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About the Role

The Operational Excellence Manager plays a hands-on and strategic role in identifying, executing, and sustaining continuous improvement initiatives across Service and FCOE operations. This individual contributor partners with leadership to assess current-state workflows, identify inefficiencies, and define future-state solutions, driving measurable improvements through data-driven analysis, technology enablement, and modern methodologies like Lean, Six Sigma, and Agentic AI.

Responsibilities

Conduct detailed process assessments to identify inefficiencies, bottlenecks, risks, and improvement opportunities using Lean, Six Sigma, and other process improvement methodologies.
Perform time-motion studies, workflow observations, and quantitative assessments to establish baseline performance and identify improvement levers.
Create clear and accurate current-state and future-state process maps using Visio, Lucid, Miro, Smartsheet, or other visualization tools.
Drive financial and operational performance by recommending and implementing improvements that lower operating expenses, increase throughput, reduce defects, and improve cost-to-serve metrics.
Lead the development of business cases including cost-benefit analyses, effort estimates, options/alternatives, and risk assessments; translate findings into executive-ready recommendations.
Lead cross-functional improvement initiatives, working closely with Operations, Technology, Product, PMO, BPC, and Reporting to ensure timely delivery and measurable outcomes, and manage projects directly as needed.
Track and document initiative progress, risks, escalations, dependencies, and results to support ongoing portfolio visibility and reporting.
Develop reusable standards, playbooks, and toolkits that enable consistent ways of working across teams and support scale.
Use data analytics, reporting tools, and root-cause analysis techniques to diagnose performance issues, quantify opportunities, and validate impact.
Partner with technology teams to explore and validate opportunities to apply automation, AI, agentic AI, and other emerging tools to operational workflows.
Define, collect, and monitor KPIs and operational metrics that evaluate initiative impact and guide ongoing improvements.
Maintain documentation and partner with the reporting team to create dashboards, and artifacts that support operational performance monitoring and decision-making.
Collaborate across departments: Technology, Product, Service Operations, FCOE, and others to gather requirements, validate process changes, and execute improvement plans.
Lead change management activities including communications, training documentation, Standard Operating Procedures (SOP) updates, and adoption support.
Act as a trusted advisor to senior stakeholders and leaders by providing clear, structured updates on progress, challenges, risks, and outcomes.

Requirements

Minimum Bachelor’s degree, or equivalent required.
5+ years of experience in operational improvement, service delivery, fulfillment, business analysis, or process optimization roles.
Hands-on experience with process mapping, workflow analysis, value stream mapping, and root-cause analysis.
Proficiency with process, mapping, and visualization tools (Visio, Lucid, Miro, Smartsheet, etc.).
Experience with continuous improvement methodologies (Lean, Six Sigma, Kaizen).
Experience supporting digital transformation or automation initiatives; familiarity with AI-driven process improvements preferred.
Strong analytical skills with the ability to translate data into insights and recommendations.
Demonstrated ability to collaborate across functions and influence stakeholders through strong communication and relationship-building skills.
Ability to manage multiple projects simultaneously with strong attention to detail.
Familiarity with enterprise systems, data analytic tools (i.e. Power BI)
Strong analytical and critical thinking skills with the ability to interpret data, identify root causes, and develop actionable solutions with proficiency in Excel, Power BI, analytics and workflow tools.
Solid understanding of business operations, strategic planning and financial modeling for business case development.
Familiarity with emerging technologies, including AI, automation tools, and experience working with technology partners to implement digital solutions.
Ability to balance strategic thinking with hands-on execution, endless curiosity, and passion for improving processes.
Excellent written and verbal communication skills; able to influence and lead cross-functional teams and senior leadership.
Proven ability to lead teams and stakeholders through change, conflict resolution, and dynamic environments.
Skilled in designing and improving workflows, leveraging Lean or Six Sigma methodologies.
Up to 10% domestic travel annually.
Candidates must participate in interviews without the assistance of AI tools or external prompts.
Virtual backgrounds must be removed for interviews.
In-person interviews are part of the hiring process.
Use of AI-generated responses or third-party support during interviews will be grounds for disqualification.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Skills

Lean
Six Sigma
Agentic AI
Visio
Lucid
Miro
Smartsheet
Data analytics
Reporting tools
Root-cause analysis
Automation
AI
KPI monitoring
Change management
Communication
Relationship-building
Project management
Microsoft Office Suite
MS Teams
Word
Excel
PowerPoint
Outlook
JIRA
Power BI

Location

Primary location not specified, but compensation is influenced by actual hiring location.

Work Type

Onsite (potential requirement for interviews and office presence)
Hybrid (implied by cross-functional collaboration and potential for remote work)

Experience Level

5+ years of experience in operational improvement, service delivery, fulfillment, business analysis, or process optimization roles.

Education Level

Bachelor’s degree or equivalent required.
Bachelor’s or Master’s degree in Business Administration, Operations Management, Industrial Engineering, Analytics, or related field preferred.
Lean, Six Sigma, or Kaizen certification is a plus.

Salary/Compensations

$98,500.00 - $172,700.00 USD
This role is eligible for Bonus.

Benefits

Medical, Dental, & Vision Plans
401(k)
FSA/HSA
Commuter Benefits
Tuition Assistance Plan
Vacation and Sick Time
Paid Parental Leave

About the Company

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life.