptional verbal, written, and visual communication skills; strong storytelling and data visualization, presentation, and problem-solving skills. \nSelf-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. \nAbility to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment. \nDemonstrated ability to use discretion, make sound decisions, and maintain confidentiality. \nWillingness and ability to work flexible hours and travel (up to 5%) will include some overnight travel. \nProficient in MS Office, Salesforce CRM, Ring Central, In Contact and modern communication tools for virtual teams (i.e., MS Teams, Word, PowerPoint & Excel) \nPreferred Qualifications: \nLean Six Sigma Black Belt certification or equivalent. \nProsci or comparable change management certification. \nExperience supporting transformation initiatives involving digital tools (CRM, IVR, Workforce Management, etc.). \nBackground in business continuity planning or operational risk management. \nExperience working in mission-driven or accessibility-centered organizations. \n\nPhysical Demands: \nEmployees may experience the following physical demands for extended periods of time: \nSitting, standing, and walking (95-100%) \nKeyboarding (70-90%) \nViewing computer monitor, tablet and cell phone requiring close vision (70-90%) \n\nWork Environment: \n100% Remote: Work environment is at home.","description_format":"text","description_chars":5187,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Hearing Care & 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