Job Description:

The Director of Operational Transformation will lead the discovery, design, development, piloting, and adoption of technology-enabled process improvements across PSS Cross Country internal operations and selected customer-facing workflows. The role will serve as a bridge between business operations and technology, translating real-world processes into requirements for the Project Health Intelligence platform and other digital solutions.

The position is expected to influence process design, operating practices, organizational interfaces, decision rights, metrics, and workflows when opportunities for improvement are identified. The role is not the accountable owner of the underlying business functions, organizational structures, staffing decisions, or operational results; those responsibilities remain with the appropriate functional leaders.

Key Responsibilities

1. Process Discovery, Design & Continuous Improvement

• Develop a detailed understanding of assigned business and operational processes through direct observation, interviews, workshops, data analysis, and engagement with frontline employees and leaders.
• Document current-state processes, including workflows, handoffs, systems, data sources, constraints, exceptions, responsibilities, and decision points.
• Identify bottlenecks, rework, delays, capacity constraints, information gaps, control weaknesses, and other sources of process inefficiency.
• Develop future-state process recommendations where changes could improve visibility, consistency, decision-making, or overall process effectiveness.
• Define the events, states, measures, relationships, and leading indicators required to monitor process effectiveness and forecast future outcomes.
• Establish repeatable methods for evaluating, documenting, and improving additional internal or customer-facing processes over time.

2. Platform Requirements & Business-Technology Translation

• Translate operational processes into clear business, functional, data, workflow, analytical, and user-experience requirements for technical teams.
• Develop and maintain process maps, business rules, use cases, user stories, data requirements, acceptance criteria, and exception scenarios.
• Serve as a primary liaison between business stakeholders and software development, data, AI, analytics, architecture, and IT teams.
• Translate operational concepts into requirements technical teams can implement and translate technical limitations or design alternatives into practical business terms.
• Help define what the platform must know to determine current state, identify emerging process risk, forecast future outcomes, simulate alternatives, and support recommended actions.
• Review designs and prototypes to ensure solutions accurately represent operational reality and business needs.

3. Platform Development, Piloting & Validation

• Participate throughout the Project Health Intelligence platform lifecycle, from discovery and requirements through design, development, testing, deployment, and continuous improvement.
• Help define how processes are represented within the platform, including objects, events, states, relationships, measures, thresholds, business rules, and decision logic.
• Identify appropriate internal and external processes for pilot implementation and define pilot scope, success measures, test cases, baseline conditions, and acceptance criteria.
• Lead business-side testing and validation of platform outputs against actual operating conditions.
• Identify defects, incorrect assumptions, process gaps, and usability issues and work with technical teams to refine the solution.
• Compare expected outcomes with actual results and incorporate lessons learned into future platform and process improvements.

4. Adoption, Change Leadership & Cross-Functional Influence

• Lead business adoption of new platform capabilities and related process improvements.
• Work with functional leaders to integrate new capabilities into existing management routines, workflows, and operating practices.
• Develop training, user guidance, standard work, and supporting documentation as needed.
• Monitor adoption and identify behavioral, organizational, process, or technical barriers to sustained use.
• Facilitate cross-functional discussions when improved outcomes may require changes to workflow, responsibilities, decision rights, handoffs, metrics, staffing models, or system usage.
• Use data and process evidence to influence functional leaders and stakeholders while respecting their ownership and accountability for the underlying operation.
• Support expansion of successful approaches across additional PSS Cross Country functions and approved customer-facing use cases.

Qualifications

Required

• Significant experience managing, improving, or analyzing complex operational or business processes.
• Demonstrated ability to quickly learn unfamiliar processes and understand how work is actually performed.
• Strong process-mapping, workflow-analysis, analytical, and problem-solving skills.
• Experience working cross-functionally with operating leaders, frontline employees, and technical teams.
• Ability to translate business processes into clear requirements for technology teams.
• Strong written and verbal communication skills.
• Demonstrated ability to influence change without direct ownership of the affected organization or process.
• Experience leading pilots, implementations, process changes, or technology-enabled transformation initiatives.
• Ability to operate effectively in ambiguous environments and create structure where requirements are not clearly defined.

Preferred

• Experience with continuous improvement, Lean, Six Sigma, value-stream mapping, operational excellence, or similar methodologies.
• Experience participating in software, digital-platform, ERP, workflow, or enterprise-system implementations.
• Experience developing business or functional requirements for developers.
• Familiarity with analytics, AI, process mining, forecasting, optimization, simulation, digital twins, or related technologies.
• Experience establishing KPIs, operational metrics, leading indicators, and business-performance measures.
• Experience working across multiple operating functions, business units, customers, or industries.

Education & Experience

Education: Bachelor's degree preferred; equivalent combination of education and relevant operational or transformation experience may be considered.

Experience: Typically 8+ years of progressively responsible experience in operations, process improvement, transformation, product/process implementation, or a related field, with demonstrated leadership across functions.

Company Statement:

PSS Industrial provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.