Vice President of Operational Excellence and Employee Engagement

3 days ago

Atlanta, Georgia, United States Flik Hospitality Group Full time
Job Summary

The Vice President of Operational Excellence and Employee Engagement will orchestrate both short-term and long-term business transformation initiatives focused on enhancing our end-to-end experience model, fostering continuous improvement, and implementing impactful employee engagement programs.

This leadership role involves designing and driving operational quality standards, audit processes, and supportive training that inspires exceptional service delivery motivating the team to do their best work.

Key Responsibilities
  • Provide strategic solutions to enhance efficiency, effectiveness, and market leadership keeping client needs at the forefront.
  • Lead Platinum Service Experience and manage the rewards & recognition platform to foster a people-first culture driving the highest levels of employee engagement.
  • Lead the synK platform's evolution in alignment with the LENZ platform and FLIK's operational excellence goals.
  • Unify and simplify what we do and how we do it for an improved internal experience.
  • In partnership with FLIK Exec Team, establish an advisory board with operational representation from each division/function to enhance team collaboration and improve outcomes.
Operational Excellence, Standards, and Tools
  • Define quality standards and performance evaluation metrics to ensure measurability across all operational aspects. Optimize customer touchpoints for superior experiences.
  • Lead data-driven initiatives to uncover deficiencies and provide operations with actionable insights that advise prescriptive corrective actions and training to improve performance.
  • Establish best-in-class quality management processes and systems to drive a quality approach across all areas of the division - driving the goal of a quality customer experience.
  • Define and implement a plan to maintain and continuously improve the system in collaboration with subject matter experts to ensure standards meet regulatory requirements, address feedback, and industry trends.
  • Develop and implement a project plan for platform migration and implementation, including training and communications.
Market Differentiation and Growth Enablement
  • Collaborate with sales and retention teams to effectively communicate to prospective and existing clients FLIK's best-in-class operational excellence capability, Platinum Service Experience, and employee engagement programs.
Training and Communications
  • Co-create the Operational Excellence training and implementation plans with FLIK HR and Director of Training, ensuring associates are empowered to take swift action on quality & service improvements while being supported with skills development.
  • Ensure training materials are in alignment with associate development planning, accountability, and personal growth.
  • Co-create communication plans and their delivery mechanisms with overarching FLIK communication plans.

This role offers a chance to drive operational excellence and foster a customer-centric culture, ultimately enhancing customer satisfaction and loyalty across the organization.

Associates at Flik Hospitality are offered many fantastic benefits, including medical, dental, vision, life insurance, disability insurance, retirement plan, paid time off, holiday time off, associate shopping program, health and wellness programs, discount marketplace, identity theft protection, pet insurance, commuter benefits, employee assistance program, and flexible spending accounts.

FLIK Hospitality Group is an equal opportunity employer, committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

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