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Wolters Kluwer Director Operations in Topeka, Kansas

Wolters Kluwer Tax & Accounting Division (“TAA”) fuels global commerce by enabling professionals in tax and accounting firms, governing authorities, and businesses of all sizes to grow, manage and protect their business and their clients’ businesses. Expert solutions – in compliance, collaboration, internal and external audit management, corporate performance management and firm management – integrate deep domain knowledge with workflows to ensure compliance, improved productivity, effective management, and strengthened client relationships. Our key customers include accounting firms, corporate finance, tax, and auditing departments, government agencies, corporations, libraries, and universities.

The Director Operations role will provide oversight to a diverse team supporting Global Excellence, Project Management, and Order Management. A minimum of 50% of the role would be focused on management activities. This position is guided by a divisional strategy to determine organizational objectives and divisional plans. Based on these plans and objectives this position will proactively identify and solve problems by interpreting, establishing, recommending, and executing modifications to process, policies and procedures that impact the direction of the business.

The Director Operations serves as a strategist to translate ideas and innovations into business opportunities and may participate in the development of the business strategy. Work is performed without appreciable direction and evaluated based on executing against defined plans, goals, and strategy, as well as achieving operational and financial results for area of responsibility.

The person in this role can be in Irvine CA, Riverwoods IL or can be remote.

Essential Duties and Responsibilities:

  • Participate as a consultant in key or transformative initiatives across the organization in an advisory capacity i.e.: platform migrations

  • Research and execute on new technology that will improve our business i.e.: implementing AI or machine learning in Order Entry, Automating simple tasks

  • Strategize and develop continuous improvement projects with Leaders and team

  • Drive process as well as strategic Operational Excellence initiatives to produce higher customer satisfaction, cost reduction opportunities and free up capacity

  • Provide guidance to segment leaders on the re-engineering of end-to-end processes across the segments leveraging best practices

  • Manage incoming project requests for Black Belt and Project Managers – balancing demand with capacity planning

  • Support the Order Management COE model by creating super SME’s onshore and cross-training offshore

  • Ensure QA results are within the documented KPIs, monitor weekly QA reviews, deliver quality output and address quality issues immediately

  • Manage Order Management escalations timely and with precision i.e.: invoices changes, cancellations, pricing issues, etc.

  • Schedule and attend Quarter Business Reviews with offshore partners to ensure KPI’s and SLA’s are being met

  • Business owner of offshore vendor relationships which includes annual negotiations, SOW alignment and consistency within different businesses and includes SLA setting and monitoring and working closely with Sourcing Team to ensure SOWs meet company standards, pricing structure and legal requirements.

  • Responsible for staffing decisions, such as: hiring, firing, rewarding, training, goal setting, developing employees and career progression

  • Creates strong business relationships with key stakeholders to enlist/influence active support

  • Negotiates with senior level and external stakeholders to influence decisions

Other Duties:

Performs other duties as assigned by supervisor.

Job Qualifications:

Education: Bachelor’s degree or 5 years’ experience


  • 5+ years of leadership experience (preferably managing a team of Operational Excellence Project Managers and/or Lean Six Sigma Black/Green Belts)

  • 5+ years of experience working as a Black Belt or leading Black/Green Belts and leading Lean Value Stream Mapping and facilitating Kaizen events at a site business unit level or remote to uncover opportunities, expose gaps and drive results.

  • 5+ years in an Operational Excellence role or Operations Management role

Other Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences.)

  • Certified Lean Six Sigma Black Belt or Project Management Certified

  • Experience in Change management and as a Change Agent

  • Experience in Software Development and/or with Order Management Systems such SAP

  • Good at determining the processes necessary to get things accomplished; highly organized, multi-tasking, highly efficient with workflow, complex processes, and deadlines; Ability to analyze and measure results

  • Self-starter that can operate independently with minimal supervision and has a track record of delivering results

  • Excellent analytical, problem solving and facilitation skills

  • Good leadership and communication skills to effectively lead and facilitate objectives and projects

  • Able to lead cross-functional teams

  • Ability to work in a high-level stress environment working with set time constraints

  • Proven success delivering business outcomes in a matrix organization environment

  • Skilled in negotiating, team building, and influencing others

  • Excellent verbal, listening, written, and organizational skills

  • Ability to present to Senior Leadership teams

  • High level of professionalism and tact

Travel requirements: Monthly up to 25% - domestically with the potential for international travel

Physical Demands: Normal Office Environment


Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.