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Strategic Implementation and Process Optimization Manager

Negotiable Salary

DMV IT Service

San Francisco, CA, USA

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Job Title: Strategic Implementation and Process Optimization Manager Location: San Francisco, CA Employment Type: Contract About Us:  DMV IT Service LLC is a trusted IT consulting firm, established in 2020. We specialize in optimizing IT infrastructure, providing expert guidance, and supporting workforce needs with top-tier staffing services. Our expertise spans system administration, cybersecurity, networking, and IT operations. We empower our clients to achieve their technology goals with a client-focused approach that includes online training and job placements, fostering long-term IT success. Job Purpose: As a Strategic Implementation and Process Optimization Manager, you will lead and manage complex, cross-functional projects that bridge upstream teams and operations. You will ensure that launched solutions are innovative, scalable, and customer-centric, acting as a domain expert and accountability driver to influence solution development and operational excellence. Requirements Key Responsibilities Lead high-performing, cross-functional teams across operations and shared services, managing multiple concurrent projects and programs. Develop detailed, flexible end-to-end implementation plans and drive execution through launch and post-launch monitoring. Collaborate with leadership to maintain strategic alignment, provide project updates, and manage stakeholder expectations. Gather and define operational business requirements, write clear documentation, and work with product and engineering teams to integrate these needs into product requirements. Become a subject matter expert in the fraud and safety domain, designing robust and streamlined agent investigation workflows leveraging internal tools. Own comprehensive user acceptance testing (UAT) to validate solutions prior to production deployment. Partner with product and workforce planning teams to dynamically forecast operational needs and optimize resource allocation. Ensure solutions undergo rigorous testing, designing experiments, pilots, and feedback loops to maximize learning before scaling. Collaborate with training teams to develop effective agent training materials that enhance knowledge retention. Define key performance indicators (KPIs) with analytics partners and build dashboards to monitor solution performance during and after launch. Establish quality metrics and work with quality assurance teams to analyze root causes and prevent decision-making errors. Conduct hypothesis-driven data analyses to address operational issues and improve outcomes. Lead continuous improvement efforts by owning key metrics and implementing post-launch enhancements. Identify inefficiencies and innovation opportunities from operational and market perspectives to improve customer experience and cost-effectiveness. Advocate for and embed Lean and Agile methodologies through training, coaching, and leading continuous improvement projects. Drive performance analysis and data-driven decision making to foster a culture of continuous improvement. Required Skills & Experience Bachelor’s or Master’s degree in Engineering, Science, Operations, or related fields (Engineering preferred). 8+ years of experience in project/program management, continuous improvement, technical program management, management consulting, or product management. Strong problem-solving skills with expertise in managing ambiguity and critical thinking. Proven track record of driving process improvements, optimizing workflows, and reducing bottlenecks in operations. Expertise in process mapping, process design, and implementation within operational organizations. Excellent strategic thinking, analytical skills, and business judgment; able to navigate sensitive issues effectively. Ability to manage multiple projects simultaneously in a fast-paced, evolving environment. Demonstrated leadership and organizational skills to motivate teams and influence stakeholders. Experience collaborating effectively across technical, product, engineering, and PMO teams. Project management and Lean/Six Sigma certifications are a plus. Skilled in building trusted relationships and influencing at all organizational levels. Exceptional verbal and written communication skills, especially with senior leadership. Highly organized, resourceful, and detail-oriented, capable of multitasking and following through despite ambiguity.

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San Francisco, CA, USA
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workable

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