Senior Manager, Process Improvement

Do you have a passion for children and education? Would you like to positively impact families in need of help? We want to speak with you!
Step Up For Students empowers families to pursue and engage in the most appropriate learning options for their children.
Step Up For Students offers an excellent benefits package:
SUFS Total Rewards
Medical - HSA/FSA - Dental - Vision
Company Paid Disability - Life Insurance
401K Match - Tuition Reimbursement
Generous Time off Policy - Professional Development
Position Overview
The Senior Manager, Process Improvement, will work to support operational process improvement to promote an excellent customer experience for Step Up For Students’ stakeholders, including families, schools, and the Florida Department of Education. The Senior Manager will be responsible for a process or set of processes related to scholarship operations and administration, assisting with the any combination of analysis, creation, development, and improvement of processes. The Senior Manager, Process Improvement will manage a team to work cross-functionally to ensure the consistency and compliance of processes, policies, and procedures, with a focus on processes with a direct customer impact. This position reports to the Senior Director, Process Improvement.
Principal Duties and Responsibilities

• Develop expertise for an operational process or set of processes to ensure relevant compliance with statutory, regulatory, and policy guidance.
• Ensure that processes run efficiently to provide the highest level of customer delight.
• Create and maintain up-to-date data reports for processes or programs for cross-departmental use.
• Ensure corporate, program, or departmental processes, policies, and procedures are established, maintained, and communicated appropriately.
• Proactively identify process challenges and work collaboratively to find solutions.
• Manage, supervise, and support staff in the work of process improvement.
• Assist in creating and overseeing the review and maintenance of written guidance for both internal use and external consumption, including training materials, and handbooks.
• Assist in the creation and leadership of cross-departmental teams to implement process improvement with the dual aim of operational compliance and a high-quality customer experience.
• Oversee regular analysis and reviews of processes.
• Hold responsibility for a process or set of processes in a given area and manager process maps to promote customer delight.
• Responsible for working cross-functionally to ensure consistency in policies, procedures, and practices.
• Assist the Senior Director, Process Improvement with the review of processes, policies, and procedures to identify opportunities for improvement in the delivery of scholarship operations and administration.
• Develop and maintain critical partnerships with customer stakeholders, both internally and externally.
• Serve as a SME for internal teams, including customer escalations.
• Promote systemic process oversight, including regular review and improvement.
• Monitor statutory and regulatory changes that may impact processes, and update policies, practices, and procedures accordingly.

The above is not an all-inclusive list of all duties performed by this job title, only a representative summary of the primary duties and responsibilities. These duties apply to all programs overseen by Step Up for Students. Incumbent may be required to perform other additional duties as assigned.
Competencies

• Leadership
• Collaboration
• Strategic Thinking and Planning
• Computer Literacy
• Relationship Management
• Empathy
• Service Driven
• Discretion
• Ethical Conduct
• Self-Awareness
• Analytical Skills
• Self-Management
• Data Management

Minimum Qualifications

• Minimum 5 years experience in areas of process management, compliance, policy management, and/or operational improvement; Minimum 2 years experience in managing processes; experience with SFO process management or systems preferred.

Knowledge, Skills & Abilities

• Ability to manage cross-departmental relationships and lead cross-departmental groups.
• Ability to develop critical partnerships, and represent Step Up For Students to external stakeholders and customers.
• Proven history of complex process management and attention to detail.
• Proven record of collaboration and teamwork.
• Ability to think critically and make decisions using sound judgement, experience, and existing tools/resources, including applicable rules/regulations.
• Excellent written and verbal communication skills; ability to communicate effectively both inside and outside the organization.
• Experience in policy creation, review, and implementation.
• Proven ability to prioritize multiple tasks at one time in a fast-paced environment and to adapt quickly to change.
• Ability to manage and empower a team to produce high-quality work

Core Values
Step Up for Students believes strongly in two key core values, and it is the responsibility of all employees to demonstrate these values in their everyday work to maintain a positive and effective organizational culture.

• Every event is an improvement opportunity.
• Everyone is an asset.

Physical Demands

• This position may require standing for several hours at a time.
• This position regularly requires the abilities of sitting, or manual dexterity, and repetitive motions.
• This position frequently requires the abilities of hearing.
• This position occasionally requires the abilities of standing, walking, lifting or exerting force up to 25 lbs., reaching or stretching, climbing or balancing, and crouching or stooping, speaking, seeing colors and depth perception.

Work Environment
This position is an office environment with very limited exposure to any outside fumes, odors, heat and/or weather conditions.
Step Up For Students is an equal opportunity employer committed to diversity & inclusion in the workplace.