VP, Operational Excellence at Lumelight in Pikesville, MD

VP, Operational Excellence

Full Time · Location: Pikesville, MD, US

Who We Are:

At Lumelight, we're helping employers, brokers, and third-party administrators navigate the increasingly complex world of benefits administration and compliance. As a growing organization, we combine expertise, technology, and service to deliver solutions that make a meaningful impact on our clients.

We're looking for an experienced Vice President, Operational Excellence who is excited to contribute to a high-performing team and help support our continued growth.

We are hiring for a VP, Operational Excellence:

As Vice President, Operational Excellence, you will help shape how Lumelight scales. Reporting to executive leadership, you will build the operating systems, processes, and capabilities that drive efficiency, consistency, and exceptional client experiences across the organization.

This role is ideal for a strategic operator who enjoys solving complex challenges, leading enterprise-wide improvements, and building scalable frameworks that support growth.

While General Managers own business outcomes and delivery, the VP Client & Operational Excellence develops the shared capabilities and infrastructure that allow the company to operate consistently and scale effectively.

Operational Excellence

• Establish and govern company-wide operational performance metrics and reporting.
• Design KPI frameworks, capacity models, utilization measures, and service-level metrics that support informed decision-making.
• Identify opportunities to improve operational efficiency, consistency, and scalability across business functions.

Data Operations

• Lead enterprise data operations, including intake, validation, transformation, quality management, and process optimization.
• Reduce bottlenecks in data acquisition and preparation workflows.
• Drive automation initiatives that improve accuracy, speed, and operational efficiency.

Enterprise Client Experience

• Develop and oversee strategic client management processes for Lumelight's most significant and complex client relationships.
• Create frameworks for client health monitoring, escalation management, executive engagement, and renewal readiness.
• Partner across teams to ensure a seamless and consistent client experience.

Capacity & Resource Planning

• Develop workforce planning and resource allocation strategies that support business growth.
• Improve forecasting, utilization, and capacity visibility across shared services and operational teams.
• Establish scalable approaches for managing seasonal demand and cross-functional staffing needs.

Process Improvement & Organizational Scalability

• Lead enterprise initiatives focused on process redesign, standardization, automation, and continuous improvement.
• Develop scalable operating models that support future growth and organizational evolution.
• Champion a culture of operational excellence and data-driven decision-making.

Mergers & Acquisitions Integration

• Partner with leaders across the organization to support operational integration activities related to acquisitions.
• Design future-state operating models, workflows, and service delivery processes that enable successful integration and long-term scalability

Success Measures

• Improved operational efficiency and productivity
• Reduced cost per service delivered
• Improved turnaround times and service levels
• Increased capacity visibility and forecasting accuracy
• Improved client retention and satisfaction
• Successful integration of operational capabilities across business units and acquisitions

Leadership Profile

• Proven experience scaling operations in a growing organization.
• Deep expertise in operational excellence, process design, and organizational effectiveness.
• Strong analytical and systems-thinking capabilities.
• Experience leading enterprise-wide change initiatives.
• Ability to influence across functions and drive adoption without direct ownership of business units.
• Passion for building repeatable, scalable operating models.

Qualifications

• 10+ years of progressive leadership experience in operations, operational excellence, management consulting, shared services, client operations, or related disciplines.
• Demonstrated success building scalable processes, operating models, and performance management systems.
• Experience leading enterprise-wide transformation, process improvement, or operational strategy initiatives.
• Strong analytical, financial, and systems-thinking capabilities.
• Proven ability to influence senior leaders and drive change across multiple functions.
• Experience in professional services, benefits administration, consulting, healthcare administration, technology-enabled services, or other complex service environments preferred.
• Lean, Six Sigma, Operational Excellence, or related certifications are a plus.
• Graduate degree preferred but not required.

Work Environment:

This position is a remote position within approved Lumelight states. This job operates in a professional office environment, whether in person or remotely. This role routinely uses standard office equipment such as computers, phones, and printers. Equipment will be provided to you.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Expected Hours of Work:

Monday through Friday, 40 hours a week, following an agreed-upon schedule.

We are currently recruiting from the following states: Arizona (AZ), Florida (FL), Georgia (GA), Indiana (IN), Iowa (IA), Kentucky (KY), Louisiana (LA), Maryland (MD), Michigan (MI), Minnesota (MN), Missouri (MO), Montana (MT), Nebraska (NE), Nevada (NV), New Mexico (NM), North Carolina (NC), North Dakota (ND), OHIO (OH), Pennsylvania (PA), South Carolina (SC), South Dakota (SD), Tennessee (TN), Texas (TX), and Utah (UT).

Lumelight, LLC. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.