Operations Process Excellence Director

Tulare, CA, USA|Remote

Job Overview

Compensation

Salary

Range $77,800.00 - $139,600.00

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Health savings account

Flexible spending account

Disability insurance

Life insurance

401(k) with Company Match

Unlimited paid time off

paid company holidays

Hybrid work

remote work

Paid Bonding Leave

Employee Discounts

Employee assistance program

accident insurance

critical illness insurance

Long-term care insurance

Hospital Indemnity insurance

legal protection

Identity Theft Protection

Pet insurance

supplemental life insurance

Referral bonuses

Charitable donation matching

Job Description

NWN is the leading AI-powered technology solutions provider serving North America's most innovative public and private organizations. With over 30 years of experience, NWN has supported more than 5,000 Chief Information Officers (CIOs) in delivering advanced technology modernization programs. The company offers a range of solutions including Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud services. NWN leverages its proprietary Experience Management Platform to ensure seamless service delivery, real-time observability, and improved operational efficiency for its clients' most demanding technology needs. Backed by a highly skilled team of over 1,000 experts committed to a culture centered on customer obsession, NWN has earned a remarkable 75 Customer Net Promoter Score. The company’s commitment to employee engagement and workplace excellence is reflected in its 86 Employee Net Promoter Score and numerous industry awards recognizing it as a 'Best Place to Work'. For more information about the company and its innovative services, visit NWN.ai.

The role of Operations Process Excellence Director at NWN is a senior leadership position focused on continuous improvement and operational excellence. This position is designed to establish and lead the Operations Process Excellence (OPE) function from inception. The core mission of this role is to enhance NWN’s Opportunity-to-Cash (O2C) engine by making it faster, more accurate, more scalable, and more profitable through structured process optimization, data-driven prioritization, and disciplined change management. The Operations Process Excellence Director is responsible for overseeing the process optimization roadmap for the O2C lifecycle, defining and tracking a robust KPI framework to maintain operational performance visibility, and leading change management and training initiatives to ensure organizational readiness and effective execution of improved processes at scale.

In addition, a key responsibility includes managing the O2C Readiness framework – a critical gate controlling the introduction of all new offerings before they are transacted. The role requires a visionary leader who can serve as the subject matter expert for O2C process design, provide escalation support for exceptions and disputes, and establish governance for process change management to maintain the integrity and operational feasibility of optimized processes. Collaborating closely with IT and systems teams, the director translates process designs into actionable system configurations across platforms such as NetSuite, ServiceNow, and Salesforce. A strong focus on team leadership and development ensures the creation of a high-performing OPE team that works cross-functionally with Sales, Finance, Operations, and Project Management Office (PMO) leadership to drive accountability, alignment, and sustained continuous improvement. This position supports remote work flexibility, with an emphasis on productivity, communication, and availability during agreed working hours. NWN offers a comprehensive benefits package empowering employees with resources for health, wellness, and financial security. The company maintains a commitment to a safe and secure work environment through background checks and fosters an inclusive culture embracing equal employment opportunities for all individuals. This role represents an exciting opportunity for experienced operational leaders passionate about driving transformational process excellence in a progressive, technology-driven company.

Job Requirements

Bachelor's degree in business, operations, finance, or related field
10+ years of experience in operations, process excellence, or operational finance roles
Proven leadership in process optimization or continuous improvement programs
Deep understanding of Opportunity-to-Cash processes
Strong analytical skills with KPI framework management experience
Experience with change management programs at scale
Familiarity with ERP and ITSM platforms such as NetSuite and ServiceNow
Excellent communication and influencing skills

Job Qualifications

Bachelor's degree in business, operations, finance, or related field, or equivalent work experience
10+ years of progressive experience in operations, process excellence, or operational finance roles with demonstrated impact on business performance
Proven track record leading structured process optimization or continuous improvement programs
Deep knowledge of Opportunity-to-Cash processes including quoting, order management, fulfillment, billing, and revenue recognition
Strong analytical capability with experience owning KPI frameworks, conducting root cause analysis, and connecting data to operational decisions
Demonstrated experience designing and delivering change management programs at organizational scale
Experience working within or adjacent to ERP and ITSM platforms such as NetSuite and ServiceNow
Exceptional communication skills and executive presence with the ability to influence without authority across complex organizations

Job Duties

Lead and execute process optimization initiatives across the Opportunity-to-Cash lifecycle to improve cycle time, reduce errors, eliminate rework, and minimize margin leakage
Manage the process optimization roadmap including identifying opportunities, sizing impact, building business cases, and driving execution
Serve as the senior subject matter expert for Opportunity-to-Cash process design acting as the escalation point for exceptions, disputes, and process-related decisions
Establish and govern process change management including evaluating impacts, sequencing rollouts, and maintaining process integrity
Maintain and continuously update process documentation and standard operating procedures to reflect optimized operational practices
Partner with IT and systems teams to translate process design into system configurations across platforms such as NetSuite, ServiceNow, and Salesforce
Build and oversee training programs to ensure teams are equipped to execute Opportunity-to-Cash processes effectively including onboarding and ongoing education
Define and manage the Opportunity-to-Cash KPI framework including metrics such as order accuracy, invoice quality, cycle time, unbilled inventory, and margin performance
Design and lead the Opportunity-to-Cash readiness framework ensuring all new offerings, pricing models, and go-to-market changes are validated prior to launch
Lead and develop a high-performing Operations Process Excellence team while partnering cross-functionally with Sales, Finance, Operations, and PMO leadership to drive accountability, alignment, and continuous improvement