Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.

The kind of people we look for:

• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

Title

Position Summary:
The Sr. Operational Excellence Analyst will serve as a strategic driver of operational innovation and transformation within ClearCaptions’ Customer Experience (CEX) organization. Building upon a deep foundation of process improvement, analytics, and project management, this role leads high-impact initiatives that shape the future of contact center operations and customer experience strategies.
This role is responsible for guiding the design, implementation, and sustainability of operational frameworks that improve efficiency, scale, and service delivery. The ideal candidate brings exceptional analytical rigor, strong change leadership, and proven ability to drive measurable improvements in complex environments. Leading as a champion of operational excellence, the Operational Excellence Analyst will ensure that improvement efforts align with ClearCaptions’ strategic goals and customer-focused mission.

This is a Remote/Work from Home position reporting to Director of Operational Excellence

What you will do:

• Act as a senior lead for high-complexity, cross-functional projects focused on operational innovation and transformation.
• Serve as a key advisor to CEX leadership on best practices, operational risk, and change strategy.
• Lead large-scale process improvement initiatives leveraging Lean, Six Sigma, and Agile methodologies.
• Mentor and coach Operational Excellence Analysts and other functional stakeholders to strengthen continuous improvement capabilities across the organization.
• Architect and implement scalable, standardized processes and governance frameworks across customer operations.
• Drive enterprise-wide process documentation, SOP development, and compliance assurance.
• Serve as a quality and efficiency champion, embedding continuous improvement disciplines into daily operations.
• Perform advanced data analysis using BI tools to identify root causes, performance trends, and improvement opportunities.
• Develop executive dashboards and storytelling insights to inform strategic decision-making.
• Collaborate with the Performance Metrics & Insights team to define and evolve KPIs that support operational and customer success goals.
• Manage enterprise-wide programs and initiatives, including those involving technology integrations, workforce optimization, and customer experience redesign.
• Own project lifecycles from discovery through implementation and post-launch evaluation, ensuring alignment with strategic priorities and measurable outcomes.
• Anticipate and proactively manage risks, ensuring mitigation plans and clear stakeholder communication.
• Lead organizational readiness planning and execution for strategic transformations, including stakeholder alignment, training, and adoption support.
• Serve as a liaison between frontline teams and executive leadership, ensuring voice of the customer and employee experience inform change initiatives.

Qualifications:

• Bachelor’s degree in Business, Operations, Industrial Engineering, or related field; Master’s degree preferred.
• 7+ years of progressive experience in operations, process excellence, or strategy roles supporting contact centers or customer operations.
• 3+ years leading large cross-functional initiatives with enterprise impact.
• Proven expertise in operational diagnostics, root cause analysis, and design thinking methodologies.
• Demonstrated experience influencing senior leaders and facilitating high-stakes meetings.
• Advanced proficiency in Excel, Tableau (or equivalent BI tools), and process mapping software (e.g., Lucidchart, Visio).
• Strong business acumen, strategic thinking, and ability to drive decisions in ambiguity.
• Exceptional verbal, written, and visual communication skills; strong storytelling and data visualization, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours and travel (up to 5%) will include some overnight travel.
• Proficient in MS Office, Salesforce CRM, Ring Central, In Contact and modern communication tools for virtual teams (i.e., MS Teams, Word, PowerPoint & Excel)

Preferred Qualifications:

• Lean Six Sigma Black Belt certification or equivalent.
• Prosci or comparable change management certification.
• Experience supporting transformation initiatives involving digital tools (CRM, IVR, Workforce Management, etc.).
• Background in business continuity planning or operational risk management.
• Experience working in mission-driven or accessibility-centered organizations.

Physical Demands:
Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)

Work Environment:
100% Remote: Work environment is at home.

Compensation:
$96,000 to $121,000/yr plus determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.

Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.

Protecting Your Candidate Experience
At ClearCaptions, your candidate experience matters to us. To ensure transparency and security throughout the hiring process, please keep the following in mind:

• All legitimate ClearCaptions job openings are posted exclusively on this careers page.
• Our recruiters will only contact you from verified @clearcaptions.com email addresses.
• We will never offer a job through LinkedIn messages or any social media platform.
• We will never ask for sensitive personal information (like banking details or Social Security numbers) during early stages of the hiring process.

We encourage all applicants to stay vigilant against online job scams, especially those that misuse company names or logos to appear legitimate. If you receive a message that seems suspicious or doesn’t follow these guidelines, please don’t engage. You’re welcome to verify any opportunity by reaching out to us directly at recruiting@clearcaptions.com.
We’re committed to a hiring process that is respectful, secure, and clear every step of the way.