Hybrid Operations Excellence Manager

Posted 4 weeks ago

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About the role

  • Partner with Customer Service to analyze customer claims, categorize issues, and link them to responsible parties and root causes.
  • Conduct structured root cause analysis using frameworks such as the 5 Whys and Pareto analysis, and define corrective and preventive actions.
  • Collaborate with Operations teams (Blanks, Printing, Logistics, Supply Chain) to ensure corrective actions are implemented, tracked, and sustained.
  • Work with Product and Engineering teams to define requirements for tools and dashboards that enable claims categorization, automated RCA tracking, and quality monitoring.
  • Develop and maintain quality dashboards and reporting to provide visibility into claim trends and progress on corrective actions.
  • Drive continuous improvement initiatives to reduce claim frequency, improve quality, and enhance customer experience.
  • Communicate findings and action plans to leadership, ensuring alignment and accountability across teams.

Requirements

  • **Basic Qualifications**
  • Bachelor’s degree in Engineering, Operations Management, Supply Chain, Business Administration, or a related field.
  • 5–8 years of experience in operations, quality, or customer success/experience roles.
  • Background in claims management, customer issue resolution, or quality systems.
  • Strong analytical skills with demonstrated ability to translate customer issues into operational improvements.
  • Proficiency with root cause analysis and corrective action frameworks (e.g., 5 Whys, Pareto analysis).
  • Experience collaborating with software/product teams to define data and tooling requirements.
  • Excellent written and verbal communication skills, with ability to influence across functions.
  • Understanding of e-commerce, printing, or consumer goods fulfillment operations is highly valuable.
  • **Preferred Qualifications**
  • Experience designing or implementing claims dashboards, categorization workflows, or RCA tools.
  • Proven ability to work seamlessly across Customer Service and Operations teams.
  • Advanced degree or certification in Quality, Operations, or related field (e.g., Six Sigma, Lean).

Benefits

  • **What We Offer**
  • Compensation & Growth: Competitive salary, equity opportunities, and performance-based bonuses.
  • Comprehensive Benefits: Full medical, dental, and vision coverage, with a portion of premiums paid by Jiffy.
  • Retirement Planning: 401(k)
  • Wellness Support: Annual wellness benefits to help you stay healthy and balanced.
  • Tools for Success: Choice of MacBook or PC laptop, plus equipment for your home office setup.
  • Perks & Extras: Annual credit of $200 to use on our website plus more team merch drops than you will know what to do with!
  • Professional Development: Annual stipend to support your learning and career growth.

Job title

Operations Excellence Manager

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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