• Drive Continuous Improvement Initiatives • Program lead structured, cross-functional efforts to assess gaps in the current support model across workflows, tooling, and team structures • Apply continuous improvement frameworks (e.g., root cause analysis, trend analysis) to identify systemic inefficiencies and opportunities for optimization • Prioritize initiatives based on impact to customer experience, resolution times, and operational cost • Identify Gaps and Define Targeted Solutions • Analyze quantitative (e.g., case volume, time to resolution, escalation rates) and qualitative (e.g., team feedback, client pain points) inputs to identify gaps • Translate findings into clearly defined problem statements and actionable improvement plans • Develop phased roadmaps with measurable outcomes and defined ownership • Lead Cross-Functional Process Design & Implementation • Partner with Bullhorn support leadership and Textus resources to design improved processes • Establish clear workflows, roles/responsibilities, and success criteria for new initiatives • Drive alignment across stakeholders and ensure adoption through documentation, training, and change management • Manage Textus Partnership • Serve as the primary liaison for Textus teams involved in support operations or tooling • Align external partners to internal goals, timelines, and quality standards • Monitor performance and hold partners accountable to defined SLAs and deliverables • Establish Baselines and Drive Measurable Outcomes • Define baseline performance metrics across key areas (e.g., TTR, escalation rate, backlog health) • Build reporting frameworks to track progress against targets • Continuously evaluate results and iterate on programs to ensure sustained improvement