Director, Operations Analysis and Automation

Synopsis of Role:

The Director of Operations Analysis and Automation will join the IT organization in analyzing work processes prior to automation and in managing the changes in work process as automation is implemented.  The role will ensure an effective and efficient transition to new processes and ensure projected productivity is attained. This is a critical leadership position responsible for working with APUS executives, managers and employees to continually seek out opportunities to improve business performance by optimizing processes and continuously improving the student experience. The initial focus of work will be on student services and financial aid services.

Essential Functions: 

• Collaborate with APUS leaders and managers to further enhance and automate the student services and financial aid experience in ways that are measurable, scalable and financially sound, balancing short and long term objectives.
• Partner with expert system designers, IT, and student services and financial aid subject matter experts to error proof processes and increase automation of decisions where appropriate.
• Lead a program to optimize employee training, knowledge resources and performance support to reduce learning time and complexity of information that must be remembered to perform job tasks and functions.
• Drive the identification of opportunities to improve processes and deliver process improvements partnering with stakeholders across APUS.
• Periodically conduct a “self-study” focused on processes and employee work to drive continual process improvements.
• Develop and drive a roadmap that focuses on continually optimizing processes, improving student service, reducing costs, and, when appropriate, maximizing 3rd party capabilities.
• Establish strong collaborative working relationships across the University to support open discussion, feedback and process improvement.

Critical Skills and Job Complexity:

• Proven project management and leadership ability.
• Ability to set and manage priorities judiciously.
• Excellent written and oral communication skills.
• Excellent interpersonal skills.
• Ability to articulate ideas to both technical and non-technical audiences.
• Exceptionally self-motivated and directed.
• Keen attention to detail.
• Superior analytical, evaluative, and problem-solving abilities.
• Exceptional service orientation.
• Ability to motivate in a team-oriented, collaborative environment.
  

Preferred Education and Experience:

• Masters Degree from an accredited University in Quality Management, Six Sigma, Operations, Training, Instructional Development or a related field.
• Minimum of 15 years experience working in process improvement, human performance development or a related position demonstrating successive levels of responsibility, preferably in high growth, online 24x7 education or services industries.
• Specialty expertise in two or more of the following technical areas:
  • Process improvement methods, e.g., lean, six sigma, change acceleration
  • Instructional technology
  • Business process analytics
  • Information design to support human performance
  • Training and development
  • Customer feedback system design, analytics, and reporting
  • Report Design and Development.
• Experience in business process development, management, budgeting, resource allocation and administrative operations.
• Demonstrated success partnering across business functions to drive project implementation.
• Experience leading in a high-performance, customer-centric culture focused on service, innovation, efficiency and productivity.

Work Environment and Physical Demands:

• Requires work in a normal office environment.
• Must be willing to work in Manassas, VA and Charles Town, WV locations with travel to surrounding areas within 75 miles.