United States onlyJob 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:
We are seeking an experienced Strategic Implementation and Process Optimization Manager to lead and execute large-scale, cross-functional initiatives aimed at optimizing operational processes and achieving business goals. This role serves as a strategic connector between upstream teams (product, policy, hosting, and community support) and core operations, ensuring that new solutions are scalable, effective, and aligned with organizational objectives. The ideal candidate will advocate for end users, challenge the status quo, and take full ownership of project outcomes from strategy through post-launch optimization.
Requirements
Key Responsibilities
- Lead diverse, high-performing project teams across Operations (e.g., Partner Management, Product Ops, Tools Support) and Shared Services (e.g., Training, Workforce Planning, Quality, Knowledge Management).
- Design and drive robust implementation plans, managing all phases from initiation to post-launch stabilization.
- Collaborate with senior leaders to align on priorities, provide updates, and manage stakeholder expectations.
- Define operational business needs and translate them into actionable business requirement documents (BRDs).
- Work closely with product and engineering teams to incorporate operational input into product development roadmaps and requirement documents.
- Become a subject matter expert in fraud and safety operations, designing and streamlining investigation workflows using internal systems.
- Create and execute user acceptance testing (UAT) strategies to validate readiness of operational solutions prior to full-scale deployment.
- Support accurate operational forecasting in partnership with product and workforce planning teams.
- Launch and evaluate pilot programs, experiments, and feedback mechanisms to inform full solution rollouts.
- Collaborate with training teams to develop targeted, effective onboarding and upskilling resources.
- Define performance metrics in collaboration with analytics teams and ensure insights are accessible through real-time dashboards.
- Analyze quality and accuracy of decisions post-launch and lead root cause investigations to prevent recurrence.
- Conduct deep dives on issues, formulate data-driven hypotheses, and design solutions based on insights.
- Lead post-implementation review cycles, identify gaps, and drive continuous improvement initiatives.
- Identify inefficiencies and propose innovative solutions that reduce costs while enhancing the customer experience.
- Champion Lean and Agile methodologies by mentoring teams, promoting best practices, and leading process improvement projects.
- Establish and track KPIs across key functions and use data to uncover opportunities for operational excellence.
- Foster a data-informed culture that supports evidence-based decision-making across the organization.
Required Skills & Experience
- Bachelor’s or Master’s degree in Engineering, Operations, Science, or a related field (engineering background preferred).
- 8+ years of relevant experience in project/program management, process improvement, technical operations, consulting, or product management.
- Proven ability to lead complex projects in ambiguous, high-velocity environments.
- Deep experience with process mapping, operational redesign, and implementing scalable solutions.
- Strong analytical and strategic thinking skills with sound business judgment.
- Comfortable managing multiple initiatives with shifting timelines and priorities.
- Strong leadership and communication skills with the ability to influence across all levels of an organization.
- Familiarity with Agile, Lean, Six Sigma, or other continuous improvement methodologies (certifications are a plus).
- Demonstrated experience using data and analytics to monitor performance and inform decision-making.
- Excellent verbal and written communication skills; able to present clearly to both technical and non-technical stakeholders.
- Highly organized, self-motivated, and capable of driving projects forward independently.
