Service Excellence Director

POSITION SUMMARY

The Service Excellence Director is responsible for driving operational efficiency and enhancing client experience. The Director is accountable for championing and expanding the adoption of Lean Six Sigma (LSS) practices across STRATA, fostering a culture of continuous improvement and operational excellence. Leveraging LSS methodologies, this individual will lead a team responsible for process improvement initiatives, client-facing forms creation and maintenance, training design and delivery, data integrity, and production reporting used to guide decision-making.

We are seeking high-potential candidates to join our team at our Waco office, located at 7901 Woodway Dr. This position is in-office.

WHY STRATA?

STRATA Trust Company is a fast-growing self-directed IRA custodian which serves individuals and institutional clients nationwide that invest in alternative assets using retirement funds. Self-directed IRAs allow individuals to save for retirement by providing a wider array of investment options than banks and brokerage firms. Investments include alternative investments such as real estate, trust deeds, precious metals, private equity and debt offerings, and more. As a subsidiary of Horizon Bank based in Austin, Texas, the company is regulated by federal and state banking authorities.

Our trajectory of growth is exciting, and we are ready to take it to the next level with talented, passionate individuals who love to work with people and want to be valuable contributors to our future growth and success. That is just part of the reason that STRATA is a great place to work!

WHAT WILL YOU DO?

Key highlights include:

• Scale Structure, People, & Systems to Increase Profitability
  • Drive the expansion and integration of Lean Six Sigma principles throughout STRATA.
  • Act as the organization's subject matter expert in LSS practices, owning the execution of strategic enterprise-wide initiatives.
  • Mentor employees across departments in LSS methodologies in support of certification and skill development.
  • Lead, mentor, and empower direct reports, fostering a collaborative and high-performing culture.
  • Provide coaching and development opportunities to enhance the capabilities and engagement of direct reports.
  • Guide the team in creating and delivering training programs focused on LSS principles, customer service excellence, and operational consistency.
  • Ensure training maximizes knowledge retention and application.
  • Provide accurate and reliable production data used for operational and strategic decision-making.
  • Implement and maintain technical systems that balance scaling efficiency and effective service delivery.
• Implement Strategic Business Plan
  • Deliver best-in-class transaction speed and accessible client service.
  • Collaborate with senior leadership and department heads to align Service Excellence initiatives with business priorities.
  • Assign responsibilities and projects to direct reports, ensuring alignment with objectives and business priorities.
  • Oversee the developing, standardizing, and maintaining of client-facing forms to ensure clarity, usability, and compliance.
  • Monitor and address user feedback to continuously enhance form functionality.
• Support Resource Allocation Decisions Across Teams
  • Work closely with STRATA leadership to implement change, demonstrating persistence in leading through resistance, building consensus and reiterating the intended outcomes at all levels.
  • Manage dashboards, reports, and visualizations to effectively communicate key performance metrics to stakeholders.
• Serve as an Effective Partner for STRATA Leadership
  • Interpret production trends and provide actionable recommendations to STRATA leadership that drive continuous improvement and mitigate risks to the business.
• Achieve Operating Results
  • Monitor and report on the impact of LSS initiatives, showcasing measurable improvements in operating profit, efficiency (AUC/FTE), and client satisfaction (NPS).
• Other duties as assigned and/or taken on.

AM I THE RIGHT FIT?

The ideal candidate is an experienced executive assistant who possesses:

• Bachelor’s degree in engineering, business, or a related field; Master’s degree preferred.
• Lean Six Sigma Black Belt certification.
• Proven success in leading teams and managing cross-functional projects.
• Strong analytical and problem-solving skills.
• Deep understanding of waste reduction methodologies (5S, Kanban, etc.).
• Familiarity with ISO standards, TQM, and other quality frameworks.
• Excellent verbal and written communication skills
• Strong interpersonal skills to influence and motivate teams.
• Added value:
• Project Management Professional (PMP) certification.
• Agile Scrum Master certification.
• Certified Quality Engineer (CQE) or equivalent.
• Lean Practitioner or Kaizen certifications.

Desired Skills/Experience:

• 5 years of leadership experience over process improvement, engineering, or operational excellence teams.
• Experience with process workflows relevant to the financial services or customer service industries.
• Proven track record of successfully leading LSS projects with measurable outcomes.
• Excellent project management skills, with the ability to handle multiple projects simultaneously.
• Effective communication and interpersonal skills, with the ability to influence and collaborate across teams.
• Demonstrated ability to manage relationships with internal and external stakeholders effectively.
• The ability to drive change in highly complex environments while ensuring minimal disruption.

WHAT DOES IT MEAN TO BE ON THE STRATA TEAM?

Our commitment to our employees goes beyond base pay—it includes the tangible things like salary, benefits, and special employee programs such as training & development, wellness, and flexible sick time. Equally important are the intangible factors like challenging work, a community focused mindset, and the opportunity to grow professionally. We do not hire resources; we invest in people.

Benefits available to you include:

• Health coverage options including Medical, Dental, and Vision
• Wellness Program that incentivizes you with premium cost savings
• Employee Assistance Program to help you with life’s challenges
• Basic Group term Life and AD&D to protect you and your family
• The opportunity to become a shareholder of the Bank through our 401k Retirement Plan
• Time off policies meant to support your work-life balance
• Discounts on Pet Insurance

INTERESTED?

This is a great opportunity to join a successful and fast-growing company with a national footprint. If you think that you could be the perfect fit, please apply now. Submit your resume and contact information for consideration.

Good luck and we look forward to hearing from you!

At STRATA Trust, we recognize that diverse perspectives and experiences drive innovation and success. We operate within a merit-based framework that fosters inclusivity and belonging, ensuring all individuals have the opportunity to contribute, develop, and thrive. We seek talented, qualified individuals for all career opportunities, without regard to any status protected under federal, state, or local law. STRATA is proud to be an Equal Employment Opportunity Employer.