Job Description

The Manager, Operational Excellence (OpEx), CPP will report to the Senior Manager, OpEx, CPP and will be responsible for handling leadership communications, human resource management activities, and operational activities across Restaurant Technology, Customer Technology, Delivery Office, Resource Optimization, Data & Architecture, and the ArchOS initiative. This role will serve as a strategic advisor to the CPP leadership team and instrumental to the overall health and operations of the department.

Accountabilities & Responsibilities:

• Responsible for handling leadership communications for the team
• Partner to lead the development and execution of comprehensive communication and partner engagement strategies
• Craft and supply timely input to leadership scripts, narratives and talking points
• Develop and support materials for leadership meetings, conversations and events
• Advise, align and influence team members on effective communications strategy, key areas of focus and desired impact (identify advocates and change agents, gaps, potential barriers, communication planning, measurement strategy, presentation materials, etc.)
• Identify and apply new, creative ways to reach and engage audiences through content and approaches
• Responsible for handling human resource management practices for the team, including talent development and culture development activities (in alignment with Global People activities)
• Support and govern the teams’ requests for hiring through headcount governance and function as point of contact for employee actions in partnership with human resources
• Strategically counsel and complete organizational health – including assessment for team culture, engagement and development opportunities across the department
• Support team performance management processes and strive to deadlines
• Coordinate off-shore / on-shore staff management and align with support areas
• Support the execution and action planning against staff surveys
• Responsible for handling operations management practices for the team
• Facilitate team goal setting activities and leadership-level operational reviews to align with overall strategy and influence performance metrics and data reporting
• Enable effective change management approaches (aligning to communication strategies), motivate change internally with the team and external business partners, and influence and function as an ambassador of change
• Develop approaches to work with vendor management office (VMO) and partner to set up expectations, standard methodologies, lead periodic contract renewals and establish measures for vendor performance
• Establish governance for documentation and artifacts for knowledge sharing through the curation of repositories, standard methodologies and defined expectations
• Develop business routines and operationalization of processes
• Establish routines in support of team communications, human resource management and operational management activities.
• Align team practices to overall ways of working.
• Decide how best to work with center teams, markets, segments, collaborators and business partners.
• Partner with peer OpEx Managers in CPP to align on communications and ensure consistency.
• Provide support to Senior Manager, Director, and Senior Director for CPP OpEx, as needed.

Qualifications

• 5-7 years’ of experience working in business, technology, communications, change management, organizational efficiency, organizational excellence, business process optimization, continuous improvement, or other related areas
• Experience with a variety of organizational practices, including operations management, human resources management, and leadership communications
• Experience supporting organizational change, establishing team culture and organizational culture
• Experience with technology preferred

Additional Information

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